Trader Support Specialist

About Us

At , we are not just another proprietary trading firm; we are a dynamic and innovative force, specializing in multi-asset trading through sophisticated, data-driven strategies and cutting-edge technology. We partner with industry leaders like NinjaTrader and Tradovate to provide our traders with a best-in-class experience. Our core mission is to empower exceptional traders by providing significant capital, state-of-the-art technology, and unwavering support, enabling them to thrive in the complexities of global financial markets.

We are deeply rooted in a culture of quantitative analysis, rigorous risk management, and perpetual learning.

As we continue our aggressive growth trajectory, we are seeking talented Trader Support Specialists to work with our prop traders during the LATAM (Latin America) time zones.

The Opportunity

• Serve as the primary point of contact for 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 '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 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.

Qualifications

• 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

Nice to Haves

• 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.

Our Hiring Process

Recruiter Interview: If we like your initial application, expect to schedule an interview with a member of our recruitment team. This interview will focus on getting to know you a bit more and will explain the culture of the company. We want to know more about why you want to join our team, how you feel about our company, and how it fits into your overall career plan to make sure this is the right place for you.

Interview(s) with your future manager: This is to make sure that you are a fit for the role you are applying to and to explore your career history. In this interview, we'll learn more about the hard and soft skills you possess to help determine if you'd be a good fit for us.

Final Interview(s) with Leadership: Depending on the role, you may be interviewed by our senior leaders to assess your strategic thinking and fit within the broader team.