Overnight Client Support Specialist (Equity, Option, Crypto)

As an Overnight Client Support Specialist at Questrade Financial Group, you are the primary technical authority for complex digital asset, equity, and options inquiries during overnight and extended market hours. You independently resolve technical, trade, and margin issues on first contact, bridging the gap between Questrade's core ledger, decentralized oracle networks, global institutional liquidity providers, and active exchanges and ECNs during the overnight session.

What you'll do

• Serve 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
• Monitor trading activity, multi-venue order flow, and spot/derivatives liquidity overnight to ensure seamless operational continuity between market shifts
• Investigate and execute trades, route orders across ECNs and exchanges, and resolve execution or slippage issues by auditing transaction logs in OEMs and liquidity engines
• Diagnose complex inquiries for perpetual and fixed-expiry futures, including troubleshooting margin maintenance, forced liquidations, funding rates, and mark-to-market pricing
• Manage support workflows for event contracts, validate resolution logic against decentralized oracle networks, and audit binary outcome payouts
• Oversee asset custody across exchange sub-custody vaults and use blockchain network explorers to track network congestion, gas fees, and protocol updates
• Resolve domestic and international fiat funding delays across virtual accounts, and audit ledger breaks between core client bookkeeping, margin accounts, and external reports
• Monitor KYC/AML flags, investigate security and liveness check anomalies, and document systemic incidents or API drops with market makers
• Partner with Trade Desk, Risk, and QTG teams for clear shift handoffs while designing, updating, and maintaining internal runbooks and operational procedures
• Stay current on Questrade products, policies, and cross-asset market developments to proactively propose improvements to procedures and platform scaling

What you bring

• 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
• A post-secondary degree or diploma in Finance, Economics, Computer Science, Information Technology, or a related field
• CIRO registration, or active progress toward registration within a timeframe agreed with the Manager, Trade Desk, in accordance with Questrade's Educational Assistance Policy
• Deep functional understanding of digital asset market micro-structures (order-book depth, spreads, market-maker dynamics)
• Strong conceptual grasp of derivative mechanics (leverage, margin ratios, liquidation price formulas) and event contract principles (oracle consensus, binary options, settlement rules)
• Broad investment product knowledge in equities, options, and option spreads, including order routing structure, ECNs, and exchanges
• A solid understanding of blockchain infrastructure and on-chain fundamentals (public/private keys, wallet derivation paths, transaction hashes, confirmations) across Layer 1 and Layer 2 ecosystems
• Comfort navigating institutional financial SaaS dashboards, including OEMs trade routing logs, custody reporting software, and modern omnichannel ticketing environments
• Extreme attention to detail, high emotional intelligence and composure when handling client anxieties, and a solution-focused mindset under fast-moving, high-volatility market conditions

Nice to have

• Active professional designations demonstrating digital asset or financial literacy, such as technical crypto certifications (Certified Bitcoin Professional, Chainalysis Academy CCFC, or DACFP), alongside traditional Canadian financial industry credentials (CSC or CIRE framework)

What we offer

• Base salary of $70,000 to $85,000, commensurate with experience, skills, and location within Canada
• Comprehensive benefits plan and competitive incentive (bonus) program for full-time permanent roles
• Health and wellbeing resources and programs
• Paid vacation, personal, and sick days
• Fully remote working arrangement
• Career growth and development opportunities

About Questrade Financial Group

Questrade Financial Group operates through Questrade, Questbank, Questrade Wealth Management, Community Trust Company, Zolo, and Flexiti, providing securities and foreign currency investment, professionally managed portfolios, mortgages, real estate services, and financial services. The company uses cutting-edge technology to help Canadians become more financially successful and secure.

Schedule: Fixed overnight shift from 7:30 PM to 3:30 AM. This role requires self-reliance and initiative to effectively prioritize responsibilities with limited on-site supervision.