💼 About This Role

You'll lead and scale US-based support operations for a fast-growing proprietary trading firm, overseeing a distributed team supporting traders across futures and crypto products. Your core impact will be setting KPIs, optimizing workflows, and acting as the escalation point for complex issues. This high-impact operator role offers direct influence on trader experience and opportunities to build for scale.

🎯 What You'll Do

• Lead, coach, and develop a team of Trader Support Specialists
• Build and optimize support workflows, SLAs, and escalation processes
• Partner with Product and Engineering to surface bugs and feature gaps
• Handle escalations for complex trader issues and disputes

📋 Requirements

• 4+ years in customer support, trader support, or operations
• 1+ years leading or mentoring support teams
• Experience supporting users in futures or crypto platforms
• Located in the United States

✨ Nice to Have

• Experience in fintech, prop trading, or brokerage environments
• Familiarity with Discord-based communities and live support
• Experience implementing support automation or AI workflows

🎁 Benefits & Perks

• 🚀 High ownership and fast-paced environment
• 🌍 Work remotely from anywhere in the US
• 📈 Direct impact on trader experience and retention
• 🔧 Opportunity to build a global support function