Trader Support Specialist (Fintech)

TL;DR

Trader Support Specialist (Fintech): Serving as the primary point of contact for traders, resolving inquiries and troubleshooting technical issues related to trading platforms and data feeds with an accent on customer satisfaction, quality assurance and overall response times. Focus on improving trader-focused learning center and internal knowledge bases to promote self-service capabilities for traders.

Location: Must be aligned with the UK time zones

Company

hirify.global specializes in multi-asset trading through data-driven strategies and cutting-edge technology, partnering with industry leaders to provide traders with a best-in-class experience.

What you will do

• Serve as the primary point of contact for traders through live chat, email, and Discord, managing interactions from start to resolution.
• Identify, assess, and efficiently resolve a wide range of inquiries, spanning from general account questions to complex technical and operational issues.
• Troubleshoot incoming inquiries, determining severity, and escalating to internal teams when necessary, ensuring prompt resolution and diligent follow-up.
• Actively participate in improving trader-focused Learning Center and internal knowledge bases to promote self-service capabilities for traders.
• Participate in beta testing new features and contribute to the overall growth and innovation of the company.
• Monitor trading systems for common issues and proactively identify potential problems that could impact the trader experience.

Requirements

• 2+ years of experience in a customer service, technical support, or operations role, preferably within a fast-paced environment.
• Excellent written and verbal communication skills, with the proven ability to explain complex technical or financial information clearly and empathetically.
• Ability to type a minimum of 30 WPM.
• Outstanding interaction with traders and customers is your top priority.
• Must be fluent in English
• Willingness and flexibility to work hours aligned with the US trading session, which may include early mornings or late evenings to ensure comprehensive coverage.

Nice to have

• Strong familiarity with or demonstrated genuine interest in prop trading, FX or Futures trading, cryptocurrency, blockchain technology, and global financial markets.
• Prior experience with specific trading platforms such as NinjaTrader or Tradovate, TradingView etc.
• Experience with community engagement platforms commonly used in the trading space, such as Telegram or Discord.

Culture & Benefits

• Dynamic and innovative work environment.
• Culture of quantitative analysis, rigorous risk management, and perpetual learning.
• Opportunity to work with industry leaders like NinjaTrader and Tradovate.
• Focus on empowering exceptional traders by providing significant capital, state-of-the-art technology, and unwavering support.

Hiring process

• Recruiter Interview: to know you more and explain the culture of the company.
• Interview(s) with your future manager: to determine if you’d be a good fit for us.
• Final Interview(s) with Leadership: assess your strategic thinking and fit within the broader team.