# Concierge Agent, 24/7 Coverage

**Company:** [tastytrade](https://hotfix.jobs/companies/tastytrade)
**Location:** Chicago, IL
**Role:** Customer Support
**Salary:** $60k – $60k/yr
**Experience:** 1+ years
**Skills:** customer service, Salesforce, Slack, microsoft teams, Microsoft Office, atlassian tools, ach transfers, wire transfers, acats, cryptocurrency, futures, finra sie, series 7, series 63, series 3
**Posted:** 2026-08-13

> Provides overnight and weekend customer support for brokerage accounts, funding operations, trading inquiries, and risk escalations. The role requires 1–3 years of customer service experience, strong communication and judgment, and willingness to complete sponsored FINRA licensing.

## Job Description

## Responsibilities

### Customer Support
- Serve as the primary contact via phone, chat, and email during weekend and overnight hours.
- Assist with account management, including profile updates, beneficiaries, trading levels, access issues, and platform navigation across desktop, web, and mobile.
- Educate customers on platform features and order types without providing trading advice.
- Document all interactions in Salesforce.

### Funding and Operations
- Support ACH and wire transfers, withdrawals, ACATs, and cryptocurrency transactions.
- Resolve delays and rejections with Banking.
- Handle overnight withdrawal requests and margin-deficit escalations.

### Trading Support and Escalation
- Assist with inquiries about futures, futures options, 24-hour stocks, event contracts, and GTH index options.
- Handle order entry, trade status, and position questions; escalate execution disputes and complex matters.
- After licensing, independently resolve trade disputes and advise on risk exposure, margin, and position adjustments.

### Risk Monitoring
- Flag unusual account activity, potential fraud, and overnight risk events, including news, earnings, and futures movements.
- After licensing, independently conduct risk callouts and discuss hedging and position adjustments with customers.

### Shift Operations
- Triage urgent issues, produce shift handoff reports, and document incidents.
- Coordinate with Accounts, Banking, Tech Support, Compliance/Fraud, and Engineering teams.
- Contribute to process improvements.

### Licensing and Training
- Complete sponsored FINRA licensing, including SIE, Series 7, Series 63, and Series 3, within 3–4 months.
- Shadow licensed representatives and participate in structured training.

## Requirements
- 1–3 years of customer service experience; financial services experience is a plus.
- Willingness to commit to a Wednesday–Saturday or Thursday–Sunday weekend and overnight schedule for at least 2 years.
- Genuine interest in markets, trading, and derivatives.
- Strong communication skills, with the ability to be clear, patient, and empathetic across channels and under pressure.
- Sound judgment about when to escalate issues versus handle them independently.
- Comfort working with minimal supervision.
- Proficiency with Salesforce, Slack, Microsoft Teams, Microsoft Office, and Atlassian tools.
- Strong attention to detail and ability to multitask and learn proprietary platforms quickly.
- Trustworthy, adaptable, growth-minded, and service-oriented.

## Compensation and Benefits
- Salary: **$60,000**, increasing to **$65,000** if all required licenses are passed within the agreed timeframe.
- Discretionary performance bonus of **5–10% of base salary**, based on individual and company performance.
- Performance bonuses.
- Stock purchase options.
- 401(k) plan.
- Medical, dental, and vision benefits.
- Continued education support.
- 20 paid vacation days, plus an additional paid vacation day during the month of your birthday.
- 10 paid sick days.
- Gym membership reimbursement.
- Commuter benefits.
- Pet insurance.
- Wellness and mental health programs.
- Charitable donation matching.
- Two paid volunteer days off.
- Daily catered lunch, office kitchen with snacks and beverages, in-building gym, and shuttle to and from Metra.

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