Manager of Support - TOPSTEP : Job Details

The Manager of Support leads, develops, and motivates a high-performing team of Trader Support Specialists. This role is responsible for daily performance oversight, coaching, and creating a positive, proactive team culture focused on providing exceptional trader support. The manager sets clear goals, monitors KPIs, and ensures the team meets the service level standard. While everyone works remotely, the expectation is that we are in constant communication with each other. This is especially true with our close-knit Overnight Team. The successful candidate will be comfortable working non-standard hours, The Manager of Support is never slow to act and embodies a “see something, do something” mentality, taking action to improve systems, processes, and the overall trader experience. We are never finished learning—always seeking to improve and grow both individually and as a team. This role will be onsite in Omaha, Nebraska. Regular working hours would be: 8-5pm plus 1 day overnight per week.

Key Responsibilities

• Own overall team performance, ensuring all Trader Support Specialists (TSS) are meeting individual and team goals
• Manage and coach team members through regular 1:1s, performance feedback, and monthly QA sessions
• Support day-to-day team operations, including managing escalations and acting as a backup for the Team Lead on scheduling and coverage
• Lead or participate in hiring, onboarding, and training by partnering with the Trainer to develop SOPs, keep documentation current, and support continuous learning
• Ensure quality and consistency in both internal support documentation and external Help Center content, working closely with the Training Team
• Monitor and report on team performance, creating dashboards, metrics, and KPIs that drive accountability and continuous improvement
• Drive process improvements that streamline support workflows and enhance the overall trader and agent experience
• Escalate platform bugs and trends to Support Leadership and cross-functional teams as needed
• Engage directly with traders on high-level or sensitive issues to model effective support practices.
• Stay current on tools and trends in support operations to keep Topstep's service model competitive and effective
• Work closely with the Sr. Manager of Support, providing updates, raising risks, and ensuring team alignment with department objectives

Required Qualifications and Key Competencies

• 3+ years in trader, technical, and/or customer support
• 2–3 years of experience managing a team (8+ preferred), ideally in a fast-paced or high-growth environment
• Experience with CRM tools; Intercom, Zendesk, NetSuite or similar preferred
• Strong grasp of service KPIs and coaching best practices
• Excellent written and verbal communication skills
• High Emotional Intelligence
• Familiarity with workforce management, real-time chat, or support forecasting tools
• Able to work onsite in Omaha, Nebraska
• Experience working irregular hours

Company Culture & Perks

• Nine (9) Company-paid Holidays and generous Family Leave. Paid time off is accrued monthly.
• Competitive 401(k) matching, health, dental, and vision insurance is offered for full time employees
• Vacations are encouraged with a bonus for taking 5 consecutive days. Employee referrals are bonused. Topstep offers a food and groceries budget and contributes towards health and wellness.

New Hire Base Salary Range

• $82,000-$85,000
• Bonus: This position is eligible for a performance-based bonus as provided by the plan terms and governing documents.
• The compensation offered will take into account internal equity and may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors.

Equal Opportunity Employer

Topstep is an Equal Opportunity Employer. We are committed to fostering an inclusive environment where all employees and applicants are valued. All qualified candidates will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status, in compliance with applicable federal, state, and local laws.

Interested in the role? Apply today with your resume and cover letter!

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