Back to jobs

Trader Support Specialist

United States

Summary
Our Trader Support Team drives our user satisfaction and is mentioned repeatedly as a reason our users would refer our company to others. As we grow, we want to ensure that we keep this team packed with positive attitudes, user-focused people, and team players. This role will have the opportunity to learn about the financial markets, hone leadership skills, and take ownership of initiatives, all to continue driving the enthusiastic support of our traders. While everyone works remotely, the expectation is that we are in constant communication with each other. The successful candidate will be trader-focused, positive-results-driven, eager to learn new technical skills quickly, and will love working as part of a team. Full-time availability Monday-Friday.  This means working 8 hours (plus a 30-min lunch break) starting 7:00am (CT). For instance:

  • 7:00am-3:30pm 
  • 7:30am-4:00pm 
  • 8:00 am-4:30pm 
  • 8:30am-5:00pm 

Key Responsibilities 

  • Own trader interactions from start to resolution through all of our support channels which include; live chat, phone calls, and Discord.
  • Use technical ability to master trading platforms, internal tools, and proprietary systems.
  • Maintain in-depth product knowledge through ongoing education.
  • Skillfully troubleshoot incoming inquiries, determining severity, and escalating to the appropriate team when necessary.
  • Make every trader interaction complete; using empathy as well as knowledge.
  • Actively participate in improving Topstep’s trader-focused Learning Center, and our internal knowledge bases.
  • Contribute to team goals by focusing on cSAT, Quality Assurance, and overall response times.
  • Educate both existing and potential traders in their understanding of how Topstep works.
  • Participate in beta testing new features.
  • Contribute to the overall growth and innovation of the company through idea generation and active participation in collaborative team projects.
  • Join us in shaping the future of Topstep, where your unique perspective and skills will play a vital role in driving success and satisfaction for our global community of traders.

Required Qualifications and Key Competencies

  • Access to highspeed internet 
  • Ability to type a minimum of 30 WPM
  • Bachelor’s degree or comparable professional experience is preferred
  • Outstanding interaction with traders is your top priority
  • Reasonable understanding of white-glove care
  • Minimum of one year experience in a customer contact position
  • Familiarity with CRM tools
  • Full-time availability Monday-Friday.  This means working 8 hours (plus a 30-min lunch break) starting between 7:00am- 8:00 am (CT). For instance: 
    • 7:00am-3:30pm 
    • 7:30am-4:00pm 
    • 8:00 am-4:30pm 
    • 8:30am-5:00pm 
  • Comfort with remote work and asynchronous tools to communicate
  • Desire for proactive communication with your colleagues
  • Strong organizational skills
  • Both goal- and results-oriented
  • Ability to handle ambiguity with confidence and ease
  • Willingness to notice and suggest improvements when necessary.
  • Actively seeks feedback for continuous improvement

Company Culture & Perks

  • Topstep is an engaging working environment which ranges from fully remote to hybrid. We foster a culture of collaboration with cameras on during meetings and a robust Slack environment for communication. 
  • 9 Company paid Holidays and generous Family Leave. Paid time off is accrued monthly.
  • Competitive 401(k) matching, health, dental, and vision insurance is offered for full time employees.
  • Vacations are encouraged with a bonus for taking 5 consecutive days. Employee referrals are bonused. Topstep offers a food and groceries budget and contributes towards health and wellness.

New Hire Base Salary Range

  • $26.44/hr
  • Bonus: This position is eligible for a performance-based bonus as provided by the plan terms and governing documents.
  • The compensation offered will take into account internal compensation structure and may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors.

Equal Opportunity Employer

Topstep is an Equal Opportunity Employer. We are committed to fostering an inclusive environment where all employees and applicants are valued. All qualified candidates will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status, in compliance with applicable federal, state, and local laws.

Interested in the role? Apply today with your resume and cover letter!

Create a Job Alert

Interested in building your career at Topstep? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Topstep’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.