Client Success & Trading Support

Responsibilities

• Serve as a key contact for clients, responding to inquiries and providing proactive assistance through email, Slack, Telegram, phone, email, and other channels.
• Establish and maintain strong client relationships, understanding their specific needs to provide customized support and advice.
• Conduct one-on-one client consults to demonstrate and explain available order algorithms and parameters, addressing questions about trading strategies and technology.
• Act as the first line of support for technical issues, troubleshooting and resolving client issues related to the front-end UI, API connectivity (REST, WebSocket, FIX), and backend systems.
• Document issues comprehensively, following tickets through to resolution and escalating complex issues as needed.
• Collaborate with internal teams, including development and sales, to communicate client feedback and help refine products and services.
• Educate clients on CoinRoutes products, including algorithmic suites and trading parameters, to enhance their understanding and effective use of our tools.
• Stay updated on cryptocurrency trading and financial markets to provide valuable insights and guidance to clients.
• Assist with quality-assurance testing, contributing to a collaborative and supportive team culture.

Requirements

2-4 years of experience in finance, crypto, or a related field with an understanding of trading products (spot trading, derivatives, futures).

Technical troubleshooting skills related to APIs (REST, WebSocket, FIX), and system logs.

Strong organizational and multitasking abilities to meet deadlines and follow structured procedures.

Adaptability and a proactive approach in a fast-evolving technology environment.

Preferred Qualifications

Experience with algorithmic trading desks, trading technology firms, or financial markets.

Self-starter with the ability to operate independently while supporting team objectives.

Capacity to build lasting client relationships through responsive and personalized support.

Willingness to travel occasionally for client meetings and conferences.