Client Support Specialist - Digital Asset & Derivatives (Crypto)

Questrade is on a mission to help Canadians to become much more financially successful and secure.

For nearly 30 years, Questrade Financial Group has been delivering on that mission through investing, banking, mortgages, and real estate. Together, we tilt finance in favour of ambitious Canadians, creating new ways for them to seize the financial future they deserve.

We're looking for people who are ready to enter their career inflection point. Mission-driven, exceptional folks that never settle. The work here is hard because the responsibility is real. If that's the standard you've been looking for, keep reading.

Req #4246

The return on your career investment

• Compensation and incentives built to reward the value you bring.
• RRSP matching of up to 6%.
• Health and wellness resources and programs, including $5,000 in mental health practitioner coverage.
• $5,000 in tuition subsidies for job-related courses, every year.
• 100% parental top-up, up to 26 weeks for birthing parents and 18 weeks for non-birthing parents.
• A hybrid environment, with at least three days in the office built for working together.
• Paid vacation, personal, and sick days.
• A community care day to give back to the causes you care about.

This job posting is for an existing vacancy.

We’re looking for our next Client Support Specialist - Digital Asset & Derivatives (Crypto)

The Digital Asset & Derivatives Support Specialist is a client-focused problem-solver who helps Questrade clients navigate our growing suite of digital asset products, including spot crypto trading, derivatives, event contracts, and related funding and custody services. Guided by our “You touch it, you own it” philosophy, the specialist takes ownership of each client inquiry from start to finish, aims for First Contact Resolution (FCR), and works with internal teams and partners when an issue requires it.

This role suits people who combine strong communication, customer service, and analytical skills with a genuine passion for digital assets. Candidates should already have a working familiarity with core crypto concepts such as blockchain, wallets, stablecoins, staking, and network fees. Deep technical expertise is not required at the start. We welcome applicants from banking, brokerage, fintech, and other client service environments, as well as those with direct crypto industry experience. A focused onboarding program will build product-specific knowledge in areas such as derivatives, margin, and event contracts so specialists can contribute quickly.

The mandate

In this role, you will:

• Serve as the trusted main point of contact for client inquiries on digital asset products, owning each case from first contact through resolution and keeping clients informed throughout rather than handing them off.
• Aim to resolve trading, margin, and funding questions on the first interaction, and recognize when and how to escalate complex or unusual cases to the appropriate team so clients get accurate answers quickly.
• Investigate and resolve questions about trade execution, order status, unfilled or partially filled orders, and price slippage using internal trading and order management tools. Respond to inquiries on perpetual and fixed-expiry futures, including margin requirements, margin calls, liquidations, funding rates, and mark-to-market pricing, explaining how these mechanics apply to the client’s account.
• Support clients with questions about event contracts and prediction market products, including how contracts are resolved, how outcomes are determined from data sources, and how payouts are settled. Help gather information and coordinate with internal teams when a resolution is disputed.
• Troubleshoot delayed or failed crypto deposits and withdrawals using blockchain explorers and internal custody tools, and assist with network issues such as congestion, fee changes, wrong-network transfers, and recovery requests. Help resolve delayed or failed CAD and USD funding transactions across supported payment methods, working with internal teams and payment partners as needed.
• Investigate client-reported discrepancies in balances, positions, or transaction history by comparing internal records with trade and provider reports, escalating confirmed issues for correction. Support KYC and AML processes by assisting with verification issues, account restrictions, and information requests, escalating suspicious activity through proper channels. Provide product information without offering investment advice, in line with regulatory requirements.
• Build on a foundation of crypto familiarity to become a knowledgeable resource on digital assets, derivatives, and blockchain operations through training, documentation, and hands-on experience. Report recurring client issues such as platform bugs and service disruptions, share insights to help refine procedures, risk controls, and the client experience, and help maintain internal runbooks, FAQs, and support documentation as new products, assets, and procedures are introduced.

You’re ready for this mandate if you have the following qualifications

• 1–2 years of client-facing experience in financial services (e.g., banking, brokerage, wealth management), fintech, a crypto exchange, or a high-volume customer support environment.
• Post-secondary degree or diploma in Finance, Economics, Business, Computer Science, Information Technology, or a related field, or equivalent work experience.
• Working knowledge of core crypto and blockchain concepts, such as wallets, public and private keys, stablecoins, staking, network fees, and how exchanges operate. Familiarity with leverage, margin, or derivatives is an asset; product-specific depth will be developed through onboarding.
• Ability to explain complex financial and technical concepts clearly and simply, both verbally and in writing, to clients with varying levels of knowledge.
• Strong analytical and investigative skills, with the ability to work through unfamiliar issues methodically, use available tools and documentation, and recognize when to escalate.
• High emotional intelligence and composure when supporting clients who are concerned about their funds, especially during fast-moving or volatile market conditions.
• Accuracy in reviewing transactions, account records, and client information, with an understanding that errors can directly affect client funds.
• Comfortable learning and navigating multiple internal systems, such as ticketing platforms, trading and order logs, and account management tools. Experience with omnichannel support tools is an asset.
• Demonstrated ability to learn new products and processes quickly, and a genuine interest in digital assets and financial markets.

Nice to have

• Professional designations that demonstrate financial or digital asset knowledge. Examples include the Canadian Securities Course (CSC) and crypto-focused certifications such as the Certified Bitcoin Professional (CBP), Chainalysis Cryptocurrency Fundamentals Certification (CCFC), or DACFP programs.
• Experience supporting trading or investment products.

Additional Information

• This role requires the flexibility to work rotating 8.5-hour shifts, between the hours of 6:00 am - 8:30 pm on Mondays - Fridays and 10 am - 4 pm on Saturdays & Sundays, including statutory holidays. The shifts will be scheduled 5 days per week, not exceeding 40 hours in total.
• You are required to work in the office 3 days a week if your entire shift falls in the hours between 8 am and 7:30 pm.

Enter your career inflection point. Apply now.

#LI-Hybrid

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The final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full-Time Permanent roles.

Base salary range

$52,000—$55,000 CAD

Technology and AI

We mix human ingenuity with advanced technology. For ambitious builders like you, we provide the latest technology to enable your creativity. You'll have everything you need to build the best outcomes and products for our clients.

Diversity and Inclusion

At Questrade Financial Group of Companies, we’re committed to fostering a diverse, inclusive, and accessible work environment where individuals are treated with dignity and respect. Our global team reflects the diversity of the communities we serve and operate in.

Accessibility statement

Candidates selected for an interview are contacted directly. If you require accommodation during the recruitment or selection process, please let us know. We will work with you to meet your needs.

AI in hiring

Questrade Financial Group of companies Applicant Tracking System uses artificial intelligence (AI) for application screening. The AI system operates on predetermined criteria, with final decisions subject to human review.