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Trader Support Specialist (US)

6 months, 3 weeks ago
United States
Full-time
Junior
Customer Support
Customer and Technical Support
Blockchain CRM HubSpot
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Tradeify

Tradeify

Tradeify is a platform that offers practical and risk-free trading education. By following clear rules and guidelines, users can become funded traders through Tradeify Challenges. The company aims to set traders up for success by providing education, f...

Capital Markets
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Description

  • Serve as the primary point of contact for Tradeify.co traders and customers, owning interactions from start to resolution across live chat, email, and Discord.
  • Accurately identify, assess, and resolve a wide range of inquiries, from general account questions to complex technical and operational issues related to trading platforms, data feeds, and execution.
  • Troubleshoot incoming inquiries, determine severity, escalate to Compliance, Operations, or Technology when necessary, and ensure prompt resolution with diligent follow-up.
  • Maintain in-depth product knowledge by mastering trading platforms, internal tools, and proprietary systems through ongoing education.
  • Provide white-glove care using empathy and clear communication to make every trader interaction complete and satisfactory.
  • Actively contribute to and improve the trader-facing Learning Center and internal knowledge bases to promote trader self-service.
  • Monitor trading systems for common issues and proactively identify potential problems that could impact trader experience or operational flow.
  • Contribute to team goals by focusing on customer satisfaction (CSAT), Quality Assurance, and overall response times.
  • Educate existing and potential traders on how Tradeify.co works and support onboarding and usage questions.
  • Participate in beta testing new features, generate ideas, and engage in cross-functional team projects to support product and process improvements.

Requirements

  • 2+ years of experience in a customer service, technical support, or operations role, preferably in a fast-paced and demanding environment.
  • Excellent written and verbal communication skills with the ability to explain complex technical or financial information clearly, concisely, and empathetically.
  • Ability to type a minimum of 30 WPM.
  • Strong multitasking, prioritization, and time-management skills for dynamic and high-pressure settings.
  • Strong analytical and problem-solving skills with a proactive approach to diagnosing and resolving issues independently.
  • Proficiency with CRM software and customer support tools (examples: Intercom, HubSpot).
  • Willingness and flexibility to work hours aligned with the US trading session, which may include early mornings or late evenings.
  • Fluent in English.
  • Goal- and results-oriented mindset with the ability to handle ambiguity, suggest improvements, and actively seek feedback.
  • Nice to have: familiarity or genuine interest in prop trading, FX or Futures, cryptocurrency/blockchain, basic trading concepts and products, experience with platforms like NinjaTrader/Tradovate/TradingView, and experience with community platforms such as Telegram or Discord.

Interested in this position?

Apply directly on the company website

Apply Now

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