Trader Support Specialist Needed At Tradeify

Responsibilities:

• Serve as the primary point of contact for Tradeify.co traders and customers, owning interactions from start to resolution through all support channels, including live chat, email, and Discord.
• Accurately identify, assess, and efficiently resolve a wide range of inquiries, spanning from general account questions to more complex technical and operational issues related to trading platforms, data feeds, and execution.
• Use technical ability to master trading platforms, internal tools, and proprietary systems, maintaining in-depth product knowledge through ongoing education.
• Skillfully troubleshoot incoming inquiries, determining severity, and escalating to appropriate internal teams such as Compliance, Operations, and Technology when necessary, ensuring prompt resolution and diligent follow-up.
• Make every trader interaction complete, using empathy as well as knowledge to provide white-glove care.
• Actively participate in improving Tradeify.co’s trader-focused Learning Center and our internal knowledge bases to promote self-service capabilities for traders.
• Contribute to team goals by focusing on customer satisfaction (CSAT), Quality Assurance, and overall response times.
• Educate both existing and potential traders in their understanding of how Tradeify.co works.
• Participate in beta testing new features and contribute to the overall growth and innovation of the company through idea generation and active participation in collaborative team projects.
• Monitor trading systems for common issues and proactively identify potential problems that could impact the trader experience or operational flow.
• Adhere strictly to all internal guidelines, compliance procedures, and industry best practices to ensure a secure, transparent, and trustworthy trading environment.
• Potentially assist with data accuracy and reconciliation tasks as needed to support robust trading operations.

Requirements:

• 2+ years of experience in a customer service, technical support, or operations role, preferably within a fast-paced and demanding environment.
• Excellent written and verbal communication skills, with the proven ability to explain complex technical or financial information clearly, concisely, and empathetically.
• Ability to type a minimum of 30 WPM.
• Outstanding interaction with traders and customers is your top priority, demonstrating a reasonable understanding of white-glove care.
• Demonstrated ability to multitask effectively, prioritize competing demands, and manage time efficiently in a dynamic and high-pressure setting.
• Strong analytical and problem-solving skills, coupled with a proactive approach to identifying, diagnosing, and resolving issues independently.
• Proficiency in utilizing CRM software (e.g., Intercom, HubSpot) and other customer support tools to manage interactions and data.
• Desire for proactive communication with colleagues and strong organizational skills.
• Both goal- and results-oriented, with the ability to handle ambiguity with confidence and ease.
• Willingness to notice and suggest improvements when necessary, and actively seeks feedback for continuous improvement.
• Willingness and flexibility to work hours aligned with the US trading session, which may include early mornings or late evenings to ensure comprehensive coverage.
• Must be fluent in English

Nice to Haves

• Strong familiarity with or demonstrated genuine interest in prop trading, FX or Futures trading, cryptocurrency, blockchain technology, and global financial markets.
• Basic understanding of trading concepts, various financial products (e.g., futures, FX), or the operational intricacies of proprietary trading firms.
• Prior experience with specific trading platforms such as NinjaTrader or Tradovate, TradingView etc.
• Experience with community engagement platforms commonly used in the trading space, such as Telegram or Discord.