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Provides high-volume customer support for a retail brokerage through phone, chat, and email. Assists self-directed investors with complex options order execution, account management, trading platform functionality, futures and options on futures, and portfolio margin accounts. Analyzes customer positions, explains strategy advantages and disadvantages, identifies customer needs, and delivers timely trading solutions. The role is fully in-person in Chicago, Monday through Friday, and requires FINRA Series 3, 7, and 63 certifications.

Provide inbound phone, chat, and email support for tastytrade retail brokerage customers. Assist with complex options and futures order execution, analyze positions, recommend strategies, troubleshoot account and trading platform issues, and identify customer needs. Work in-office Monday–Friday on specified shifts and handle high call volume.

Own product design execution across web, desktop, and mobile trading platforms. Build design-system foundations including tokens, components, guidelines, navigation standards, and documentation. Partner with product and engineering teams on scope and implementation quality, maintain high visual and interaction standards, and mentor designers. The role requires experience designing complex, data-dense interfaces, demonstrating measurable outcomes, and working in regulated financial environments.

Responsible for day-to-day website management and driving organic growth through SEO and generative search optimization (GEO). Tasks include keyword research, technical SEO audits, Core Web Vitals monitoring, structured data and hreflang implementation, content optimization, backlink monitoring, and coordinating with developers and CRO leads to improve search visibility and site performance.

Lead organic acquisition for tastytrade.com and the app through SEO, GEO/AI search optimization, and ASO. Set KPI frameworks, build reporting dashboards, manage and mentor the organic team, partner with Product/Engineering/Content/Compliance, and convert organic insights into site and content improvements that drive measurable traffic, rankings, and business outcomes.

Process new brokerage account applications and maintenance, verify identity and documentation for CIP/AML compliance, provide customer support via chat/email/phone, document interactions in Salesforce, escalate suspicious activity, and contribute to process improvements while developing toward approver-level responsibilities.

Serve as primary client contact for US FX clients: execute orders, handle inquiries, onboard and fund clients, support RFED business development, and collaborate with executives and team to improve processes and client experience. Maintain strong market knowledge, active listening, and contribute to strategic ideas.

Lead design for complex trading features across web, desktop, and mobile. Own end-to-end product design, participate in discovery and user research, propose and analyze A/B tests, collaborate closely with PMs and engineers, mentor designers, and connect design work to business metrics like conversion, retention, and engagement.

Lead and scale tastytrade's fraud investigations function: build program and taxonomy, hire and manage analysts, own detection and monitoring across the customer lifecycle, evaluate tooling/vendors, coordinate with product/tech/compliance, define KPIs and budget, and report to senior leadership.

Lead end-to-end investigations into complex fraud (account takeover, synthetic identities, payment/ACH fraud); perform risk assessments; collaborate with risk, compliance, legal, and support; communicate with customers and law enforcement as needed; maintain documentation and recommend detection/process improvements to mitigate emerging fraud vectors.