Concierge Agent, 24/7 Coverage

tastytrade is a dynamic and innovative financial services company that empowers individual traders by offering a unique combination of trading tools, educational media, and brokerage services. Established in 2011, tastytrade operates through multiple brands including tastylive, a leading online financial media network, tastytrade (formerly tastyworks), a self-directed retail brokerage firm, and tastyfx, a rapidly growing registered Forex broker-dealer in the United States. In 2021, the London-based IG Group acquired tastylive, Inc., entrusting it with the leadership of its North American operations. This merger has enabled tastytrade to solidify its position in the trading industry, bringing together institutional-level expertise and a revolutionary approach to retail trading. Located in Chicago's vibrant West Loop, a thriving tech and culinary hub, tastytrade offers its employees a stimulating environment that blends innovation and culture.

The Concierge Agent for 24/7 Coverage role at tastytrade is a critical and customer-focused position designed to provide exceptional service during weekend and overnight hours when markets operate around the clock. This hybrid role starts on-site in Chicago and may transition to remote work based on the candidate's performance and experience. Reporting directly to the Trade Desk Team Manager, the Concierge Agent is the steady and professional point of contact customers rely on beyond traditional business hours. This role not only blends customer service with market knowledge but also serves as a launchpad into a licensed trading career, offering sponsored licensing tracks for candidates without prior credentials.

As a Concierge Agent, you will deliver outstanding support via multiple communication channels—phone, chat, and email—handling account management, platform navigation, and customer education while working alongside a knowledgeable team for licensed tasks. You will assist customers with funding and operational questions including transfers, withdrawals, and crypto transactions, ensuring timely resolution of issues. Additionally, you will play a pivotal role in trading support, managing inquiries related to futures, options, and various stock products, escalating complex cases as appropriate. With licensing, you will gain the authority to independently resolve trade disputes and provide advice on risk management.

The role demands keen attention to risk monitoring, identifying unusual account activities, and managing overnight risk events. You will coordinate effectively across departments such as Accounts, Banking, Tech Support, Compliance/Fraud, and Engineering to ensure seamless shift operations. Continuous improvement and licensing progression are integral parts of the job, including completion of sponsored FINRA licensing exams within 3-4 months and shadowing licensed representatives to build expertise.

Tastytrade values candidates who bring 1-3 years of customer service experience, a genuine passion for financial markets, excellent communication skills, sound judgment, and the ability to thrive in a fast-paced, multi-channel environment. The company offers a competitive salary starting at $60,000 with potential growth to $65,000 upon licensing achievements, along with performance bonuses. Employees enjoy a rich benefits package including medical, dental, vision coverage, 401k plan, stock purchase options, paid time off, wellness programs, and various other perks contributing to a supportive, growth-oriented workplace. This position offers a unique opportunity to join a forward-thinking company at the intersection of technology, finance, and media, where your contributions directly impact the trading success of a diverse customer base.