[Hiring] Trader Support Team Lead @Tradeify

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