Trader Success Manager

Job description

# **Trader Success Manager** ## **About Tradeify** Tradeify is a professional-grade futures trading platform providing access to commodities, equity indices, currencies, and interest rate products. We equip traders with the execution tools, market data, and infrastructure they need to perform at the highest level — whether they are independent retail participants or institutional desks. We are building a world-class team that combines deep market knowledge, analytical rigor, and a genuine passion for performance. If futures markets excite you, you will feel right at home here. ## **Position Summary** The **Trader Success Manager** plays a critical role in managing sensitive, high-level trader communications and complex case evaluations. Serving as a crucial bridge between our traders and internal Risk & Compliance teams, you will oversee high-stakes decisions—including payout reviews, payout denials, account restrictions, account closures, and VIP trader relations. Your mission is to balance risk mitigation and company policy enforcement with exceptional diplomacy, empathy, and professionalism—protecting the company’s reputation while ensuring fair, transparent resolutions for our traders. ## **Key Responsibilities** **1. High-Stakes Case Management & Escalations** - Act as the primary, high-touch liaison between traders and the internal Risk and Compliance teams for escalated cases. - Manage complex cases involving account restrictions, suspensions, closures, or permanent platform bans. - Serve as the dedicated point of contact for high-value and VIP traders, handling sensitive appeals, escalated complaints, and priority disputes with a white-glove approach. **2. Transparent & Sensitive Communication** - Communicate difficult decisions—such as payout denials, risk flags, or account terminations—clearly, empathetically, and professionally. - Work to de-escalate emotional or high-friction situations, maintaining composure under pressure. - Deliver transparent explanations grounded in company terms of service and compliance rules while upholding brand integrity. **3. Cross-Functional Resolution & Mediation** - Collaborate closely with Risk, Fraud, Legal, and Compliance teams to thoroughly review case evidence and agree on fair, consistent resolutions. - Design and execute approved goodwill solutions, tailored incentives, or settlement offers where appropriate to resolve disputes amicably. - Facilitate smooth, professional offboarding processes for traders when account termination is necessary. **4. Reputation Protection & Process Improvement** - Proactively protect the company’s brand reputation by minimizing unnecessary public disputes, negative reviews, chargebacks, and social media complaints. - Maintain meticulous, audit-ready records of all case files, trader communications, compliance decisions, and final outcomes. - Track recurring complaints or friction points, synthesizing data into actionable recommendations to improve internal workflows, platform policies, and the overall trader experience. ## **Qualifications** - 3–5+ years in high-level Customer Success, VIP Account Management, Risk/Fraud Operations, or Dispute Resolution within **Prop Trading, Fintech, Brokerages, or Financial Service**). - Exceptional written and verbal communication skills, with a proven track record of delivering tough news with tact, empathy, and firmness. - Skilled at handling hostile or upset customers and turning tense situations into constructive conversations. - Able to review complex data, trade logs, and compliance reports to understand *why* a decision was made and articulate it clearly. - Comfortable partnering with Risk, Legal, and Product teams to align on fair outcomes. - Absolute professionalism when handling confidential trader data and sensitive financial information. ### **Why Join Us?** - **Impact:** You will directly shape how our brand interacts with its highest-value users and protect company operations. - **Culture:** A fast-paced, collaborative environment where your feedback directly drives policy and product improvements. - **Growth:** Opportunity to develop deep expertise at the intersection of risk management, customer success, and proprietary trading operations.