Our Trader Support Team drives our user satisfaction and is mentioned repeatedly as a reason our users would refer our company to others. As we grow, we want to ensure that we keep this team packed with positive attitudes, user-focused people, and team players.
Requirements
- Ability to type a minimum of 30 WPM
- Familiarity with CRM tools
Responsibilities
- Use technical ability to master trading platforms, internal tools, and proprietary systems.
- Skillfully troubleshoot incoming inquiries, determining severity, and escalating to the appropriate team when necessary.
- Actively participate in improving Topstep’s trader-focused Learning Center, and our internal knowledge bases.
- Participate in beta testing new features.
Other
- Own trader interactions from start to resolution through all of our support channels which include; live chat, phone calls, and Discord.
- Maintain in-depth product knowledge through ongoing education.
- Make every trader interaction complete, using empathy as well as knowledge.
- Educate both existing and potential traders in their understanding of how Topstep works.
- Contribute to the overall growth and innovation of the company through idea generation and active participation in collaborative team projects.
- Outstanding interaction with traders is your top priority
- Reasonable understanding of white-glove care
- Minimum of one year experience in a customer contact position
- Desire for proactive communication with your colleagues
- Strong organizational skills
- Both goal- and results-oriented
- Ability to handle ambiguity with confidence and ease
- Willingness to notice and suggest improvements when necessary.
- Actively seeks feedback for continuous improvement
- Able to work onsite in Chicago, Illinois
- Full-time availability Monday-Friday. This means working 8 hours (plus a 30-min lunch break) starting between 7:00am- 8:00 am (CT). For instance:
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