Client Services Representative

Join us on our mission to become the #1 retail trading platform in the world. As an industry-leading trading platform and futures broker, NinjaTrader empowers traders with cutting-edge products and services to navigate the world's leading financial markets. With over 2 million users and a reputation as the number one rated futures brokerage worldwide, we are dedicated to innovation, dynamic tools, real-time support, and a community of like-minded traders. Here, you're part of a movement focused on social connection, professional development, and employee recognition.

About the role

The ideal candidate will have a passion for helping people and an interest in learning about the trading industry and technology. This individual enjoys solving problems in real time and assisting customers with account- and technology-related issues. Working on our Client Services team, you will support thousands of clients worldwide to deliver a world-class customer experience.

Responsibilities

• Leverage phone, chat, and email to resolve client support inquiries regarding customer accounts and our platform
• Assist clients with account setup, technical support, account troubleshooting, and treasury-related inquiries
• Educate and empower customers to get the most out of the NinjaTrader product line
• Become a power user of Gmail, Confluence, Jira, and other productivity applications
• Efficiently and accurately manage customer data using Salesforce
• Collaborate with internal teams, including Trade Desk, Technical Support, and Compliance
• Identify and communicate emerging client needs and feature requests to management and other internal teams
• Guide clients in navigating the world of commodity futures and NinjaTrader's services
• Assist management in creating and revising policies based on customer feedback
• Regularly participate in beta testing new software updates

Requirements

• Strong computer skills and the ability to learn complex systems quickly
• Empathy and the ability to connect with customers while showing genuine care for their concerns
• Ability to explain complex information and instructions in a clear, understandable way
• Strong time management skills with the ability to manage multiple customer requests and follow up effectively
• Excellent written and verbal communication skills
• Tech-savvy mindset with the ability to troubleshoot computer issues directly with clients

Qualifications

• Written and spoken fluency in Spanish, Portuguese, Italian, German, French, etc. (bonus)
• A minimum of one year of customer service experience, preferably within a high-volume technology company (bonus)
• Experience with CRM software and customer service ticketing systems (bonus)
• Knowledge of the trading industry (bonus)

Pay

The salary for this role is $54,000.00 with an annual target bonus of 4%. Bonus pay is based on individual performance (50%) as well as company/team performance (50%).

Schedule

This role is based in Chicago, IL, and follows a hybrid work schedule: in-office Tuesday through Thursday, with remote work on Mondays and Fridays. Additionally, employees receive 20 flex remote days annually and 5 company-wide office-optional weeks tied to major holidays.

Benefits

• Generous PTO (18 days per year plus 7 paid holidays and 5 conditional holidays annually)
• 1 service day annually
• 401k with 3.5% company match
• Paid parental bonding leave
• Health, vision, and dental coverage
• Life and disability insurance covered 100% by NinjaTrader