Trader Success Manager

About the role

The serves as a critical bridge between traders and internal Risk & Compliance teams. Tradeify operates as a professional-grade futures trading platform, providing access to commodities, equity indices, currencies, and interest rate products. The company delivers execution tools, market data, and infrastructure to independent retail participants and institutional desks. Tradeify is currently building a world-class team that combines deep market knowledge, analytical rigor, and a genuine passion for performance. Individuals excited by futures markets will find a focused environment dedicated to high-level performance. This role is central to managing sensitive, high-level trader communications and complex case evaluations. The position requires balancing risk mitigation and company policy enforcement with exceptional diplomacy, empathy, and professionalism to protect the company's reputation while ensuring fair, transparent resolutions for traders.

What you'll do

You will coordinate intake sessions to capture case context and trader expectations before deeper review. Designing tailored resolution steps that align policy boundaries with individual trader circumstances will be a standard task. Reviewing evidence packages and trade logs ensures decisions match platform rules and compliance standards. Explaining outcomes in clear language ensures restrictions, payouts, or denials are understandable and accepted. You will structure settlement offers and goodwill options to resolve disputes while protecting platform integrity. Partnering with Risk, Fraud, and Legal teams will be necessary to close cases and refine policies that prevent repeats. Documenting every interaction and decision creates audit-ready records supporting oversight and learning. Shipping improvements to workflows and trader communications based on recurring friction patterns completes the scope of work.

You will serve as the primary, high-touch liaison between traders and the internal Risk and Compliance teams for escalated cases. Your responsibilities include managing complex cases involving account restrictions, suspensions, closures, or permanent platform bans. You will act as the dedicated point of contact for high-value and VIP traders. Handling sensitive appeals, escalated complaints, and priority disputes will require a white-glove approach at all times. You will communicate outcomes such as payout denials, risk flags, or account terminations clearly, empathetically, and professionally. De-escalating emotional or high-friction situations while maintaining composure under pressure is essential. You will provide transparent explanations grounded in company terms of service and compliance rules while consistently upholding brand integrity. Collaboration with Risk, Fraud, Legal, and Compliance teams is mandatory for thorough case reviews. You will work to agree on fair, consistent resolutions and design approved goodwill solutions, tailored incentives, or settlement offers where appropriate.

Requirements

You must bring 3-5 years of experience in high-stakes customer success, risk operations, or dispute resolution inside trading or financial services. The ability to read complex logs and policy details and then explain decisions plainly without jargon or confusion is required. You must stay calm handling hostile messages, turning tension into constructive dialogue under tight deadlines. Protecting confidential trader data and financial details with consistent professional judgment is essential. Close collaboration with compliance, legal, and product teams to align solutions with company rules is a standard expectation. You must possess a proven track record of delivering tough news with tact, empathy, and firmness. Handling hostile or upset customers and turning tense situations into constructive conversations is a daily expectation. The ability to review complex data, trade logs, and compliance reports is essential to understand decision rationale and articulate it clearly. Comfort in partnering with Risk, Legal, and Product teams is necessary to align on fair outcomes. Absolute professionalism when handling confidential trader data and sensitive financial information is mandatory.

Nice to have

Experience balancing brand reputation with strict policy enforcement in public forums or reviews is valued.

Practical notes

Location for this role is Remote. The engagement type is contract. The compensation package ranges from $130,000 to $160,000 annually. Please confirm details on the official page.