Trader Support Specialist (US)

Serve as the primary point of contact for Tradeify.co traders and customers, owning interactions from start to resolution through all support channels, including live chat, email, and Discord. Accurately identify, assess, and efficiently resolve a wide range of inquiries, spanning from general account questions to more complex technical and operational issues related to trading platforms, data feeds, and execution. Use technical ability to master trading platforms, internal tools, and proprietary systems, maintaining in-depth product knowledge through ongoing education. Skillfully troubleshoot incoming inquiries, determining severity, and escalating to appropriate internal teams such as Compliance, Operations, and Technology when necessary, ensuring prompt resolution and diligent follow-up. Make every trader interaction complete, using empathy as well as knowledge to provide white-glove care. Actively participate in improving Tradeify.co ’s trader-focused Learning Center and our internal knowledge bases to promote self-service capabilities for traders. Contribute to team goals by focusing on customer satisfaction (CSAT), Quality Assurance, and overall response times. Educate both existing and potential traders in their understanding of how Tradeify.co works. Participate in beta testing new features and contribute to the overall growth and innovation of the company through idea generation and active participation in collaborative team projects. Monitor trading systems for common issues and proactively identify potential problems that could impact the trader experience or operational flow. Adhere strictly to all internal guidelines, compliance procedures, and industry best practices to ensure a secure, transparent, and trustworthy trading environment. Potentially assist with data accuracy and reconciliation tasks as needed to support robust trading operations.