Senior Client Support Specialist - Digital Asset & Derivatives; Crypto

• Health & wellbeing resources and programs

• Paid vacation, personal, and sick days for work-life balance

• Competitive compensation and benefits packages

• Work-life balance in a hybrid environment with at least 3 days in office

• Career growth and development opportunities

• Opportunities to contribute to community causes

• Work with diverse team members in an inclusive and collaborative environment

The Senior Client Support Specialist
- Digital Asset & Derivatives (Crypto) is a high-tier subject matter expert dedicated to achieving First Contact Resolution (FCR) for specialized, complex digital asset trading, leveraged derivatives, and blockchain infrastructure inquiries. By adopting the "You touch it, you own it" mantra, this role eliminates siloed support, empowering the specialist to completely own the client journey across spot markets, derivatives pipelines, multi-bank fiat routing, and integrated venue custody.

As Questrade scales its product ecosystem, this position serves as the ultimate technical authority for advanced market instruments—bridging the gap between our internal core ledger, decentralized oracle networks, and global institutional liquidity providers.

In this role, responsibilities include but are not limited to:

• Client Ownership & Technical Support: Serving as the primary, high-tier point of contact for complex digital asset trading inquiries, dedicated to achieving First Contact Resolution (FCR) and acting as the specialized owner of the client journey.

• Trade Execution & Derivative Operations: Investigating and resolving trade execution issues for digital assets, leveraged derivatives, and event-driven contracts, ensuring efficient execution, resolving margin maintenance anomalies, and managing complex pricing variances.

• Asset Custody, Settlement & Reconciliation: Managing complex asset settlement across integrated exchange custody and international sub-custody vaults, while reconciling portfolio discrepancies between internal core bookkeeping ledgers and third-party execution reports.

• On-Chain Forensics & Fiat Integration: Utilizing blockchain data and ledger forensics to diagnose network congestion and staking mechanics across Layer 1 and 2 networks, while troubleshooting API-driven fiat funding methods and instant token networks.

• Risk, Compliance, & Process Optimization: Investigating transaction anomalies and account flags using KYC/AML monitoring tools, while proactively contributing to the evolution of internal runbooks, risk controls, and platform scaling.

• Have minimum 1-2 years of related work experience in a regulated crypto exchange, derivatives trading desk, prediction market platform, or high-volume fintech customer operations role.

• Have a post-secondary degree or diploma in Finance, Economics, Computer Science, Information Technology, or a related field.

• Have a deep functional understanding of digital asset market micro-structures (order-book depth, spreads, market-maker dynamics). Must possess a strong conceptual grasp of derivative mechanics (leverage, margin ratios, liquidation price formulas) and event contract principles (oracle consensus, binary options, settlement rules).

• Have a solid understanding of on-chain fundamentals (public/private keys, wallet derivation paths, transaction hashes, confirmations) across Layer 1 and Layer 2 ecosystems.

• Are comfortable navigating institutional financial SaaS dashboards, including OEMS trade routing logs, custody reporting software, and…