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 Apply tot his job Apply To this Job