Overnight Client Support Specialist… at Community Trust · Remote

What’s in it for you as an employee of QFG?

Health & wellbeing resources and programs

Paid vacation, personal, and sick days for work-life balance

Competitive compensation and benefits packages

Work-life balance

Career growth and development opportunities

Opportunities to contribute to community causes

Work with diverse team members in an inclusive and collaborative environment

This job posting is for an existing vacancy.

We’re looking for our next Overnight Client Support Specialist (Equity, Option, Crypto). Could It Be You? The Overnight Client Support Specialist (Equity, Option, Crypto) is a high-tier subject matter expert dedicated to achieving First Contact Resolution (FCR) across the full breadth of client trading activity during Questrade’s overnight and extended market hours — spanning digital assets, leveraged derivatives, equities, and options. By adopting the “You touch it, you own it” mantra, this role eliminates siloed, hand-off-heavy support, empowering the specialist to independently own the client journey across spot crypto markets, derivatives pipelines, equity and options order flow and routing, and integrated venue custody — at a time of day when day-shift trading and support resources are limited. As Questrade extends coverage beyond standard market hours, this position serves as the overnight technical authority for advanced market instruments and traditional securities alike — bridging the gap between our internal core ledger, decentralized oracle networks, global institutional liquidity providers, and the exchanges and ECNs that remain active during the overnight session.

Need more details? Keep reading… In this role, responsibilities include but are not limited to:

Serving 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.

Monitoring trading activity, multi-venue order flow, and spot/derivatives liquidity overnight to ensure seamless operational continuity between market shifts.

Investigating and executing trades, routing orders across ECNs/exchanges, and resolving execution or slippage issues by auditing transaction logs in OEMS and liquidity engines.

Diagnosing complex inquiries for perpetual and fixed-expiry futures, including troubleshooting margin maintenance, forced liquidations, funding rates, and mark-to-market pricing.

Managing support workflows for event contracts, validating resolution logic against decentralized oracle networks, and auditing binary outcome payouts.

Overseeing asset custody across exchange sub-custody vaults and using blockchain network explorers to track network congestion, gas fees, and protocol updates.

Resolving domestic and international fiat funding delays across virtual accounts, as well as auditing ledger breaks between core client bookkeeping, margin accounts, and external reports.

Monitoring KYC/AML flags, investigating security/liveness check anomalies, and documenting systemic incidents or API drops with market makers.

Partnering with Trade Desk, Risk, and QTG teams for clear shift handoffs while designing, updating, and maintaining internal runbooks and operational procedures.

Staying current on Questrade products, policies, and cross-asset market developments to proactively propose improvements to procedures and platform scaling.

So are YOU our next Overnight Client Support Specialist (Equity, Option, Crypto)? You are if you…

Have 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.

Have a post-secondary degree or diploma in Finance, Economics, Computer Science, Information Technology, or a related field.

Are CIRO registered (or in progress to become registered). You must hold, or be actively completing relevant courses within the timeframe agreed with the Manager, Trade Desk, in accordance with Questrade’s Educational Assistance Policy.

Have 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).

Have broad investment product knowledge in equities, options, and option spreads, including order routing structure, ECNs, and exchanges.

Have a solid understanding of blockchain infrastructure knowledge, on-chain fundamentals (public/private keys, wallet derivation paths, transaction hashes, confirmations) across Layer 1 and Layer 2 ecosystems.

Are comfortable navigating institutional financial SaaS dashboards, including OEMS trade routing logs, custody reporting software, and modern omnichannel ticketing environments.

Have extreme attention to details, high emotional intelligence and composure when handling client anxieties, and a solution-focused mindset under fast-moving, high-volatility market conditions.

Additional kudos if you…

Have active professional designations demonstrating digital asset or financial literacy are considered strong assets. Highly valued credentials include technical crypto certifications (e.g., Certified Bitcoin Professional – CBP, Chainalysis Academy – CCFC, or DACFP), alongside traditional Canadian financial industry proficiencies (such as the CSC or the modernized CIRE framework).

Additional Information…

This role offers a fully remote working arrangement.

The schedule of this role is a fixed overnight shift from 7:30 PM to 3:30 AM, requiring the self-reliance and initiative to effectively prioritize responsibilities with limited on-site supervision.

Compensation Information:

Base salary range: $70,000 - $85,000

The final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full-Time Permanent roles.

Sounds like you? Click below to apply! #LI-Hybrid #LI-TO1