Trader Success Manager
$48,000–$60,000 year
Remote
Job Summary
Act as the primary liaison for escalated cases involving high-value and VIP traders, managing complex issues such as account restrictions, suspensions, closures, and payout denials. Collaborate with Risk, Fraud, Legal, and Compliance teams to review case evidence, design goodwill solutions, and execute fair resolutions while maintaining meticulous, audit-ready records of all communications and outcomes. De-escalate high-friction situations with empathy and professionalism to protect the company's brand reputation, minimizing public disputes and negative reviews. Track recurring friction points to synthesize data into actionable recommendations for improving internal workflows and platform policies.
Required Qualifications
- 3–5+ years in high-level Customer Success, VIP Account Management, Risk/Fraud Operations, or Dispute Resolution within Prop Trading, Fintech, Brokerages, or Financial Service
- Exceptional written and verbal communication skills
- Proven track record of delivering tough news with tact, empathy, and firmness
- Skilled at handling hostile or upset customers and turning tense situations into constructive conversations
- Able to review complex data, trade logs, and compliance reports to understand why a decision was made and articulate it clearly
- Comfortable partnering with Risk, Legal, and Product teams to align on fair outcomes
- Absolute professionalism when handling confidential trader data and sensitive financial information
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