The Trader Support Team at Topstep needs to maintain high user satisfaction and provide excellent support to traders. The role aims to onboard 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.
- Participate in beta testing new features.
- 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.
- Actively participate in improving Topstep’s trader-focused Learning Center, and our internal knowledge bases.
- Contribute to team goals by focusing on cSAT, Quality Assurance, and overall response times.
Other
- The successful candidate will be comfortable working non-standard hours, trader-focused, positive-results-driven, eager to learn new technical skills quickly, and will love working as part of a team.
- This role will be onsite in Chicago, Illinois.
- 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.
- 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
