Trader Support Team Lead @Tradeify
Customer Service
Salary unspecified
Remote Location
🇺🇸 USA Only
Job Type full-time
Posted 6d ago

[Hiring] Trader Support Team Lead @Tradeify

6d ago - Tradeify is hiring a remote Trader Support Team Lead. 💸 Salary: unspecified 📍Location: USA

Role Description

We’re hiring a Trader Support Team Lead (Futures & Crypto) to lead and scale our US-based support operations. This role will oversee a distributed team supporting traders across futures and crypto products, ensuring seamless, high-quality support aligned with 24/7 global trading activity. This is a high-impact operator role — you’ll lead people, build systems, and directly influence trader experience at scale.

What You’ll Do

  • Lead & Manage the Team
    • Lead, coach, and develop a team of Trader Support Specialists across US and global time zones
    • Build schedules to ensure 24/7 coverage across futures and crypto markets
    • Set and manage KPIs (response time, resolution time, CSAT, quality)
    • Create a high-performance, accountability-driven team culture
  • Own Support Operations
    • Build and optimize support workflows, SLAs, and escalation processes
    • Manage support across ticketing systems, Discord, and real-time channels
    • Monitor queues and ensure fast, accurate, and high-quality responses
    • Implement reporting and dashboards to track performance and identify gaps
  • Be the Voice of the Trader
    • Partner with Product and Engineering to surface bugs, issues, and feature gaps
    • Identify trends in trader behavior, platform usage, and support tickets
    • Turn insights into actionable improvements across product and support
  • Handle Escalations
    • Act as the point of escalation for complex or high-impact trader issues
    • Manage cases related to platform performance, payouts, account access, and trading disputes
    • Ensure resolutions are fast, thoughtful, and aligned with Tradeify’s brand
  • Build for Scale
    • Develop SOPs, playbooks, and training materials
    • Improve onboarding for new support hires
    • Introduce automation, AI tools, and self-service resources
    • Continuously improve efficiency without sacrificing quality

Qualifications

  • Located in the United States
  • 4+ years in customer support, trader support, or operations
  • 1+ years leading or mentoring support teams
  • Experience supporting users in futures, crypto, or trading platforms
  • Comfortable operating in high-volume, real-time environments

Requirements

  • Experience in fintech, prop trading, or brokerage environments
  • Familiarity with Discord-based communities and live support environments
  • Experience managing global teams and shift-based coverage
  • Experience implementing support tools, automation, or AI workflows
  • Familiarity with tools like NinjaTrader, Tradovate, or crypto exchanges

What Makes You a Fit

  • You think like an operator, not just a support agent
  • You move fast and prioritize what matters
  • You can balance speed and quality under pressure
  • You are data-driven and constantly improving systems
  • You care deeply about trader experience and outcomes

Benefits

  • Work at the center of a high-growth trading ecosystem (futures + crypto)
  • Direct impact on trader experience, retention, and platform trust
  • Opportunity to build and scale a global support function
  • High ownership, fast-paced, no-red-tape environment
Before You Apply
🇺🇸 Be aware of the location restriction for this remote position: USA Only
Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
Trader Support Team Lead @Tradeify
Customer Service
Salary unspecified
Remote Location
🇺🇸 USA Only
Job Type full-time
Posted 6d ago
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🇺🇸 Be aware of the location restriction for this remote position: USA Only
Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
Apply for this position
Did not apply
Applied
Sent Follow-Up
Interview Scheduled
Interview Completed
Offer Accepted
Offer Declined
Unlock 152,720 Remote Jobs
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