Manager of Platform Support

Topstep • Chicago, IL

26d • Hybrid

About The Position

The Manager of Platform Support leads the team responsible for frontline technical support and client assistance for Topstep Brokerage’s proprietary trading platform. The Manager of Platform Support owns the performance, reliability, and continuous improvement of Topstep Brokerage’s client platform support function. This role ensures operational excellence, service consistency, and compliance across all client touchpoints. At Topstep, we trust our team to take accountability and drive results while embracing feedback as a means for growth and continuous improvement.

Requirements

• Bachelor’s degree in business, finance, or IT-related field preferred.
• 5+ years of experience in electronic trading platform support, with at least 2 in a leadership or team-lead role.
• In-depth understanding of order routing, clearing integrations, and platform performance metrics.
• Fluency in Spanish or Portuguese required; proficiency in both strongly preferred.
• Excellent written and verbal communication; ability to lead under pressure.
• Proven ability to build and inspire collaborative, high-performing teams.
• Experience implementing CRM/ticketing metrics and service quality dashboards.
• Familiarity with CFTC/NFA requirements and escalation protocols for regulated brokerage operations.
• Strong analytical and problem-solving skills with a focus on continuous improvement.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Ability to apply common sense understanding to carry out written or oral instructions. Ability to deal with problems involving concrete variables in standardized situations. Ability to solve practical problems via a logical, analytic approach.
• To perform this job successfully, an individual must have knowledge of electronic equipment, intermediate PC skills, knowledge of internet software and proficiency. Familiarity with Google Drive and Google Docs is a must. Computer experience/operation is required. Must have the ability to operate general office equipment.
• Ability to multitask. Ability to work in a fast-paced environment. Strong time management and organizational skills. Ability to work under dynamic schedule constraints and consistently meet deliverable timelines.

Responsibilities

• Lead and mentor Platform Support Specialists, setting clear service standards and monitoring performance metrics.
• Oversee client support for the proprietary trading platform, ensuring alignment with operational, compliance, and risk frameworks.
• Collaborate closely with IT, Operations, and the Trade Desk to prioritize and resolve platform issues, enhancements, and client-impacting incidents.
• Develop and maintain Standard Operating Procedures (SOPs) for support, escalation, and incident management.
• Coordinate with the Director of Operations and Compliance to ensure support activities meet CFTC/NFA regulatory requirements.
• Analyze ticketing and client feedback data to identify trends, root causes, and opportunities for improvement.
• Support training programs to keep the team current on platform updates, features, and compliance expectations.
• Act as the point of contact for critical platform incidents and ensure timely communication with leadership and external vendors.
• Drive consistency, accountability, and professionalism across all client interactions.
• Participate in BCDR testing and serve as backup to the Director of Operations in system outage communications.
• Develop and maintain dashboards and reporting for response time, resolution rate, and client satisfaction metrics.

Benefits

• 10 Company paid Holidays and generous Family Leave.
• Paid time off is accrued monthly.
• Competitive 401(k) matching, health, dental, and vision insurance is offered for full time employees
• Vacations are encouraged with a bonus for taking 5 consecutive days.
• Employee referrals are bonused.
• Topstep offers a food and groceries budget and contributes towards health and wellness.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 51-100 employees