Trader Support Specialist

At Tradeify.co, we are a dynamic and innovative force, specializing in multi-asset trading through sophisticated, data-driven strategies and cutting-edge technology. Our core mission is to empower exceptional traders by providing significant capital, state-of-the-art technology, and unwavering support, enabling them to thrive in the complexities of global financial markets.

We are seeking talented Trader Support Specialists to work with our prop traders during the UK time zones.

The Opportunity

• 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.
• 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.
• 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.
• 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.
• Potentially assist with data accuracy and reconciliation tasks as needed.

Qualifications

• 2+ years of experience in a customer service, technical support, or operations role, preferably within a fast-paced environment.
• Excellent written and verbal communication skills, with the ability to explain complex technical or financial information clearly and empathetically.
• Ability to type a minimum of 30 WPM.
• Outstanding interaction with traders and customers is your top priority.
• Demonstrated ability to multitask effectively, prioritize competing demands, and manage time efficiently.
• Strong analytical and problem-solving skills, coupled with a proactive approach to identifying, diagnosing, and resolving issues independently.
• Proficiency in utilizing CRM software and other customer support tools.
• Desire for proactive communication with colleagues and strong organizational skills.
• Both goal- and results-oriented, with the ability to handle ambiguity with confidence.
• Willingness to notice and suggest improvements when necessary.
• Willingness and flexibility to work hours aligned with the US trading session.
• Must be fluent in English.

Nice to Have

• 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 and various financial products.
• Prior experience with specific trading platforms such as NinjaTrader or Tradovate.
• Experience with community engagement platforms commonly used in the trading space.

Our Hiring Process

• Recruiter Interview: If we like your initial application, expect to schedule an interview with a member of our recruitment team.
• Interview(s) with your future manager: This is to ensure that you are a fit for the role you are applying to.
• Final Interview(s) with Leadership: Depending on the role, you may be interviewed by our senior leaders.