Trader Support Specialist – LATAM
Tradeify
contract
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
About the role
- Serve as the primary point of contact for Tradeify.co traders and customers, 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, spanning from general account questions to more complex technical and operational issues related to trading platforms, data feeds, and execution.
- Use technical ability to master trading platforms, internal tools, and proprietary systems, maintaining in-depth product knowledge through ongoing education.
- Skillfully troubleshoot incoming inquiries, determining severity, and escalating to appropriate internal teams such as Compliance, Operations, and Technology when necessary, ensuring prompt resolution and diligent follow-up.
- Make every trader interaction complete, using empathy as well as knowledge to provide white-glove care.
- Actively participate in improving Tradeify.co’s trader-focused Learning Center and our internal knowledge bases to promote self-service capabilities for traders.
- Contribute to team goals by focusing on customer satisfaction (CSAT), Quality Assurance, and overall response times.
- Educate both existing and potential traders in their understanding of how Tradeify.co works.
- Participate in beta testing new features and contribute to the overall growth and innovation of the company through idea generation and active participation in collaborative team projects.
- 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.
- Potentially assist with data accuracy and reconciliation tasks as needed to support robust trading operations.
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.
- Demonstrated ability to multitask effectively, prioritize competing demands, and manage time efficiently in a dynamic and high-pressure setting.
- Strong analytical and problem-solving skills, coupled with a proactive approach to identifying, diagnosing, and resolving issues independently.
- Proficiency in utilizing CRM software (e.g., Intercom, HubSpot) and other customer support tools to manage interactions and data.
- Desire for proactive communication with colleagues and strong organizational skills.
- Both goal- and results-oriented, with the ability to handle ambiguity with confidence and ease.
- Willingness to notice and suggest improvements when necessary, and actively seeks feedback for continuous improvement.
- 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.
Benefits
- Health insurance
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer servicetechnical supportoperationstroubleshootingdata accuracyreconciliationmultitaskinganalytical skillsproblem-solvingtyping (30 WPM)
Soft skills
communication skillsempathyorganizational skillsgoal-orientedresults-orientedproactive communicationtime managementflexibilityattention to detailcollaboration