The Trader Support Team at Topstep needs to maintain high user satisfaction and drive referrals by providing enthusiastic support to traders. The company is growing and requires individuals who can learn financial markets, develop leadership skills, and take ownership of initiatives to enhance trader support.
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.
- Contribute to the overall growth and innovation of the company through idea generation and active participation in collaborative team projects.
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.
- Coordinate with the supervisor for scheduling work hours. This means working 8 hours (plus a 30-min lunch break) starting 5:00pm (CT) or later.
- Contribute to team goals by focusing on cSAT, Quality Assurance, and overall response times.
- Educate both existing and potential traders in their understanding of how Topstep works.
- 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 Omaha, Nebraska
