Customer Support Specialist
We are seeking a knowledgeable Customer Support Specialist to become the crucial link between our futures trading platform and our global trader community. In this vital role, you’ll provide expert support to futures traders, ensuring they receive exceptional service and can navigate the complexities of futures markets with confidence. You’ll be part of our expanding international presence while helping traders master futures trading with professional capital.
As a leading proprietary trading firm specializing in futures markets, we understand that expert support is essential for trader success in these sophisticated instruments. You’ll join our growing team of professionals dedicated to providing the specialized support infrastructure that enables futures traders to focus on what they do best – trading the markets.
Key Responsibilities:
- Provide support to traders using futures accounts—handling onboarding, account rules, trading policies, payouts, and account scaling.
- Educate traders on futures-specific trading conditions, including profit targets, drawdown limits, and overnight holding rules.
- Triage technical issues related to platform execution, slippage, latency, and order types; escalate to development teams when necessary.
- Maintain our knowledge base with futures-focused FAQs, guides, and resources.
- Assist with proper documentation for KYC/verification and account administration.
- Log all interactions accurately in CRM for support analytics and quality review.
- Collaborate with Tech Operations to ensure a seamless trader experience through the entire lifecycle.
- Ensure response times to customers are kept to a minimum at all times.
- Maintain strict compliance with internal data privacy policies by ensuring that all customer information is kept confidential and is only shared with authorized internal staff or the specific customer involved.
What You Bring:
- Previous customer support experience in a futures brokerage or futures prop firm environment.
- Strong understanding of futures instruments, including major index futures, commodity futures, micro-futures, and how they differ from CFDs as well as all regulatory requirements.
- Clear and polished English communication skills—both written and verbal.
- Ability to explain complex futures concepts (e.g. margin, maintenance, EOD vs rolling trades, overnight risk) in simple terms.
- Excellent problem-solving ability, attention to detail, empathy, and strong organizational skills.
- Comfortable using CRM tools, ticketing systems, and Microsoft Office/Google Suite.
- Cool under pressure—able to help traders during volatile session periods.
Why Join Our Team? Join a company that’s at the forefront of futures trading and empowering traders globally. Your expertise in futures support will be immediately impactful – every interaction helps shape a trader’s journey in the complex world of futures markets.
We provide comprehensive training on futures-specific platforms and trading conditions, ensuring you’re equipped with the specialized knowledge to support our sophisticated trading community effectively. Our collaborative environment offers you the opportunity to work alongside experienced futures professionals while deepening your expertise in derivatives markets.
We understand the demands of supporting futures traders and offer a structured approach to work-life balance, with defined shift patterns that allow you to maintain your personal commitments while delivering exceptional service to our global futures trading community.
Ready to empower the next generation of futures traders? If you’re passionate about futures markets and ready to make a real difference in traders’ lives, we’d love to hear from you! Please share your CV along with a brief note about your experience with futures trading and financial markets.
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