Junior Operations Officer Role

Responsibilities

• Handle client-facing operational queries via email, ensuring responses within SLA timelines using Zendesk.
• Maintain operations inboxes free of backlog during working hours, prioritizing according to SLA and urgency.
• Provide clear and timely updates to clients for escalated queries involving development teams or third-party providers.
• Escalate technical issues internally and externally when required.
• Investigate and resolve trading issues, including execution anomalies, payment concerns, refunds, and KYC verifications.
• Collaborate with third-party service providers to maintain and troubleshoot platform issues.
• Support maintenance and improvement of operational workflows and processes.
• Assist in building and maintaining operational and performance dashboards in Power BI.
• Assist in generating regular and ad-hoc reports for management using Excel, Google Sheets, and automation tools.
• Use analytical tools to monitor trade activity, client behavior, and operational tasks.

Requirements and Experience:

• Familiarity with trading platforms such as MT5, Tradovate/NinjaTrader, MatchTrader etc.
• Familiarity with different payment methods, such as various cryptocurrencies and local and international payment rails.
• Understanding of forex and futures trading concepts (trading experience is an asset).
• Strong English communication skills, both written and oral.
• Proficiency in Power BI and strong Excel skills (pivot tables, advanced formulas, macros).
• Knowledge of Google Suite tools (Docs, Sheets, Slides, Forms) and Google Apps Script.
• Solid understanding and experience using Zendesk, Confluence, and JIRA tools.
• Strong attention to detail and problem-solving mindset.
• Ability to work under pressure and meet tight deadlines.
• Proactive and willing to learn new systems and tools.
• Capable of working independently while maintaining a collaborative spirit.

Considered an Asset

• Experience in working with third-party PSPs.
• Basic coding (Python, JavaScript, SQL).
• Experience with workflow automation tools such as Zapier.
• Previous role in tech support or IT helpdesk.
• Disputes and chargebacks handling