Concierge Agent, 24/7 Coverage

Company: tastytrade Role: Concierge Agent 24/7 Coverage Location: Chicago, IL – Initially on-site; hybrid/remote based on performance and experience Reports to: Trade Desk Team Manager Licensure Required: None required to apply, but a huge plus — FINRA SIE , Series 7, 63, and 3 sponsorship provided for qualified candidates Markets don't sleep, and neither does great service. As our Concierge Agent for weekend and overnight coverage, you'll be the friendly, steady presence our customers count on when they need us most — nights, weekends, and everything in between. This role brings together the warmth of our Concierge team and the market savvy of our Trade Desk, making it a genuine launchpad into a licensed trading career. No license needed to get started — we'll sponsor your FINRA SIE, Series 7, 63, and 3 as part of your onboarding. While you work toward those credentials, you'll focus on delivering outstanding customer support, leaning on our on-call senior staff for anything that requires a license. What You'll Do Customer Support Serve as primary contact via phone, chat, and email during weekend/overnight hours Assist with account management (profile updates, beneficiaries, trading levels, access issues) and platform navigation across desktop, web, and mobile Educate customers on platform features and order types (no trading advice) Document all interactions in Salesforce Funding & Operations Support ACH/wire transfers, withdrawals, ACATs, and crypto transactions; resolve delays and rejections with Banking Handle overnight withdrawal requests and margin-deficit escalations Trading Support & Escalation Assist with inquiries on futures, futures options, 24-hour stocks, event contracts, and GTH index options Handle order entry, trade status, and position questions; escalate execution disputes or complex matters Once licensed: independently resolve trade disputes and advise on risk exposure, margin, and position adjustments Risk Monitoring Flag unusual account activity, potential fraud, or overnight risk events (news, earnings, futures moves) for escalation Once licensed: independently conduct risk callouts and discuss hedging/position adjustments with customers Shift Operations Triage urgent issues, produce shift handoff reports, and document incidents Coordinate with Accounts, Banking, Tech Support, Compliance/Fraud, and Engineering teams as needed Contribute to process improvements Licensing Complete sponsored FINRA licensing (SIE, 7, 63, 3) within 3–4 months Shadow licensed reps and participate in structured training Who You Are 1–3 years customer service experience (financial services a plus, not required) Willing to commit to a Wed–Sat or Thu–Sun weekend/overnight schedule for 2+ years Genuine interest in markets, trading, and derivatives Strong communicator — clear, patient, and empathetic across channels, especially under pressure Sound judgment on when to escalate vs. handle independently; comfortable with minimal supervision Proficient in Salesforce, Slack, Teams, Microsoft Office, and Atlassian tools Detail-oriented multitasker who can learn proprietary platforms quickly Trustworthy, adaptable, and growth-minded, with a genuine service orientation Company Perks/Benefits: Performance Bonuses Stock Purchase Options 401k Plan Medical/Dental/Vision Benefits Continued Education Support 20 Paid Vacation Days (plus an additional paid vacation day the month of your birthday!) 10 Paid Sick Days Gym Membership Reimbursement Commuter Benefits Pet Insurance Wellness & Mental Health Programs Charitable Donation Matching Two Paid Volunteer Days Off Daily catered lunch when in the office Full kitchen with snacks and beverages In-building gym Shuttle to/from Metra Office located in the West Loop - Chicago's growing center of tech, great cuisine, and high-end bars Salary Range: $60,000 (with an increase to $65,000 if all required licenses are passed within the agreed timeframe) The actual salary offered will be based on the candidate…