Senior Client Support Specialist - Digital Asset & Derivatives (Crypto)

As a Senior Client Support Specialist for Digital Asset & Derivatives at Questrade Financial Group, you serve as a high-tier subject matter expert dedicated to achieving First Contact Resolution for specialized, complex digital asset trading, leveraged derivatives, and blockchain infrastructure inquiries. You adopt a "you touch it, you own it" mantra, eliminating siloed support and completely owning the client journey across spot markets, derivatives pipelines, multi-bank fiat routing, and integrated venue custody. As Questrade scales its product ecosystem, you act as the ultimate technical authority for advanced market instruments, bridging the gap between internal core ledger, decentralized oracle networks, and global institutional liquidity providers.

What you'll do

• Serve as the primary, high-tier point of contact for complex digital asset trading inquiries, dedicated to achieving First Contact Resolution and acting as the specialized owner of the client journey
• Investigate and resolve trade execution issues for digital assets, leveraged derivatives, and event-driven contracts, ensuring efficient execution, resolving margin maintenance anomalies, and managing complex pricing variances
• Manage 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
• Utilize blockchain data and ledger forensics to diagnose network congestion and staking mechanics across Layer 1 and Layer 2 networks, while troubleshooting API-driven fiat funding methods and instant token networks
• Investigate transaction anomalies and account flags using KYC/AML monitoring tools, while proactively contributing to the evolution of internal runbooks, risk controls, and platform scaling

What you bring

• 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
• A post-secondary degree or diploma in Finance, Economics, Computer Science, Information Technology, or a related field
• A deep functional understanding of digital asset market micro-structures, including order-book depth, spreads, and market-maker dynamics
• A strong conceptual grasp of derivative mechanics, including leverage, margin ratios, and liquidation price formulas, as well as event contract principles such as oracle consensus, binary options, and settlement rules
• A solid understanding of on-chain fundamentals, including public and private keys, wallet derivation paths, transaction hashes, and 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 fund 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 Certified Bitcoin Professional (CBP), Chainalysis Academy Certified Compliance Investigator (CCFC), or DACFP credentials alongside traditional Canadian financial industry proficiencies such as the CSC or the modernized CIRE framework

What we offer

• Base salary of $52,000-$55,000
• 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 for work-life balance
• Hybrid work environment with at least 3 days in office
• Career growth and development opportunities
• Opportunities to contribute to community causes

About Questrade Financial Group

Questrade Financial Group (QFG) operates through Questrade, Questbank, Questrade Wealth Management, Community Trust Company, Zolo, and Flexiti, providing securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services, and more. QFG uses cutting-edge technology to help Canadians become more financially successful and secure, combining human-centric collaboration with AI-driven innovation to redefine financial services.