Trade Desk Representative, 24/7 Coverage

Provide support for all 24-hour and weekend-eligible instruments, including, but not limited to, outright futures, futures options, 24-hour stock trading, event contracts, GTH broad-based index options, and much more

Resolve trade disputes, execution errors, and order entry issues that occur during weekend/overnight trading sessions

Analyze all customer positions and understand the potential risk involved

Work with customers to identify their needs as self-directed investors and provide timely solutions, especially during risk events

Provide friendly, accurate, and efficient support via phone, email, or chat channels

Monitor customer account risk exposures during weekend and overnight trading sessions on all supported products, identifying accounts approaching or exceeding margin requirements

Perform proactive callouts to customers with potentially excessive risk or exposure from overnight risk events (company-specific news, economic data, geopolitical developments, futures market moves)

Assist customers with managing excessive risk from overnight events, discussing position adjustments, hedging methods, or risk reduction options

Conduct real-time firm risk surveillance during overnight hours, monitoring for concentrated positions, unusual activity, or systemic risk concerns

Escalate critical risk situations to the tastytrade Margin and Risk team, providing detailed analysis and recommendations

Track and report unusual trading activity, account movements, or potential fraudulent behavior detected during overnight/weekend hours

Monitor overnight futures market volatility and liquidity conditions that may affect customer positions or firm risk

Assist customers with account management questions, including deposits, withdrawals, crypto transfer requests, and platform/account settings during overnight hours

Provide guidance on platform functionality across desktop, web, and mobile applications for overnight traders

Troubleshoot order entry issues, platform connectivity problems, and technical difficulties during overnight sessions

Educate customers on all 24-hour and weekend-eligible instruments regarding trading mechanics, margin requirements and methodologies, and risk management best practices

Escalate technical issues to Engineering or Technical Support teams, providing detailed documentation of customer problems

Serve as the primary point of contact for urgent customer issues during US overnight/early morning hours

Properly triage cases by coordinating with the US day-shift Margin & Risk teams on risk-related issues, providing detailed transition reports on overnight developments

Document overnight incidents, customer escalations, and operational issues with thorough detail for the following shift or day-shift follow-up

Provide detailed shift handoff reports summarizing overnight trading activity, risk events, customer issues, and action items

Contribute to the continuous improvement of overnight operations procedures, workflows, and customer communication protocols

Monitor overnight system performance and coordinate with Technology teams on platform issues or outages

Collaborate with Margin and Risk team on customer risk events

Coordinate with the Compliance/Fraud team on overnight trading surveillance alerts or suspicious activity

Work with the Banking team on overnight funding requests, wire transfers, or withdrawal issues requiring expedited processing, especially any incoming transfers from customers experiencing a margin deficit

Work with reviewing, approving, and rejecting crypto wallets, including processing crypto deposits and withdrawals

Partner with the Engineering team to report platform bugs, execution issues, or system enhancements identified during overnight operations

Work independently with minimal supervision during overnight hours when senior leadership is unavailable

Make sound decisions on customer requests, risk situations, and operational matters using established policies and best judgment

Exercise discretion on when to escalate issues versus handling independently based on severity and complexity

Manage high-stress situations calmly and professionally, including upset customers, market volatility, and risk events

Who you are: Experience & Credentials

FINRA SIE, Series 7, 63, and 3 Certified

Minimum 3-5 years of experience in high-volume customer service, trading operations, or a trade desk role

At least 3-5 years of hands-on experience with options, futures, and futures options trading

Previous experience in overnight or off-hours trading operations is a plus

Proven track record working independently with minimal supervision in fast-paced environments

Commitment to a minimum of one year in an overnight shift before potential transition to a day-shift role

Deep understanding of futures and futures options execution mechanics, pricing, and market structure

Strong knowledge of options pricing models and determining exposure using Greeks

Experience with exchange-traded derivatives across multiple asset classes (equity index, commodities, rates, currencies)

Familiarity with extended hours stock trading, including pre-market, 24-hour, and after-hours sessions

Understanding of Regulation T and portfolio margin account risk methodologies

Knowledge of futures contract specifications, margin requirements, settlement procedures, and SPAN margin methodologies

Strong risk management skills with the ability to identify and assess customer account risk exposures using the in-house risk screener (Sentinel)

Experience conducting customer risk callouts and discussing risk-reducing position adjustments in high-stress situations

Understanding of margin calculations, liquidation priorities, and portfolio risk metrics

Ability to analyze overnight risk events and their potential impact on customer positions

Familiarity with firm risk surveillance and unusual activity detection