tradeify - Trader Support Specialist - Futures
Requirements
• 2+ years of experience in customer service, technical support, operations, or a similar role, preferably in a fast-paced environment. • Excellent written and verbal communication skills, with the ability to explain technical or financial information clearly, concisely, and empathetically. • Ability to type a minimum of 30 WPM. • A customer-first mindset with a strong focus on delivering thoughtful, complete, and high-quality support. • Ability to multitask, prioritize competing needs, and manage time effectively in a dynamic environment. • Strong analytical and problem-solving skills with the ability to diagnose and resolve issues independently. • Experience using CRM or customer support tools such as Intercom, HubSpot, Zendesk, or similar platforms. • Strong organizational skills and a proactive communication style. • Comfortable working toward goals and results while handling ambiguity with confidence. • Willingness to identify process improvements, suggest solutions, and actively seek feedback. • Ability to work 3:00 PM to 11:00 PM EST. • Familiarity with or genuine interest in prop trading, futures trading, FX, cryptocurrency, blockchain technology, or global financial markets. • Basic understanding of trading concepts, financial products, or the operational structure of proprietary trading firms. • Experience with trading platforms such as NinjaTrader, Tradovate, TradingView, or similar platforms. • Experience supporting customers or communities through Discord, Telegram, or other community engagement platforms. • Prior experience supporting traders, financial products, fintech platforms, or high-volume digital customer environments. • OUR HIRING PROCESS • Recruiter Interview: • Interview with Your Future Manager: • This interview will focus on your relevant experience, customer support skills, technical aptitude, communication style, and overall fit for the role. • Final Interview with Leadership: • Depending on the role, you may meet with senior leaders to further assess alignment with the team, company culture, and business needs.
Responsibilities
• Serve as the primary point of contact for Tradeify traders and customers, owning interactions from start to resolution through live chat, email, Discord, and other support channels. • Accurately identify, assess, and resolve a wide range of inquiries, including general account questions, technical issues, trading platform questions, data feed concerns, and operational support needs. • Develop a strong understanding of Tradeify’s trading platforms, internal tools, proprietary systems, and trader workflows. • Troubleshoot incoming inquiries, determine urgency and severity, and escalate to the appropriate internal teams such as Compliance, Operations, and Technology when needed. • Provide white-glove trader support by combining product knowledge, empathy, and strong follow-through. • Educate current and prospective traders on how Tradeify works, including account processes, platform functionality, rules, and trader expectations. • Contribute to Tradeify’s trader-facing Learning Center and internal knowledge bases to improve self-service resources and team efficiency. • Support team goals related to customer satisfaction, quality assurance, response times, and resolution quality. • Monitor trading systems and common support trends to proactively identify issues that may impact the trader experience or operational flow. • Participate in beta testing for new features and provide feedback that supports product improvement and company growth. • Adhere to internal guidelines, compliance procedures, and industry best practices to help maintain a secure, transparent, and trustworthy trading environment. • Assist with data accuracy, reconciliation, or operational support tasks as needed.
Benefits
• Join a fast-growing trading technology company serving traders across futures and crypto markets. • Work directly with traders and customers, making a meaningful impact on their experience every day. • Be part of a globally distributed, high-performance team that values ownership, speed, and innovation. • Help shape the support function as Tradeify continues to scale. • Grow with a company that is building a larger trading ecosystem across technology, education, community, and trader support.
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