Trader Support Specialist (Us)

TL;DR

Trader Support Specialist (Fintech): Serving as the primary point of contact for traders, resolving inquiries related to trading platforms, data feeds, and execution with an accent on technical and operational issues. Focus on providing white-glove care, improving trader-focused learning resources, and proactively identifying potential problems in trading systems.

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

Company

hirify.global is a 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, owning interactions from start to resolution through all support channels, including live chat, email, and Discord.
• Accurately identify, assess, and efficiently resolve a wide range of inquiries related to trading platforms, data feeds, and execution.
• Skillfully troubleshoot incoming inquiries, escalating to appropriate internal teams when necessary, ensuring prompt resolution and diligent follow-up.
• Actively participate in improving the trader-focused Learning Center and internal knowledge bases to promote self-service capabilities for traders.
• Monitor trading systems for common issues and proactively identify potential problems that could impact the trader experience or operational flow.
• Adhere strictly to all internal guidelines, compliance procedures, and industry best practices to ensure a secure, transparent, and trustworthy trading environment.

Requirements

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

Nice to have

• Strong familiarity with or demonstrated genuine interest in prop trading, FX or Futures trading, cryptocurrency, blockchain technology, and global financial markets.
• Basic understanding of trading concepts, various financial products (e.g., futures, FX), or the operational intricacies of proprietary trading firms.
• 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

• 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.

Hiring process

• Recruiter Interview: Focus on getting to know you a bit more and will explain the culture of the company.
• Interview(s) with your future manager: Explore your career history to make sure that you are a fit for the role you are applying to.
• Final Interview(s) with Leadership: Assess your strategic thinking and fit within the broader team.