Responsibilities
- Support key initiatives aimed at improving customer experience metrics (ASAT, QA) by collaborating with cross-functional teams.
- Identify and analyze customer issues, providing thorough and effective solutions to enhance customer satisfaction.
- Develop subject matter expertise in areas such as Options and Margin trading to effectively handle and resolve technical customer queries.
- Utilize customer insights and data analytics to identify trends, escalate findings, and propose customer-centric solutions.
- Contribute to internal knowledge bases, training content, and onboarding processes to improve team readiness and effectiveness.
- Address escalated customer issues, ensuring swift resolution while balancing business integrity and regulatory compliance.
- Engage in continuous learning and actively participate in team-driven process improvements.
- Provide customer support for Event Contracts upon obtaining Series 3 licensure, leveraging strong derivatives and risk management expertise
Requirements
- 3+ years of customer experience within financial services, including at least 1 year working in an active trader role or on a trade desk.
- Active Series 7 & 63
- Demonstrated ability to collaborate with cross-functional teams (Product, Compliance, Engineering) to enhance product functionality and customer satisfaction.
- Proven track record of effectively handling escalated customers and successfully de-escalating them
- Familiarity with support platforms and CRM tools (e.g. Salesforce)
- Enthusiasm for financial markets, trading platforms, and fintech innovations.
Nice to Have
- Series 3 & 4
Benefits
- Challenging, high-impact work to grow your career
- Performance driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching
- Best in class benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents
- Lifestyle wallet - a highly flexible benefits spending account for wellness, learning, and more
- Employer-paid life & disability insurance, fertility benefits, and mental health benefits
- Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!
- Exceptional office experience with catered meals, events, and comfortable workspaces.
Work Arrangement
Hybrid
Additional Information
- Shifts actively recruiting for by most needed: - Remote-Overnights - In-office Day Shift - Remote- Mid Shift
- Applications for this role will be accepted through ongoing. Please connect with your recruiter for more information about this role’s application window.
