Senior Client Support Specialist - Digital Asset & Derivatives (Crypto)

Résumé du poste

The specialist serves as a high-tier point of contact for complex digital asset and derivatives inquiries, ensuring first contact resolution for clients. They are responsible for managing trade execution, asset settlement, on-chain forensics, and reconciling internal ledgers with third-party reports.

Détails du poste

Questrade Financial Group (QFG), through its companies - Questrade, Questbank, Questrade Wealth Management, Community Trust Company, Zolo, and Flexiti, provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more. We use cutting-edge technology to help Canadians become much more financially successful and secure. At QFG, we combine human-centric collaboration with AI-driven innovation to redefine financial services. The ideal candidate will be a catalyst for change, using AI to transform and deliver unparalleled customer experiences and shaping a future where AI empowers our teams to do their best work. Join our diverse, inclusive, and hybrid workplace to unleash your creativity and nurture your curiosity without limits. If you share this sense of infinite possibility, come shape your future at QFG. What’s in it for you as an employee of QFG? Health & wellbeing resources and programs Paid vacation, personal, and sick days for work-life balance Competitive compensation and benefits packages Work-life balance in a hybrid environment with at least 3 days in office Career growth and development opportunities Opportunities to contribute to community causes Work with diverse team members in an inclusive and collaborative environment This job posting is for an existing vacancy. We’re looking for our next Senior Client Support Specialist - Digital Asset & Derivatives (Crypto). Could It Be You? The Senior Client Support Specialist - Digital Asset & Derivatives (Crypto) is a high-tier subject matter expert dedicated to achieving First Contact Resolution (FCR) for specialized, complex digital asset trading, leveraged derivatives, and blockchain infrastructure inquiries. By adopting the "You touch it, you own it" mantra, this role eliminates siloed support, empowering the specialist to completely own the client journey across spot markets, derivatives pipelines, multi-bank fiat routing, and integrated venue custody. As Questrade scales its product ecosystem, this position serves as the ultimate technical authority for advanced market instruments—bridging the gap between our internal core ledger, decentralized oracle networks, and global institutional liquidity providers. Need more details? Keep reading… In this role, responsibilities include but are not limited to: Client Ownership & Technical Support: Serving as the primary, high-tier point of contact for complex digital asset trading inquiries, dedicated to achieving First Contact Resolution (FCR) and acting as the specialized owner of the client journey. Trade Execution & Derivative Operations: Investigating and resolving trade execution issues for digital assets, leveraged derivatives, and event-driven contracts, ensuring efficient execution, resolving margin maintenance anomalies, and managing complex pricing variances. Asset Custody, Settlement & Reconciliation: Managing complex asset settlement across integrated exchange custody and international sub-custody vaults, while reconciling portfolio discrepancies between internal core bookkeeping ledgers and third-party execution reports. On-Chain Forensics & Fiat Integration: Utilizing blockchain data and ledger forensics to diagnose network congestion and staking mechanics across Layer 1 and 2 networks, while troubleshooting API-driven fiat funding methods and instant token networks. Risk, Compliance, & Process Optimization: Investigating transaction anomalies and account flags using KYC/AML monitoring tools, while proactively contributing to the evolution of internal runbooks, risk controls, and platform scaling. So are YOU our next Senior Client Support Specialist - Digital Asset & Derivatives (Crypto)? You are if you… Have minimum 1–2 years of related work experience in a regulated crypto exchange, derivatives trading desk, prediction market platform, or high-volume fintech customer operations role. Have a post-secondary degree or diploma in Finance, Economics, Computer Science, Information Technology, or a related field. Have a deep functional understanding of digital asset market micro-structures (order-book depth, spreads, market-maker dynamics). Must possess a strong conceptual grasp of derivative mechanics (leverage, margin ratios, liquidation price formulas) and event contract principles (oracle consensus, binary options, settlement rules). Have a solid understanding of on-chain fundamentals (public/private keys, wallet derivation paths, transaction hashes, confirmations) across Layer 1 and Layer 2 ecosystems. Are comfortable navigating institutional financial SaaS dashboards, including OEMS trade routing logs, custody reporting software, and modern omnichannel ticketing environments. Have extreme attention to detail, high emotional intelligence and composure when handling client fund anxieties, and a solution-focused mindset under fast-moving, high-volatility market conditions. Additional kudos if you… Have active professional designations demonstrating digital asset or financial literacy. Highly valued credentials include technical crypto certifications (e.g., Certified Bitcoin Professional - CBP, Chainalysis Academy - CCFC, or DACFP), alongside traditional Canadian financial industry proficiencies (such as the CSC or the modernized CIRE framework). Compensation Information: Base salary range: $52,000 - $55,000 The final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full-Time Permanent roles. Sounds like you? Click below to apply! #LI-Hybrid #LI-TO1 At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence—not only for the benefit of our customers, but for those who build their career with us. Questrade Financial Group of companies Applicant Tracking System utilizes artificial intelligence (AI) for application screening. The AI system operates on predetermined criteria, with final decisions subject to human review. Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.

Ce que vous ferez

The specialist serves as a high-tier point of contact for complex digital asset and derivatives inquiries, ensuring first contact resolution for clients. They are responsible for managing trade execution, asset settlement, on-chain forensics, and reconciling internal ledgers with third-party reports.

Exigences

Candidates must have 1-2 years of experience in a regulated crypto exchange, derivatives desk, or fintech customer operations role. A post-secondary degree in Finance, Economics, Computer Science, or a related field is required, along with a strong understanding of market micro-structures and blockchain fundamentals.

Avantages

• Health and wellbeing resources • Paid vacation • Personal days • Sick days • Competitive compensation • Benefits packages • Career growth and development opportunities

Compétences indiquées

• Risk Management · Souhaitée
• Technical Support · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Digital asset trading
• Derivatives support
• Blockchain infrastructure
• First contact resolution
• Trade execution
• Margin maintenance
• Asset custody
• Reconciliation
• On-chain forensics
• Fiat integration
• KYC/AML monitoring
• Risk management
• API troubleshooting
• Financial SaaS dashboards
• Market micro-structures
• Technical support
• Pipelines
• Know Your Customer
• Financial Technology (FinTech)
• Composure
• Bitcoin
• Curiosity
• Technology Ecosystems
• Cryptocurrency Exchanges
• Bookkeeping
• Application Programming Interface (API)
• Artificial Intelligence
• Applicant Tracking Systems
• Dashboard
• Investments
• Software As A Service (SaaS)
• Computer Science
• Information Technology
• Network Congestion
• Mortgage Loans
• Creativity
• Digital Assets
• Digital Forensics
• Economics
• Emotional Intelligence
• Finance
• Event-Driven Programming
• Financial Services
• Financial Literacy
• Settlement
• Forecasting
• Innovation
• Physical Layers
• Market Liquidity
• Market Maker

Domaines d’emploi

• Finance & Accounting
• Customer Service & Support
• Technology
• Software
• Digital Asset Specialist
• Securities / Commodities Trader
• Trade Brokers
• Securities, Commodities, and Financial Services Sales Agents