[Hiring] Overnight Client Support Specialist @Questrade Financial Group

Role Description

The Overnight Client Support Specialist (Equity, Option, Crypto) is a high-tier subject matter expert dedicated to achieving First Contact Resolution (FCR) across the full breadth of client trading activity during Questrade’s overnight and extended market hours.

• Serve as the primary overnight contact for complex digital asset, equity, and options inquiries.
• Monitor trading activity, multi-venue order flow, and spot/derivatives liquidity overnight.
• Investigate and execute trades, routing orders across ECNs/exchanges.
• Diagnose complex inquiries for perpetual and fixed-expiry futures.
• Manage support workflows for event contracts.
• Oversee asset custody across exchange sub-custody vaults.
• Resolve domestic and international fiat funding delays.
• Monitor KYC/AML flags and investigate anomalies.
• Partner with Trade Desk, Risk, and QTG teams for clear shift handoffs.
• Stay current on Questrade products, policies, and cross-asset market developments.

Qualifications

• Minimum 1-2 years of related work experience in a regulated crypto exchange, derivatives trading desk, or high-volume fintech customer operations role.
• Post-secondary degree or diploma in Finance, Economics, Computer Science, Information Technology, or a related field.
• CIRO registered (or in progress to become registered).
• Deep functional understanding of digital asset market micro-structures.
• Broad investment product knowledge in equities, options, and option spreads.
• Solid understanding of blockchain infrastructure knowledge.
• Comfortable navigating institutional financial SaaS dashboards.
• Extreme attention to details and high emotional intelligence.

Requirements

• Active professional designations demonstrating digital asset or financial literacy are considered strong assets.
• Highly valued credentials include technical crypto certifications and traditional Canadian financial industry proficiencies.

Benefits

• Health & wellbeing resources and programs.
• Paid vacation, personal, and sick days for work-life balance.
• Competitive compensation and benefits packages.
• Work-life balance.
• Career growth and development opportunities.
• Opportunities to contribute to community causes.
• Work with diverse team members in an inclusive and collaborative environment.