Trader Support Specialist – LATAM

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November 12

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Tradeify

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B2C • Fintech • eCommerce

Tradeify is a prop trading firm that empowers traders by providing them with up to $750,000 in funding through a streamlined process. The company offers instant funding options, allowing traders to start generating payouts quickly without the need for extensive evaluation periods. With features like automated journaling to track and analyze trading performance, Tradeify focuses on enabling traders to maximize their potential while minimizing their financial risk. Additionally, the platform provides personalized support to help navigate the trading journey effectively.

11 - 50 employees

Founded 2021

👥 B2C

💳 Fintech

🛍️ eCommerce

📋 Description

• 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.

🎯 Requirements

• 2+ years of experience in a customer service, technical support, or operations role, preferably within a fast-paced and demanding environment. • Excellent written and verbal communication skills, with the proven ability to explain complex technical or financial information clearly, concisely, and empathetically. • Ability to type a minimum of 30 WPM. • Outstanding interaction with traders and customers is your top priority, demonstrating a reasonable understanding of white-glove care. • Demonstrated ability to multitask effectively, prioritize competing demands, and manage time efficiently in a dynamic and high-pressure setting. • Strong analytical and problem-solving skills, coupled with a proactive approach to identifying, diagnosing, and resolving issues independently. • Proficiency in utilizing CRM software (e.g., Intercom, HubSpot) and other customer support tools to manage interactions and data. • Desire for proactive communication with colleagues and strong organizational skills. • Both goal- and results-oriented, with the ability to handle ambiguity with confidence and ease. • Willingness to notice and suggest improvements when necessary, and actively seeks feedback for continuous improvement. • Willingness and flexibility to work hours aligned with the US trading session, which may include early mornings or late evenings to ensure comprehensive coverage. • Must be fluent in English.

🏖️ Benefits

• Health insurance • Professional development opportunities