Remote Concierge Agent

Company: tastytrade Role: Concierge Agent 24/7 Coverage Location: Chicago, IL Initially on-site; hybrid/remote based on performance and experience Reports to: Markets don't sleep, and neither does great service. As our Concierge Agent for weekend and overnight coverage, you'll be the friendly, steady presence our customers count on when they need us most nights, weekends, and everything in between. While you work toward those credentials, you'll focus on delivering outstanding customer support, leaning on our on-call senior staff for anything that requires a license.

Customer Support

Serve as primary contact via phone, chat, and email during weekend/overnight hours

Assist with account management (profile updates, beneficiaries, trading levels, access issues) and platform navigation across desktop, web, and mobile

Educate customers on platform features and order types (no trading advice)

Document all interactions in Salesforce

Funding & Operations

Support ACH/wire transfers, withdrawals, ACATs, and crypto transactions; Handle overnight withdrawal requests and margin-deficit escalations

Trading Support & Escalation

Assist with inquiries on futures, futures options, 24-hour stocks, event contracts, and GTH index options

Handle order entry, trade status, and position questions; Once licensed: independently resolve trade disputes and advise on risk exposure, margin, and position adjustments

Risk Monitoring

Flag unusual account activity, potential fraud, or overnight risk events (news, earnings, futures moves) for escalation

Once licensed: independently conduct risk callouts and discuss hedging/position adjustments with customers

Shift Operations

Triage urgent issues, produce shift handoff reports, and document incidents

Coordinate with Accounts, Banking, Tech Support, Compliance/Fraud, and Engineering teams as needed

Contribute to process improvements

Shadow licensed reps and participate in structured training

13 years customer service experience (financial services a plus, not required)

• Willing to commit to a WedSat or ThuSun weekend/overnight schedule for 2+ years
• comfortable with minimal supervision
• Proficient in Salesforce, Slack, Teams, Microsoft Office, and Atlassian tools
• Detail-oriented multitasker who can learn proprietary platforms quickly
• Trustworthy, adaptable, and growth-minded, with a genuine service orientation

Performance Bonuses

• Stock Purchase Options
• Medical/Dental/Vision Benefits
• Continued Education Support
• Gym Membership Reimbursement
• Daily catered lunch when in the office
• Full kitchen with snacks and beverages
• In-building gym
• Office located in the West Loop - Chicago's growing center of tech, great cuisine, and high-end bars

Discretionary performance bonus: 5-10% of base salary based on individual and company performance

The tasty house of brands empowers individual traders differently. tasty live, founded in 2011, is an online financial media network, tastytrade (previously known as tastyworks) is a self-directed retail brokerage firm that launched in 2017, tasty Software Solutions and tastyfx, is a registered Forex broker-dealer. Changing the IG US name to tastyfx marks the next chapter, in aligning with the tasty brand family and offering a more forex-focused experience. Location: Our office is in the West Loop - Chicago's growing center of tech, great cuisine, and high-end bars.

Studies have shown that women and people of color are less likely to apply to jobs unless they have every single qualification. Our team is dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly, we encourage you to apply anyway.