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 help drive trader satisfaction and provide excellent 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.
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
- Comfort with remote work and asynchronous tools to communicate
- 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
- 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
- Weekend availability is required for this position.
