Topstep · 1 month ago
Manager of Platform Support
Chicago, IL
Full-time
Onsite
Mid, Senior Level
$85K/yr - $110K/yr
5+ years expTopsteptrader is seeking a Manager of Platform Support to lead the team responsible for technical support and client assistance for their proprietary trading platform. This role focuses on ensuring operational excellence, service consistency, and compliance across all client touchpoints.
ConsultingEducationFinancial ServicesStock ExchangesTrading Platform
No H1B
Responsibilities
Lead and mentor Platform Support Specialists, setting clear service standards and monitoring performance metrics
Oversee client support for the proprietary trading platform, ensuring alignment with operational, compliance, and risk frameworks
Collaborate closely with IT, Operations, and the Trade Desk to prioritize and resolve platform issues, enhancements, and client-impacting incidents
Develop and maintain Standard Operating Procedures (SOPs) for support, escalation, and incident management
Coordinate with the Director of Operations and Compliance to ensure support activities meet CFTC/NFA regulatory requirements
Analyze ticketing and client feedback data to identify trends, root causes, and opportunities for improvement
Support training programs to keep the team current on platform updates, features, and compliance expectations
Act as the point of contact for critical platform incidents and ensure timely communication with leadership and external vendors
Drive consistency, accountability, and professionalism across all client interactions
Participate in BCDR testing and serve as backup to the Director of Operations in system outage communications
Develop and maintain dashboards and reporting for response time, resolution rate, and client satisfaction metrics
Qualification
Required
Bachelor's degree in business, finance, or IT-related field preferred
5+ years of experience in electronic trading platform support, with at least 2 in a leadership or team-lead role
In-depth understanding of order routing, clearing integrations, and platform performance metrics
Fluency in Spanish or Portuguese required; proficiency in both strongly preferred
Excellent written and verbal communication; ability to lead under pressure
Proven ability to build and inspire collaborative, high-performing teams
Experience implementing CRM/ticketing metrics and service quality dashboards
Familiarity with CFTC/NFA requirements and escalation protocols for regulated brokerage operations
Strong analytical and problem-solving skills with a focus on continuous improvement
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations
Ability to apply common sense understanding to carry out written or oral instructions
Ability to deal with problems involving concrete variables in standardized situations
Ability to solve practical problems via a logical, analytic approach
Knowledge of electronic equipment, intermediate PC skills, knowledge of internet software and proficiency
Familiarity with Google Drive and Google Docs is a must
Computer experience/operation is required
Ability to multitask
Ability to work in a fast-paced environment
Strong time management and organizational skills
Ability to work under dynamic schedule constraints and consistently meet deliverable timelines
Benefits
10 Company paid Holidays and generous Family Leave.
Paid time off is accrued monthly.
Competitive 401(k) matching, health, dental, and vision insurance is offered for full time employees.
Vacations are encouraged with a bonus for taking 5 consecutive days.
Employee referrals are bonused.
Topstep offers a food and groceries budget and contributes towards health and wellness.
Company
Topstep
Topstep is a financial organization that enables resource traders to develop and learn in the trading industry.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Michael Patak
Founder & CEO
Recent News
2025-10-23
2025-10-22
Company data provided by crunchbase