Trader Support Team Lead

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Trader Support Team Lead in United States.

This role offers the chance to lead and scale a high-performing support team in a fast-paced trading environment, spanning futures and crypto markets. The Trader Support Team Lead will oversee operations across multiple time zones, ensuring timely, accurate, and high-quality trader support that drives trust, retention, and platform adoption. You will serve as both a people leader and an operational strategist, optimizing workflows, implementing automation, and setting KPIs that measure success. This position requires hands-on involvement with escalations, platform insights, and cross-functional collaboration to improve trader experience. You will directly influence trader satisfaction while building scalable processes and a culture of accountability and performance. The environment is dynamic, collaborative, and centered on delivering excellence in a high-volume, real-time market setting.

• Lead, coach, and develop a distributed team of Trader Support Specialists across US and global time zones
• Build and manage schedules to provide 24/7 coverage across futures and crypto markets
• Set, track, and manage KPIs including response time, resolution time, CSAT, and quality standards
• Design, optimize, and maintain support workflows, SLAs, escalation procedures, and reporting dashboards
• Monitor real-time support channels, ticketing systems, and Discord communities to ensure fast and accurate issue resolution
• Act as the primary point of escalation for complex trader issues related to platform performance, payouts, account access, and trading disputes
• Collaborate with Product and Engineering teams to surface bugs, identify trends, and drive actionable improvements
• Develop SOPs, playbooks, training materials, and onboarding processes for new hires, leveraging automation and AI tools to scale efficiently

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Requirements:

• Located in the United States
• 4+ years of experience in customer support, trader support, or operations within fast-paced, real-time environments
• 1+ year of experience leading, coaching, or mentoring support teams
• Experience supporting traders or users in futures, crypto, or other trading platforms
• Strong operational mindset with the ability to balance speed and quality under pressure
• Data-driven approach to measuring performance and improving systems
• Preferred: experience in fintech, proprietary trading, brokerage environments, or managing global shift-based teams
• Familiarity with Discord-based communities, NinjaTrader, Tradovate, or crypto exchanges is a plus

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Benefits:

• Opportunity to work in a high-growth trading ecosystem (futures + crypto)
• Direct impact on trader experience, retention, and platform trust
• Fully remote U.S.-based position with flexible scheduling
• High-ownership, fast-paced environment with minimal bureaucracy
• Competitive salary with performance incentives
• Opportunities to implement and innovate with automation and AI-driven workflows