Client Technical Support Supervisor, Interactive Brokers
+ Performance-based discretionary cash bonus scheme + Discretionary stock grant
3-5 days a week in office
Online broker
Be an early applicant
Online broker
1001+ employees
Be an early applicant
+ Performance-based discretionary cash bonus scheme + Discretionary stock grant
3-5 days a week in office
1001+ employees
Company mission
To create technology to provide liquidity on better terms.
Role
Who you are
- If you have initiative and are motivated, analytical and methodical, enjoy working with people, this position will challenge and reward you. In addition, you will be part of a team that is building one of the world’s strongest brokerage brands
- Bachelor’s degree preferred if in STEM fields, a valid IT certification, or equivalent experience of no less than five years
- Three-plus years in a client-facing support role
- Five-plus years of experience working with Windows, Macs, software and connectivity support
- Previous experience in a supervisory, team lead or technical lead role demonstrating effective leadership and coaching skills
- Ability of flexible work under pressure
- Excellent communication and interpersonal skills, with the ability to interact professionally with clients and internal stakeholders
- Motivating communicator and able to command respect from partners and peers
- Experience working with support ticketing systems (knowledge of Confluence/JIRA is a plus)
- Adaptable to a constantly evolving technical environment
- Initiative and desire to learn new skills/technologies and remain current with the latest trends
- Passion for solving technical problems
- Languages: Fluency in English is a must. Proficiency in any other is a plus
- Experience with financial products and services is a plus
- Additional languages preferred
What the job involves
- As a Client Technical Support Supervisor at Interactive Brokers, you will play a crucial role in leading and supervising a team of client support professionals to ensure exceptional technical assistance and client service to our clients. This role requires effective communication skills to manage and resolve complex technical issues faced by our clients
- Supervisory Leadership: Lead, mentor, and guide a team of Technical Assistance Client Support Representatives, fostering a positive and collaborative team environment
- Issue Resolution: Oversee the troubleshooting and resolution of complex technical issues related to trading platforms, account setup and software functionalities
- Client Communication: Communicate professionally and effectively with clients, acting as an escalation point and providing clear and concise solutions to their technical problems while maintaining high client satisfaction
- Process Improvement: Identify areas for process improvement within the technical support workflow, proposing and implementing strategies to enhance efficiency and effectiveness
- Training and Development: Develop and conduct training sessions for team members, ensuring they are up-to-date
- Performance Metrics: Monitor and analyse key performance metrics to ensure the team meets or exceeds defined service level agreements (SLAs)
- Escalation Management: Manage and escalate critical technical issues to appropriate internal teams while keeping clients informed about issue resolution progress
- Documentation: Ensure accurate documentation of client interactions, technical issues, and resolutions in internal systems
- Reporting: Prepare and present regular reports to management, highlighting team performance, trends in technical issues, and areas for improvement
- 8:00 am - 5 pm, Monday – Friday (currently a Hybrid model)
Salary benchmarks
Our take
Interactive Brokers is an automated electronic broker, empowering users to analyse global stock markets, manage portfolios, and explore diverse investment assets. With a history spanning over 45 years, the company has thrived by adapting to evolving digital trading trends. Its comprehensive suite of services includes analytical tools, asset marketplaces, and seamless third-party integration, enhancing portfolio management capabilities.
Boasting over $11.6 billion in equity capital, Interactive Brokers remains at the forefront of industry innovation. The company has embraced the rising popularity of cryptocurrency, offering customers access to crypto trading through a partnership with Paxos Trust Company. This proactive approach reaffirms Interactive Brokers' position as a forward-thinking player in the ever-changing trading landscape.
Recently, Interactive Brokers expanded its trading hours for U.S. Treasury bonds to 22 hours a day, allowing global clients to trade during their local hours and quickly respond to market news. This extension reflects the company's commitment to flexibility and comprehensive service, meeting the diverse needs of clients in over 200 countries and territories.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
8% employee growth in 12 months
Company
Company benefits
- Competitive Pay with discretionary bonus packages which may include company stock grants
- Comprehensive Health Plans that include extensive Vision, Dental and Prescription coverage
- 401k Retirement Savings Plan (generous company match)
- Daily Lunch Allowance
- Wellness Incentives
- Flexible Spending Accounts
- Paid Personal Time and Sick Leave
Company HQ
Greenwich, CT
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