Trader Support Specialist (Fintech)

TL;DR

Trader Support Specialist (Fintech): Serving as the primary point of contact for prop traders, resolving technical and operational issues related to trading platforms and data feeds with an accent on customer satisfaction and continuous improvement of support resources. Focus on mastering internal systems, troubleshooting complex inquiries, and proactively monitoring trading systems to ensure a secure and transparent trading environment.

Location: Remote (Global, with focus on LATAM time zones)

Salary: $1,000–$1,500 a month

Company

hirify.global is a dynamic and innovative proprietary trading firm specializing in multi-asset trading through sophisticated, 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.
• Identify, assess, and efficiently 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 internal teams such as Compliance, Operations, and Technology.
• Contribute to improving hirify.global’s trader-focused Learning Center and internal knowledge bases to promote self-service.
• Monitor trading systems for common issues and proactively identify potential problems.

Requirements

• 2+ years of experience in a customer service, technical support, or operations role.
• Excellent written and verbal English communication skills (fluent required).
• Ability to multitask effectively, prioritize competing demands, and manage time efficiently.
• Strong analytical and problem-solving skills, with a proactive approach to issue resolution.
• Proficiency in 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.

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 commonly used in the trading space (e.g., Telegram or Discord).

Culture & Benefits

• Deeply rooted in a culture of quantitative analysis, rigorous risk management, and perpetual learning.
• Empowerment of exceptional traders by providing significant capital, state-of-the-art technology, and unwavering support.
• Opportunity to participate in beta testing new features and contribute to company growth.
• Focus on customer satisfaction (CSAT), Quality Assurance, and overall response times.
• Strict adherence to internal guidelines, compliance procedures, and industry best practices.

Hiring process

• Recruiter Interview to discuss culture and career fit.
• Interview(s) with your future manager to assess hard and soft skills.
• Final Interview(s) with Leadership to assess strategic thinking and team fit.