Trader Support Specialist

Summary 

Our Trader Support Team drives our user satisfaction and is mentioned repeatedly as a reason our users would refer our company to others. As we grow, we want to ensure that we keep this team packed with positive attitudes, user-focused people, and team players. This role will have the opportunity to learn about the financial markets, hone leadership skills, and take ownership of initiatives, all to continue driving the enthusiastic support of our traders. 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. Full-time availability Monday-Friday. This means working 8 hours (plus a 30-min lunch break) starting at 7:00am (CT). For instance:

• 7:00am-3:30pm 
• 7:30am-4:00pm 
• 8:00am-4:30pm 
• 8:30am-5:00pm 

Key Responsibilities 

• Own trader interactions from start to resolution through all of our support channels which include; live chat, phone calls, and emails. 
• Strong technical aptitude with 2+ years of experience in technical support, IT, Software, or systems-based environments.
• Maintain in-depth product knowledge through ongoing education.
• Skillfully troubleshoot incoming inquiries, determining severity, and escalating to the appropriate team when necessary.
• Ability to troubleshoot trading platforms, internal systems, and account-related issues with confidence and urgency.
• 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.
• 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.

Required Qualifications and Key Competencies

• Access to high speed internet. 
• Ability to type a minimum of 30 WPM.
• Bachelor’s degree or comparable professional experience is preferred.
• Outstanding interaction with traders is your top priority.
• Deliver high-touch, white-glove customer service while resolving complex user concerns.
• 2+ years of experience in technical support, service desk, fintech, trading support, or customer-facing technical support roles.
• Experience using CRM or ticketing systems to manage cases and document resolutions. 
• 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.

Mathematical Skills                   

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.  

Reasoning Ability                   

Ability to apply common sense understanding to carry out written or oral instructions.  Ability to deal with problems involving concrete variables in standardized situations.  Ability to solve practical problems via a logical, analytic approach. 

Computer Skills                   

To perform this job successfully, an individual must have knowledge of electronic equipment, intermediate PC skills, knowledge of internet software and proficiency. Familiarity with Google Drive and Google Docs is a must. Computer experience/operation is required. Must have the ability to operate general office equipment.

Other Skills and Abilities          

Ability to multitask. Ability to work in a fast-paced environment. Strong time management and organizational skills. Ability to work under dynamic schedule constraints and consistently meet deliverable timelines.

Company Culture & Perks

• 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.
• Seven Company-paid Holidays and generous Family Leave. Paid time off is front-loaded.
• 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.

New Hire Base Salary Range

• $26.44/hr.
• Bonus: This position is eligible for a performance-based bonus as provided by the plan terms and governing documents.
• The compensation offered will take into account internal compensation structure and may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors.

Equal Opportunity Employer

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.

Interested in the role? Apply today with your resume!