Overnight Client Support Specialist; Equity, Option, Crypto

• Health & wellbeing resources and programs
• Paid vacation, personal, and sick days for work-life balance
• Competitive compensation and benefits packages
• Work-life balance
• Career growth and development opportunities
• Opportunities to contribute to community causes
• Work with diverse team members in an inclusive and collaborative environment

This job posting is for an existing vacancy.

The Overnight Client Support Specialist (Equity, Option, Crypto) is a high-tier subject matter expert dedicated to achieving First Contact Resolution (FCR) across the full breadth of client trading activity during Questrade’s overnight and extended market hours — spanning digital assets, leveraged derivatives, equities, and options. By adopting the “You touch it, you own it” mantra, this role eliminates siloed, hand-off-heavy support, empowering the specialist to independently own the client journey across spot crypto markets, derivatives pipelines, equity and options order flow and routing, and integrated venue custody — at a time of day when day-shift trading and support resources are limited.

As Questrade extends coverage beyond standard market hours, this position serves as the overnight technical authority for advanced market instruments and traditional securities alike — bridging the gap between our internal core ledger, decentralized oracle networks, global institutional liquidity providers, and the exchanges and ECNs that remain active during the overnight session.

• Serving as the primary overnight contact for complex digital asset, equity, and options inquiries, dedicated to independently resolving technical, trade, and margin issues on first contact.
• Monitoring trading activity, multi-venue order flow, and spot/derivatives liquidity overnight to ensure seamless operational continuity between market shifts.
• Investigating and executing trades, routing orders across ECNs/exchanges, and resolving execution or slippage issues by auditing transaction logs in OEMS and liquidity engines.
• Diagnosing complex inquiries for perpetual and fixed-expiry futures, including troubleshooting margin maintenance, forced liquidations, funding rates, and mark-to-market pricing.
• Managing support workflows for event contracts, validating resolution logic against decentralized oracle networks, and auditing binary outcome payouts.
• Overseeing asset custody across exchange sub-custody vaults and using blockchain network explorers to track network congestion, gas fees, and protocol updates.
• Resolving domestic and international fiat funding delays across virtual accounts, as well as auditing ledger breaks between core client bookkeeping, margin accounts, and external reports.
• Monitoring KYC/AML flags, investigating security/liveness check anomalies, and documenting systemic incidents or API drops with market makers.
• Partnering with Trade Desk, Risk, and QTG teams for clear shift handoffs while designing, updating, and maintaining internal runbooks and operational procedures.
• Staying current on Questrade products, policies, and cross-asset market developments to proactively propose improvements to procedures and platform scaling.

• Have a minimum 1-2 years of related work experience in a regulated crypto exchange, derivatives trading desk, prediction market platform, equities/options trade desk, or high-volume fintech customer operations role.
• Have a post-secondary degree or diploma in Finance, Economics, Computer Science, Information Technology, or…