Trader Support Specialist (Fintech)

TL;DR

Trader Support Specialist (Fintech): Serving as the primary point of contact for traders, owning interactions and resolving inquiries related to trading platforms, data feeds, and execution with an accent on technical troubleshooting, accurate assessment, and white-glove customer care. Focus on mastering proprietary systems, contributing to knowledge bases, and ensuring secure and transparent trading environments.

Location: Worldwide. Willingness and flexibility to work hours aligned with the US trading session, which may include early mornings or late evenings.

Salary: $1,000–$1,500 a month

Company

hirify.global is a dynamic and innovative proprietary trading firm specializing in multi-asset trading through data-driven strategies and cutting-edge technology.

What you will do

• Serve as the primary point of contact for traders and customers through live chat, email, and Discord.
• Accurately identify, assess, and resolve inquiries related to trading platforms, data feeds, and execution.
• Master trading platforms, internal tools, and proprietary systems, maintaining in-depth product knowledge.
• Troubleshoot incoming inquiries, determine severity, and escalate to appropriate internal teams (Compliance, Operations, Technology).
• Provide white-glove care to traders, ensuring every interaction is complete and empathetic.
• Actively participate in improving the Learning Center and internal knowledge bases to promote self-service.
• Monitor trading systems for common issues and proactively identify potential problems.
• Adhere strictly to all internal guidelines, compliance procedures, and industry best practices.

Requirements

• 2+ years of experience in a customer service, technical support, or operations role.
• Excellent written and verbal communication skills to explain complex information clearly.
• Strong analytical and problem-solving skills with a proactive approach to issue resolution.
• Proficiency in utilizing CRM software (e.g., Intercom, HubSpot) and other customer support tools.
• Willingness and flexibility to work hours aligned with the US trading session, which may include early mornings or late evenings.
• English: Fluent required.

Nice to have

• Strong familiarity with or genuine interest in prop trading, FX or Futures trading, cryptocurrency, blockchain technology, and global financial markets.
• Basic understanding of trading concepts or the operational intricacies of proprietary trading firms.
• Prior experience with specific trading platforms such as NinjaTrader or Tradovate.
• Experience with community engagement platforms like Telegram or Discord.

Culture & Benefits

• Deeply rooted in a culture of quantitative analysis, rigorous risk management, and perpetual learning.
• Empowering exceptional traders by providing significant capital, state-of-the-art technology, and unwavering support.
• Opportunity to contribute to overall growth and innovation through idea generation and team projects.
• Actively seeks feedback for continuous improvement.

Hiring process

• Recruiter Interview: Focus on getting to know you, company culture, and career fit.
• Interview(s) with your future manager: Assess hard and soft skills for role fit.
• Final Interview(s) with Leadership: Evaluate strategic thinking and broader team fit.