The Trader Support Team at Topstep needs to maintain high user satisfaction and drive referrals by providing enthusiastic support to traders. The role aims to enhance user experience by ensuring traders have a positive interaction with the company's platforms and services.
Requirements
- 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.
- 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.
- Educate both existing and potential traders in their understanding of how Topstep works.
- 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.
- 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
- 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
