Trade Desk Representative, 24/7 Coverage

Company Name: tastytrade Role: Trade Desk Representative, 24/7 Coverage Location: Initially on-site and may be hybrid/remote based on experience Reports to:  Trade Desk Team Lead Licensure Required: FINRA Series 7, 63, and 3 Certified As a Trade Desk Representative, 24/7 Coverage at tastytrade, you will provide essential 24-hour trading support and risk monitoring for tastytrade customers during US market overnight hours and over the weekend. You will serve as the key weekend-day, swing, or overnight presence for 24-hour-traded products such as futures, futures options, SPX (GTH) index options, event contracts, and more. This role consists of a 4-day work week consisting of two 8-hour shifts during the week and two 12-hour shifts on the weekend. You must be comfortable working independently and handling positions or order-related inquiries, resolving trade disputes, reviewing customer risk, conducting customer risk callouts during risk events, and serving as the main point of contact for urgent customer issues during the shift. This role requires a deep understanding of the supported products, strong problem-solving skills under pressure, and the ability to make sound, independent decisions in a fast-paced environment. What you'll do: Trading Support & Execution Provide support for all 24-hour and weekend-eligible instruments, including, but not limited to, outright futures, futures options, 24-hour stock trading, event contracts, GTH broad-based index options, and much more Resolve trade disputes, execution errors, and order entry issues that occur during weekend/overnight trading sessions Analyze all customer positions and understand the potential risk involved Work with customers to identify their needs as self-directed investors and provide timely solutions, especially during risk events Provide friendly, accurate, and efficient support via phone, email, or chat channels Risk Monitoring & Customer Protection Monitor customer account risk exposures during weekend and overnight trading sessions on all supported products, identifying accounts approaching or exceeding margin requirements Perform proactive callouts to customers with potentially excessive risk or exposure from overnight risk events (company-specific news, economic data, geopolitical developments, futures market moves) Assist customers with managing excessive risk from overnight events, discussing position adjustments, hedging methods, or risk reduction options Conduct real-time firm risk surveillance during overnight hours, monitoring for concentrated positions, unusual activity, or systemic risk concerns Escalate critical risk situations to the tastytrade Margin and Risk team, providing detailed analysis and recommendations Track and report unusual trading activity, account movements, or potential fraudulent behavior detected during overnight/weekend hours Monitor overnight futures market volatility and liquidity conditions that may affect customer positions or firm risk Platform Support & Technical Assistance Assist customers with account management questions, including deposits, withdrawals, crypto transfer requests, and platform/account settings during overnight hours Provide guidance on platform functionality across desktop, web, and mobile applications for overnight traders Troubleshoot order entry issues, platform connectivity problems, and technical difficulties during overnight sessions Educate customers on all 24-hour and weekend-eligible instruments regarding trading mechanics, margin requirements and methodologies, and risk management best practices Escalate technical issues to Engineering or Technical Support teams, providing detailed documentation of customer problems Operations & Incident Management Serve as the primary point of contact for urgent customer issues during US overnight/early morning hours Properly triage cases by coordinating with the US day-shift Margin & Risk teams on risk-related issues, providing detailed transition reports on overnight developments Document overnight incidents, customer escalations, and operational issues with thorough detail for the following shift or day-shift follow-up Provide detailed shift handoff reports summarizing overnight trading activity, risk events, customer issues, and action items Contribute to the continuous improvement of overnight operations procedures, workflows, and customer communication protocols Monitor overnight system performance and coordinate with Technology teams on platform issues or outages Cross-Functional Collaboration Collaborate with Margin and Risk team on customer risk events Coordinate with the Compliance/Fraud team on overnight trading surveillance alerts or suspicious activity Work with the Banking team on overnight funding requests, wire transfers, or withdrawal issues requiring expedited processing, especially any incoming transfers from customers experiencing a margin deficit Work with reviewing, approving, and rejecting crypto wallets, including processing crypto deposits and withdrawals Partner with the Engineering team to report platform bugs, execution issues, or system enhancements identified during overnight operations Independent Decision-Making & Problem Solving Work independently with minimal supervision during overnight hours when senior leadership is unavailable Make sound decisions on customer requests, risk situations, and operational matters using established policies and best judgment Exercise discretion on when to escalate issues versus handling independently based on severity and complexity Manage high-stress situations calmly and professionally, including upset customers, market volatility, and risk events Who you are: Experience & Credentials FINRA SIE, Series 7, 63, and 3 Certified Minimum 3-5 years of experience in high-volume customer service, trading operations, or a trade desk role At least 3-5 years of hands-o