Trader Support Team Lead - US
About Tradeify Tradeify is a fast-growing proprietary trading firm and fintech platform empowering traders with capital, cutting-edge tools, and a high-performance ecosystem. We’re building a premium trading experience across futures, crypto, and beyond — combining real-time data infrastructure, elite trader tools, and a rapidly growing global community. As we scale, trader support is a critical function — not just to resolve issues, but to drive retention, trust, and long-term trader success. The Opportunity We’re hiring a Trader Support Team Lead (Futures & Crypto) to lead and scale our US-based support operations. This role will oversee a distributed team supporting traders across futures and crypto products, ensuring seamless, high-quality support aligned with 24/7 global trading activity. This is a high-impact operator role — you’ll lead people, build systems, and directly influence trader experience at scale. What You’ll Do Lead & Manage the Team
- Lead, coach, and develop a team of Trader Support Specialists across US and global time zones
- Build schedules to ensure 24/7 coverage across futures and crypto markets
- Set and manage KPIs (response time, resolution time, CSAT, quality)
- Create a high-performance, accountability-driven team culture
Own Support Operations
- Build and optimize support workflows, SLAs, and escalation processes
- Manage support across ticketing systems, Discord, and real-time channels
- Monitor queues and ensure fast, accurate, and high-quality responses
- Implement reporting and dashboards to track performance and identify gaps
Be the Voice of the Trader
- Partner with Product and Engineering to surface bugs, issues, and feature gaps
- Identify trends in trader behavior, platform usage, and support tickets
- Turn insights into actionable improvements across product and support
Handle Escalations
- Act as the point of escalation for complex or high-impact trader issues
- Manage cases related to platform performance, payouts, account access, and trading disputes
- Ensure resolutions are fast, thoughtful, and aligned with Tradeify’s brand
Build for Scale
- Develop SOPs, playbooks, and training materials
- Improve onboarding for new support hires
- Introduce automation, AI tools, and self-service resources
- Continuously improve efficiency without sacrificing quality
What We’re Looking For Required
- Located in the United States
- 4+ years in customer support, trader support, or operations
- 1+ years leading or mentoring support teams
- Experience supporting users in futures, crypto, or trading platforms
- Comfortable operating in high-volume, real-time environments
Preferred
- Experience in fintech, prop trading, or brokerage environments
- Familiarity with Discord-based communities and live support environments
- Experience managing global teams and shift-based coverage
- Experience implementing support tools, automation, or AI workflows
- Familiarity with tools like NinjaTrader, Tradovate, or crypto exchanges
What Makes You a Fit
- You think like an operator, not just a support agent
- You move fast and prioritize what matters
- You can balance speed and quality under pressure
- You are data-driven and constantly improving systems
- You care deeply about trader experience and outcomes
Why Tradeify
- Work at the center of a high-growth trading ecosystem (futures + crypto)
- Direct impact on trader experience, retention, and platform trust
- Opportunity to build and scale a global support function
- High ownership, fast-paced, no-red-tape environment
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