About the Role
You'll sit at the center of our day-to-day operations the person clients hear from when something needs fixing, and the person internal teams rely on to chase it down. The work spans trading platforms, payments, and compliance, so you'll build a broad picture of how a prop firm actually runs. It's a hands-on role with real ownership from early on.
Responsibilities
Client operations
- Own client-facing operational queries over email in Zendesk, responding within SLA
- Keep the operations inboxes clear during working hours, triaging by SLA and urgency
- Keep clients updated on escalated cases involving engineering or third-party providers
Investigation & escalation
- Investigate and resolve trading issues execution anomalies, payment problems, refunds, and KYC verifications
- Escalate technical issues internally and to external partners, and drive them to closure
- Work directly with third-party providers to troubleshoot platform issues
Reporting & process
- Build and maintain operational and performance dashboards
- Produce regular and ad-hoc reports for management using Excel, Google Sheets, and automation tools
- Monitor trade activity, client behavior, and operational load using our analytics tooling
- Help improve the workflows and processes you work inside every day
Requirements
- Familiarity with trading platforms MT5, MatchTrader, C-trader or similar
- Working understanding of forex and futures concepts (personal trading experience is a plus)
- Familiarity with payment methods across crypto and local/international rails
- Strong Excel or Google Sheets skills pivot tables and advanced formulas
- Excellent written and spoken English
- Sharp attention to detail and a problem-solving instinct you dig until you find the cause
- Comfortable under pressure and against tight deadlines
- Basic coding understanding in Python, JavaScript, or SQL
- Excel macros, Google Apps Script, or workflow automation via AI and/or Zapier
- Proactive about picking up new systems and tools
- Able to run independently without losing the thread with your team
- AI proficiency for building applications and automations
- Experience with Zendesk, Jira, and Confluence or Intercom
- Power BI, Metabase or another BI/dashboarding tool
- Prior experience with third-party PSPs
- Background in tech support or IT helpdesk
- Disputes and chargebacks handling.
Disclaimer: FundingPips never asks candidates for money, fees, payments, or banking/financial information at any stage of our recruitment process. This includes payments for certifications, background checks, training, medical checks, travel or airline tickets, visas, work permits, recruitment or processing fees, or any other employment-related expense.
All legitimate vacancies are published and can be verified through our official LinkedIn page.
Any request for payment or financial information claiming to be on behalf of FundingPips is unauthorized. Please do not make any payment or share sensitive personal or financial information.
Please report any suspicious recruitment communications to: support@Fundingpips.com.
