About the Role
You will help customers with some of their most complex issues with a focus on options trading and margin related issues. Your work will empower them to learn and grow as traders. You will provide feedback to business partners to improve the product and platform and, in doing so, enhance the customer experience.
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 licenses; Series 3 required within 90 days
- Bonus if you have Series 4 license
- Familiarity with support platforms and CRM tools such as Salesforce
- Demonstrated ability to collaborate with cross-functional teams to enhance product functionality and customer satisfaction
- Proven track record of effectively handling escalated customers and successfully de-escalating them
- Enthusiasm for financial markets trading platforms and fintech innovations
Responsibilities
- Support key initiatives aimed at improving customer experience metrics ASAT and 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
Benefits
- Challenging high impact work to grow your career
- Performance driven compensation with multipliers for outsized impact and equity ownership
- 100% paid health insurance for employees with 90% coverage for dependents
- Lifestyle wallet a highly flexible benefits spending account for wellness and learning
- Employer paid life and disability insurance, fertility benefits, and mental health benefits
- Time off to recharge including company holidays, paid time off, sick time, parental leave
- Exceptional office experience with catered meals and events