Trader Success Manager

About the Company

Tradeify is a professional-grade futures trading platform providing access to commodities, equity indices, currencies, and interest rate products. We equip traders with the execution tools, market data, and infrastructure they need to perform at the highest level.

Responsibilities

• Act as the primary liaison between traders and internal Risk and Compliance teams for escalated cases
• Manage complex cases involving account restrictions, suspensions, closures, or permanent platform bans
• Serve as the dedicated point of contact for high-value and VIP traders
• Communicate difficult decisions such as payout denials or account terminations clearly and professionally
• Collaborate with Risk, Fraud, Legal, and Compliance teams to review case evidence and agree on resolutions
• Protect the company's brand reputation by minimizing public disputes and negative reviews
• Maintain meticulous, audit-ready records of all case files and communications
• Track recurring complaints to recommend improvements to internal workflows and platform policies

Requirements

• 3–5+ years in high-level Customer Success, VIP Account Management, Risk/Fraud Operations, or Dispute Resolution
• Experience within Prop Trading, Fintech, Brokerages, or Financial Services
• Exceptional written and verbal communication skills with the ability to deliver tough news with tact
• Proven ability to handle hostile or upset customers and de-escalate tense situations
• Ability to review complex data, trade logs, and compliance reports
• Experience partnering with Risk, Legal, and Product teams
• High level of professionalism regarding confidential trader data and sensitive financial information