Market and Client Support Associate

Octaura

Customer Service

New York, NY, USA

Posted on Saturday, September 30, 2023

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We’re on a mission

At Octaura, we continually evolve markets to unleash value for clients. It’s in our DNA to make a difference and do things differently.

Existing workflows within our markets are painful for clients: they are outdated, overcomplicated, and time-consuming. We want to change that. Octaura fundamentally rebuilds and redefines the markets by streamlining workflows, digitizing platforms, and bringing transactions, data and analytics together for the first time.

Join our inclusive culture

At Octaura, everyone belongs.

It’s so important to us that all Octaurians are confident in knowing they have the space to use their voice and talents. We love the diversity we see in the world and we actively want our team to reflect this. We’re a values-driven company and by engaging, solving and evolving together, we create a culture that is collaborative, switched-on, and fun to be part of.

The role in a nutshell

The Market & Client Support team (“MCS”) provides knowledgeable front-line support to users of the Octaura platform(s) which includes traders and other client users (such as IT and trade support staff), API users, and internal Octaura users. MCS proactively monitors market surveillance, market conditions, trader behavior, system performance, and connectivity, as well as accepts incoming calls and other communications using all necessary firm resources to address any user issues.

As one of the first associates on the MCS team, you will report to the Head of Market and Client Support to create a world class market and client support program. This role works cross-functionally with Customer Success, Account Management, Product and Tech, and plays a critical function in supporting the growth and success of Octaura and our clients. The MCS team will orchestrate continuous improvements to customer support, onboarding, market surveillance, providing feedback and advising on trends, and will set the bar high for a positive client support experience.

This is an exciting time for Octaura as we are rapidly growing and are looking for energetic, collaborative and driven thinkers to join us! Please note this role is based out of our NYC office and our current structure is 4 days (M-Th) in the office, Friday option to work from home.

Core responsibilities

Act as the primary point of contact for customers inquiring about trade-related issues, including failed trades, trade breaks, trade allocations, and trade settlement
Research and resolve trade-related inquiries and issues promptly and efficiently, ensuring that all customer interactions are documented accurately in the customer relationship management system
Work closely with internal teams, including trading, operations, and compliance, to identify and resolve customer issues
Provide clear and concise explanations to customers on complex trade-related issues, using appropriate language and terminology
Troubleshoot technical issues related to trading platforms and other trading systems
Contribute to the development and maintenance of customer support knowledge base and documentation
Monitor and report on customer feedback and issues, making recommendations to improve the customer experience

Desired experience

Bachelor's degree in finance, economics, or related fields
2+ years in client support within FinTech or Financial Services
Series 7/63 required
Attention to detail
Strong communication skills
Flexible and adaptable to meet the needs of a growing firm

The base pay range for this position in New York is $80,000 - $100,000 annually. Pay may vary depending on job-related knowledge, skills, and experience. Equity and year-end bonus may be provided as part of the compensation package, in addition to a full range of medical, financial, and other benefits, dependent on the position offered. Applicants should apply via Octaura's internal or external careers site.

Octaura Work Perks

At Octaura, our people are our most valuable asset, and we are pleased to offer the following benefits to all full-time employees:

Competitive compensation and equity
Unlimited Paid Time Off
Competitive Parental Leave
Daily breakfast, coffee and snacks in the office
90% company-paid healthcare
Onsite gym & discounted membership

We’re committed to equal opportunity employment

Octaura is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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Market and Client Support Associate