Client Services Representative

Client Services Representative

Welcome to the dynamic world of NinjaTrader! As an industry-leading trading platform and futures broker, we're empowering traders to take control of their financial destiny. We provide cutting-edge products and services that enhance the trading journey. Whether a seasoned pro or just starting out, NinjaTrader equips traders with award-winning software and brokerage services to navigate the world's leading financial markets with confidence.

Our growth story is nothing short of exhilarating. Since 2003, NinjaTrader has been dedicated to understanding and supporting traders on their journey toward trading triumph. Through those efforts, our user base has grown to over 2 million users and we have become the number one rated futures brokerage worldwide.

But we're not stopping there. We're constantly evolving, pushing boundaries, and modernizing the futures industry. Our commitment to innovation means users will always have access to dynamic tools, real-time support, and a community of like-minded traders.

Join us as we redefine what's possible in trading, advocate for our customers, and continue our journey toward becoming the world's top retail-focused trading platform in the world.

In this role you will:

• Leverage phone, chat, and email to resolve client support inquiries regarding customer accounts and our platform
• Assist clients with account setup, technical support, account troubleshooting, and treasury-related inquiries
• Educate and empower customers to get the most out of the NinjaTrader product line
• Become a power user of Gmail, Confluence, Jira, and other productivity applications
• Efficiently and accurately manage customer data using Salesforce
• Collaborate with internal teams, including Trade Desk, Technical Support, and Compliance
• Identify and communicate emerging client needs and feature requests to management and other internal teams
• Guide clients in navigating the world of commodity futures and NinjaTrader's services
• Assist management in creating and revising policies based on customer feedback
• Regularly participate in beta testing new software updates

What you'll need:

• Strong computer skills and the ability to learn complex systems quickly
• Empathy and the ability to connect with customers while showing genuine care for their concerns
• Ability to explain complex information and instructions in a clear, understandable way
• Strong time management skills with the ability to manage multiple customer requests and follow up effectively
• Excellent written and verbal communication skills
• A tech-savvy mindset with the ability to troubleshoot computer issues directly with clients

Bonus points for:

• Written and spoken fluency in Spanish, Portuguese, Italian, German, French, etc.
• A minimum of one year of customer service experience, preferably within a high-volume technology company
• Experience with CRM software and customer service ticketing systems
• Knowledge of the trading industry

Compensation:

The salary for this role will be $54,000.00. In addition, this position will also receive an annual target bonus of 4%. Bonus pay at NinjaTrader is based on individual performance (50%) as well as company/team performance (50%).

Salary and bonus earnings are only two components of the total compensation package offered by NinjaTrader. NinjaTrader offers a 401K plan through ADP under which the company will match up to 3.5% of employee contributions. Annual paid time off allowance accrues at a rate of 18 days per year (some positions may qualify for more) plus seven paid holidays.

Location:

This role is based in Chicago, IL. We are not open to remote candidates for this role.

Hybrid:

For Chicago-based employees, we follow a hybrid work schedule: In-office Tuesday through Thursday, with remote work on Mondays and Fridays. In addition to these weekly remote days, we offer:

• 20 additional flex remote days annually
• 5 Company Wide Office-Optional weeks tied to major holidays

Our Core Benefits Include:

• Generous PTO
• 7 Paid Holidays Annually + 5 Conditional Holidays Annually
• 1 Service Day Annually
• 401k with 3.5% Company Match
• Paid Parental Bonding Leave
• Health, Vision, Dental Coverage
• Life and Disability Insurance Covered 100% by NinjaTrader

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.