The Trader Support Team is crucial for user satisfaction and referrals. The company needs to maintain a high level of support as it grows, requiring individuals who are positive, user-focused, and team-oriented to handle trader inquiries and contribute to platform improvement.
Requirements
- Access to highspeed internet
- Ability to type a minimum of 30 WPM
- Familiarity with CRM tools
- Comfort with remote work and asynchronous tools to communicate
- Eager to learn new technical skills quickly
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.
- Actively participate in improving Topstep’s trader-focused Learning Center, and our internal knowledge bases.
- 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.
- Educate both existing and potential traders in their understanding of how Topstep works.
Other
- While everyone works remotely, the expectation is that we are in constant communication with each other.
- The successful candidate will be trader-focused, positive-results-driven, will love working as part of a team, and will be available to work up to 29 hours per week.
- Make every trader interaction complete; using empathy as well as knowledge.
- Contribute to team goals by focusing on cSAT, Quality Assurance, and overall response times.
- Contribute to the overall growth and innovation of the company through idea generation and active participation in collaborative team projects.
- Join us in shaping the future of Topstep, where your unique perspective and skills will play a vital role in driving success and satisfaction for our global community of traders.
- Bachelor’s degree or comparable professional experience is preferred
- 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
- This is a part-time role with a flexible schedule of up to 29 hours per week, including: Daytime, Overnight, Weekends
- Topstep is an engaging working environment which ranges from fully remote to hybrid.
- We foster a culture of collaboration with cameras on during meetings and a robust Slack environment for communication.
- 9 Company paid Holidays and generous Family Leave.
- Paid time off is accrued monthly.
- Competitive 401(k) matching, health, dental, and vision insurance is offered for full time employees.
- Vacations are encouraged with a bonus for taking 5 consecutive days.
- Employee referrals are bonused.
- Topstep offers a food and groceries budget and contributes towards health and wellness.
- We are currently unable to hire candidates residing in the following states: California and Montana.
- If you are located in one of these states, we encourage you to check back in the future for opportunities as our hiring policies may change.
- Topstep is an Equal Opportunity Employer.
- We are committed to fostering an inclusive environment where all employees and applicants are valued.
- All qualified candidates will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status, in compliance with applicable federal, state, and local laws.
- Apply today with your resume and cover letter!
