About Us
TopstepTrader is a high-growth, innovative, B2C company challenging the traditional retail trading model in the futures, foreign exchange and equities spaces. Having attracted over 30,000 traders from more than 160 countries since launching in 2012, we are not slowing down anytime soon!

A career at TopstepTrader places you at the intersection of technology, finance, and marketing for one of the fastest growing companies in Chicago. We were named #14 on Crain’s Best Places to Work 2018, and have also earned recognition on the 2017 Inc. 5000 list of the fastest-growing private companies in the U.S. We are growing our passionate team, user base, and business model, all the while reinventing the retail brokerage industry.

The Role
At TopstepTrader, individuals fully own their roles and are charged with meaningfully driving results.  We work fast and continuously optimize our products to reach more and more traders worldwide. 

Our customer support is what distinguishes our offering from everyone else’s. Our customers have been known to say things like”The support via email and by telephone is consistently outstanding” and “Customer service & support is beyond compare, they really do care and do their best to assist you in the best possible way.”  The Customer Support Manager will be responsible for building on our tradition of outstanding customer support as well as developing and leading a stellar team of customer support representatives.  

The ideal candidate is enthusiastic about working in a fast-paced environment, embracing innovation, and continuously improving. S/he will have a keen attention to detail, the ability to take ideas from concept to execution, and will lead with emotional intelligence. We're looking for a self-starter who learns quickly, loves technology, and has proven problem-solving and people skills.

Are you excited about this opportunity? If so, read on…

What You’ll Do

• Provide excellent customer service to meet or exceed department and company goals and objectives.
• Deliver timely and accurate customer support including resolution to escalated customer issues.
• Work cross-departmentally in order to ensure that the customer representative and customer voices are present in decisions, as well as to bring decisions and details back to the team and ensure proper training to support our customers.
• Provide timely, accurate, and summarized customer feedback to the organization. 
• Identify, develop and implement process and procedure improvements - as well as possible new technologies - that increase efficiency and improve the overall customer experience.
• Promote a “User First” mentality within the customer support department and throughout the company.
• Identify and implement opportunities to improve the performance, quality of work, and efficiency of team members.
• Ensure coverage during business hours, approve PTO and hours worked, and other administrative tasks as it pertains to team members.
• Create and share reports with senior leadership that highlight the department’s strengths and areas for improvement.
• Forecast future hiring needs and oversee recruiting, onboarding and orientation for new support team members.
• Organize and provide ongoing training and development opportunities for team members.
• Proactively stay up to date with new customer service trends, training, and metrics.
• Continue to find new and improved ways for the customer support department to live our company values.

What You’ll Need

• Bachelor’s degree, preferably in a related and/or equivalent field
• Minimum five years of customer service experience or equivalent relevant work experience
• Three-plus years of demonstrated leadership experience and success motivating a team of 5-10
• Expert level Zendesk experience
• Knowledge of performance evaluation and customer service metrics
• Demonstrated ability to be compassionate and lead with a high level of discretion 
• Ability to have fun and make the job fun for others.
• Strong sense of accountability and a high degree of work quality
• Excellent interpersonal skills: in person, on the phone, and via email

What You’ll Enjoy

• Competitive salary and bonus incentives 
• A culture of development and innovation
• Excellent medical, dental, vision, life, long-term/short-term disability insurance, and 401k retirement plan with company match 
• Generous paid time off, which increases annually, and paid holidays
• Paid maternity leave
• Ability to learn about the financial markets and trading industry from experienced professionals
• Opportunities to work from home
• Summer Friday (flexible) hours 
• Great perks: team events and happy hours, paid volunteer days, catered lunches, birthday and anniversary celebrations, cereal and snack bar, and much more.

Is TopstepTrader the place for you? If so, apply today! We can’t wait to hear from you.
TopstepTrader is an Equal Opportunity Employer and does not discriminate against any employee or applicant on the basis of race, gender, age, disability, or any other basis protected under the law.