Customer Support Agent
Customer Support Agent
We are looking for a highly knowledgeable and detail-oriented Customer Support Agent who has direct experience working in or closely with a proprietary trading fi rm. You will be the fi rst point of contact for our licensees – resolving technical and operational issues, answering platform-related queries, and helping licencees succeed in a fast-paced, high-stakes environment.
Your understanding of trading systems, order flows, risk management processes, and the pace of proprietary trading will enable you to eff ectively support and communicate with our B2B licensees – organisations that operate in fast-paced, high-stakes trading environments and demand a deep level of technical and operational expertise.
Key Responsibilities
- Deliver clear, empathetic, and professional support to users via chat, email, and Jira in line with our customer interaction guidelines.
- Troubleshoot and resolve issues by collaborating with internal engineering, product, and operations teams.
- Document and escalate complex issues with detailed context, ensuring efficient internal resolution processes.
- Assist with client onboarding, ensuring a smooth and confident transition to our platform.
- Maintain and contribute to internal knowledge bases and support documentation.
- Identify recurring issues or feedback trends and proactively flag them to improve product and support processes.
- Ensure that response times, follow-ups, and communication are timely, accurate, and expectation-driven.
Qualifications
- 2+ years experience in a support, operations, or trading role within a proprietary trading firm, sports trading operation, or high-frequency trading environment.
- Strong grasp of trading workfl ows, risk processes, fi nancial systems, and execution logic.
- Demonstrated ability to communicate with clarity, empathy, and professionalism, even under pressure.
- Technically inclined – you understand logs, APIs, and can run or interpret basic scripts or queries.
- Familiarity with support tools such as Jira or equivalent platforms.
- Excellent command of English, both writt en and verbal.
- Comfortable working remotely in a collaborative, globally distributed team.
Preferred Qualifications
- Experience using or supporting trading platforms or back-end systems.
- Familiarity with support tools like Jira or similar.
- Basic understanding of how APIs and databases work is a plus.
What We Offer
- Competitive salary and benefits package.
- Opportunity to work in a dynamic and collaborative environment.
- Professional growth and development opportunities.
- The chance to contribute to cutting-edge projects in the proprietary trading industry.
- This is a fully remote position. We welcome candidates from any location, though overlapping hours with CET or EST time zones are preferred.
Apply for the position
If you are a passionate Customer Support Agent, we invite you to apply and be a key contributor to our exciting journey!
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Commonly asked questions
Is it possible to use any e-commerce platform?
Absolutely! Our system is versatile, allowing you to choose any e-commerce platform you prefer. We are particularly well-integrated with WordPress WooCommerce.
What trading platforms are available?
At present, we offer integration with MetaTrader 4, MetaTrader 5, cTrader, DXtrade, TradeLocker, Match-Trader, NinjaTrader, BookMap, VolumetricaTrading, ATAS, Quantower and Rithmic.
Do you offer risk management system?
Yes, we provide a comprehensive risk management system that includes tools for identifying Hedge traders, Copy Traders, conducting IP analyses, and implementing Blacklist systems.
What KYC solutions are available?
We collaborate with leading KYC solution providers in the market, including Veriff and SumSub.
Can I customize my Trader Area/Dashboard?
Certainly! Our complete solution includes the option to design a Trader Area/Dashboard tailored to your specific needs and preferences.
Which broker are you connected with?
We have the capability to link you with any broker of your choosing.
Is there a limit to the number of brokers I can use?
Our system imposes no limits. You are free to connect with multiple brokers concurrently.
What payout tools are available?
Our system seamlessly integrates with various payout tools. We have multiple suppliers and can connect you with them.
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Axcera.io is a dynamic and innovative financial technology company, revolutionizing the world of proprietary trading. With our strong global presence, boasting four strategically located offices across the globe, we are dedicated to providing exceptional trading solutions to proprietary firms worldwide.
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Tools for futures, currency & options involves substantial risk & is not appropriate for everyone. Only risk capital should be used for trading.