Our Trader Support Team drives user satisfaction, and we need to maintain this high level of support as we grow. This role will help us continue to provide enthusiastic support to our traders by learning about financial markets, honing leadership skills, and taking ownership of initiatives.
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
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.
- Contribute to team goals by focusing on cSAT, Quality Assurance, and overall response times.
Other
- Must be able to work full-time (5 days/week) — must be available to work Saturday and/or Sunday as part of your regular schedule. Start times range from 6:00 AM to 5:00 PM.
- 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, eager to learn new technical skills quickly, and will love working as part of a team.
- Weekend availability is required for this position.
- 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.
- 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
- We are currently unable to hire candidates residing in the following states: California and Montana.
