Operations Officer

About the role

You will be the central point of contact for day‑to‑day client operations at a fast‑growing prop trading firm. The role blends client support, technical troubleshooting, and performance reporting, giving you a comprehensive view of how the business runs.

Key responsibilities

• Manage client‑facing operational queries via Zendesk, ensuring responses meet SLA targets.
• Triage and clear operations inboxes, prioritising by urgency and SLA.
• Communicate status updates to clients on escalated cases involving engineering or third‑party providers.
• Investigate and resolve trading execution anomalies, payment issues, refunds, and KYC verifications.
• Escalate technical problems internally and with external partners, driving them to closure.
• Collaborate with third‑party providers to troubleshoot platform issues.
• Build and maintain operational dashboards and performance reports using Excel, Google Sheets, and BI tools.
• Produce regular and ad‑hoc reports for management, leveraging automation where possible.
• Monitor trade activity, client behaviour, and operational load through analytics tooling.
• Identify and improve workflows and processes used daily.

Required profile

• Familiarity with trading platforms such as MT5, MatchTrader or C‑Trader.
• Understanding of forex and futures concepts; personal trading experience is a plus.
• Experience with payment methods across crypto and traditional rails.
• Strong attention to detail, problem‑solving mindset and ability to work under pressure.
• Proactive learner comfortable adopting new systems and tools.

Required skills

• Advanced Excel / Google Sheets (pivot tables, complex formulas).
• Basic coding knowledge in Python, JavaScript or SQL.
• Automation tools: Excel macros, Google Apps Script, Zapier, AI‑based workflows.
• Zendesk, Jira, Confluence or Intercom.
• BI/dashboard tools such as Power BI, Metabase or similar.
• Experience with third‑party PSPs and handling disputes/chargebacks.