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