Trader Support Specialist - Futures

Job description

## About Tradeify At Tradeify, we are not just another proprietary trading firm. We are a dynamic and innovative fintech and prop trading platform specializing in multi-asset trading through sophisticated, data-driven strategies and cutting-edge technology. We partner with industry leaders like NinjaTrader and Tradovate to provide our traders with a best-in-class experience. Our 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 deeply rooted in a culture of quantitative analysis, rigorous risk management, and continuous learning. As we continue our aggressive growth trajectory, we are seeking talented Trader Support Specialists to support our traders and customers during our evening coverage window. ## The Opportunity Tradeify is hiring a **Trader Support Specialist** to serve as a primary point of contact for our traders and customers. In this role, you will own trader interactions from start to resolution across support channels including live chat, email, and Discord. This is a high-touch support role that requires strong communication skills, technical curiosity, empathy, and the ability to troubleshoot issues in a fast-paced trading environment. You will help traders navigate account questions, platform issues, operational inquiries, and general Tradeify support needs while ensuring every interaction feels complete, clear, and professional. **Schedule:** This role will work **3:00 PM to 11:00 PM EST**. ## What You’ll Do - 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. ## What We’re Looking For - 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. - Fluency in English is required. - Ability to work **3:00 PM to 11:00 PM EST**. ## Nice to Haves - 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:** If we move forward with your application, you will speak with a member of our recruiting team. This conversation will focus on your background, interest in Tradeify, and how the role aligns with your career goals. **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. ## Why Join Tradeify - 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.