Trader Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as the primary and high-touch liaison between traders and the internal Risk and Compliance teams for escalated issues.

• Oversee intricate cases involving account restrictions, suspensions, closures, or permanent bans from the platform.

• Act as the dedicated contact for high-value and VIP traders, managing sensitive appeals, escalated grievances, and priority disputes with a premium service approach.

• Clearly, empathetically, and professionally communicate challenging decisions—such as payout denials, risk flags, or account terminations.

• Work to de-escalate emotional or high-tension situations, maintaining calmness under pressure.

• Collaborate closely with Risk, Fraud, Legal, and Compliance teams to meticulously review case evidence and arrive at fair, consistent resolutions.

• Proactively safeguard the company’s brand reputation by reducing unnecessary public disputes, negative reviews, chargebacks, and social media complaints.

• Keep detailed, audit-ready documentation of all case files, trader communications, compliance decisions, and final outcomes.

⛳️ Requirements

• 3–5+ years of experience in high-level Customer Success, VIP Account Management, Risk/Fraud Operations, or Dispute Resolution within Prop Trading, Fintech, Brokerages, or Financial Services.

• Outstanding written and verbal communication abilities, with a demonstrated history of delivering difficult news with tact, empathy, and firmness.

• Proficient in managing hostile or upset customers and transforming tense situations into constructive dialogues.

• Capable of analyzing complex data, trade logs, and compliance reports to understand decision-making processes and effectively articulate them.

• Comfortable collaborating with Risk, Legal, and Product teams to ensure equitable outcomes.

• Utmost professionalism when dealing with confidential trader data and sensitive financial information.

🏝️ Benefits

• Impact: You will play a direct role in shaping how our brand engages with its most valuable users and safeguarding company operations.

• Culture: A dynamic, collaborative environment where your insights directly influence policy and product enhancements.

• Growth: Opportunity to cultivate deep expertise at the nexus of risk management, customer success, and proprietary trading operations.