Topstep

Lead capacity planning, support staffing, and optimize multi-channel support operations. | Experience in workforce management, support operations, and proficiency with support tools and data analysis. | Note: The job is a remote job and is open to candidates in USA. Topstep is a dynamic company seeking a Senior Manager of Support Operations to lead workforce planning and operational readiness for their multi-channel support organization. The role involves overseeing a team responsible for capacity forecasting, scheduling, and ensuring service levels are met while driving strategic planning and optimizing resource allocation. Responsibilities • Develop long-term capacity plans (quarterly/annual) based on growth forecasts, seasonality, and product launches • Partner with Finance and HR to create hiring and staffing plans aligned with budget targets • Daily ticket forecasting and personnel adherence oversight • Administrate Intercomm system and stay up to date on latest releases and enhancements • Maintain oversight on queue build-up and assure resources are diverted to areas in need to resolve backlogs • Build WFM strategy for multi-channel support (phone, chat, email, social, etc.) including coverage modeling by time zone • Lead strategic discussions with executive leadership on efficiency targets, staffing risks, and headcount forecasts • Administrate Assembled WFM scheduling • Maintain “what-if” modeling for surge scenarios • Oversee scheduling policies, shift bids, and agent preferences to balance efficiency and morale • Approve intraday management protocols (break optimization, queue balancing, overtime management) • Set strategies for flexible staffing (e.g., part-time, on-call, work-from-home models) • Track and report key metrics, such as forecast accuracy, schedule adherence, occupancy, and service level reporting for the department and Executive Leadership • Create daily team health reports for each manager (CSAT, Ticket Closures, Adherence, etc.) • Identify underutilized capacity or overstaffing and propose optimization strategies • Create documentation and SOPs for forecasting, scheduling, and real-time management processes Skills • 5 +years of experience in workforce management, customer service leadership, or support operations including experience in a senior management or higher level role • Proven expertise in forecasting, scheduling, and real-time management across multi-channel environments (chat, email, phone, social, etc.) • Hands-on experience with WFM and support systems such as Assembled, Intercom, Zendesk, Salesforce, or equivalent platforms • Strong understanding of capacity modeling, queue management, and service level optimization in a high-growth or fast-paced organization • Demonstrated ability to build and execute long-term staffing strategies that align with business growth, financial targets, and headcount plans • Experience partnering with Finance, HR, and Operations leaders to balance cost efficiency with customer experience goals • Strong background in operational strategy, workforce management, and process optimization • Ability to translate forecasts and business objectives into actionable staffing strategies and capacity plans • Focused on aligning staffing and operational strategies to deliver exceptional customer experiences • Bachelor's degree in Business Administration, Operations Management, or equivalent experience preferred • Skilled in using data to identify trends, forecast demand, and recommend optimization opportunities • Proficient in managing WFM systems and support tools, ensuring configuration and reporting align with business needs • Experience as part of a support team in a growing, fast-paced environment • Strong multitasking and time management skills • Basic understanding of Google Suites - Include Sheets, Docs, Slides, and Forms Benefits • 10 Company paid Holidays and generous Family Leave. • Paid time off is accrued monthly. • Competitive 401(k) matching, health, dental, and vision insurance is offered for full time employees • Vacations are encouraged with a bonus for taking 5 consecutive days. • Employee referrals are bonused. • Topstep offers a food and groceries budget and contributes towards health and wellness. Company Overview • Topstep is a financial organization that enables resource traders to develop and learn in the trading industry. It was founded in 2012, and is headquartered in Chicago, Illinois, USA, with a workforce of 51-200 employees. Its website is https://www.topstep.com.

Manage and improve the trading experience by defining roadmaps, coordinating releases, and analyzing performance metrics. | Over 3 years of experience in trading-related product management, strong data skills, and experience with high-volume, high-stakes platforms. | Summary Are you a systems-minded builder who loves turning messy, high-stakes flows into simple, trustworthy experiences? Topstep is hiring a Senior Product Manager for its advanced trading experience. You'll connect trader needs with business outcomes, align partner teams on a clear roadmap, and ship improvements that measurably raise retention, engagement, and trader success. This role is ideal for someone who combines deep product judgment with strong execution instincts, and who's ready to step into a position of broad influence across teams and functions. You'll shape how we think about the future of our platform and help build the connective tissue that turns vision into reality. Key Responsibilities • Own the advanced trading experience roadmap: lead the end-to-end product experience for trading at Topstep, define the strategy to improve trader satisfaction, while maintaining a best-in-class trader experience. • Define clear problem statements and PRDs tied to user and business goals; translate vision into requirements for complex, cross-team releases. • Coordinate delivery across Engineering, Design, Data, Product Marketing, Support, and Risk to ship reliable, impactful solutions on time. • Elevate insight quality by running qualitative and quantitative research with traders; define and maintain source‑of‑truth dashboards for funnels, engagement, and feature adoption. • Establish the metrics that matter and regularly report performance; quantify feature ROI and inform resourcing trade-offs. • Align stakeholders on the roadmap and maintain crisp communication on scope, status, and decisions, driving value for our traders and business alike. • Build for scale and reliability by coordinating releases with usage of feature flags to de-risk changes, and keep performance under load Required Qualifications and Key Competencies • 3 years working on trading experiences as a PM. • 5–8 years in Product Management, minimum of 2 years as PM for retail trading experiences with material ownership of a complex, high‑stakes user journey and experience. • Deep experience in trading platforms: Charting tools, order flow, indicators, DOM, performance stats, and more • Data-driven operator: Comfortable designing experiments and digging into dashboards/SQL to size opportunities and prove ROI. • At ease with scale - Demonstrated ability to deliver releases to high volume products where 0.1% differences have material impact • Execution & coordination: Proven record aligning multiple teams and shipping complex releases without losing the thread on outcomes. • Excellent written & verbal communication with the ability to create structure in ambiguity and drive clear decisions. Company Culture & Perks • Topstep is an engaging working environment which ranges from fully remote to hybrid. We foster a culture of collaboration with cameras on during meetings and a robust Slack environment for communication. • 10 Company paid Holidays and generous Family Leave. Paid time off is accrued monthly. • Competitive 401(k) matching, health, dental, and vision insurance is offered for full time employees • Vacations are encouraged with a bonus for taking 5 consecutive days. Employee referrals are bonused. Topstep offers a food and groceries budget and contributes towards health and wellness. New Hire Base Salary Range • $160,000-$190,000 • Bonus: This position is eligible for a performance-based bonus as provided by the plan terms and governing documents. • The compensation offered will take into account internal compensation structure and may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. Equal Opportunity Employer Topstep is an Equal Opportunity Employer. We are committed to fostering an inclusive environment where all employees and applicants are valued. All qualified candidates will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status, in compliance with applicable federal, state, and local laws. Interested in the role? Apply today with your resume and cover letter! At this time immigration sponsorship is not available for this position (including H-1B, STEM OPT training plans, etc.). #LI-DNI

Lead the development and execution of the integrated experiences roadmap, coordinate cross-team releases, and analyze performance metrics to optimize user engagement. | 5-8 years in Product Management with experience in building multi-device products, data-driven decision making, and operating in regulated environments. | Note: The job is a remote job and is open to candidates in USA. Topstep is an innovative company focused on enhancing trading experiences, and they are seeking a Senior Product Manager to lead their Integrated Experiences domain. In this role, you will be responsible for defining user interactions within the Topstep ecosystem, coordinating cross-team releases, and ensuring impactful solutions are delivered on time. Responsibilities • Own the integrated experiences roadmap: building flexible integrated experiences throughout Topstep’s trading ecosystem, micro & macro experiences, flexible charting, and more • Define clear problem statements and PRDs tied to user and business goals; translate vision into requirements for complex, cross-team releases • Coordinate delivery across Engineering, Design, Data, Product Marketing, Support, and Risk to ship reliable, impactful solutions on time • Elevate insight quality by running qualitative and quantitative research with traders; define and maintain source‑of‑truth dashboards for funnels, engagement, and feature adoption • Establish the metrics that matter and regularly report performance; quantify feature ROI and inform resourcing trade-offs • Align stakeholders on the roadmap and maintain crisp communication on scope, status, and decisions, driving value for our traders and business alike • Build for scale and reliability by coordinating releases with usage of feature flags to de-risk changes, and keep performance under load Skills • 5–8 years in Product Management, with material ownership of a complex, high‑stakes user journey and experience • Experience in building across devices & screens: You've built products that span web interfaces, native mobile experiences, and more • Data-driven operator: Comfortable designing experiments and digging into dashboards/SQL to size opportunities and prove ROI • At ease with scale - Demonstrated ability to deliver releases to high volume products where 0.1% differences have material impact • Execution & coordination: Proven record aligning multiple teams and shipping complex releases without losing the thread on outcomes • Excellent written & verbal communication with the ability to create structure in ambiguity and drive clear decisions • Safety and compliance mindset familiarity with operating constraints in trading or regulated environments; partners effectively with Risk, Compliance, and Legal Benefits • 10 Company paid Holidays and generous Family Leave. • Paid time off is accrued monthly. • Competitive 401(k) matching, health, dental, and vision insurance is offered for full time employees • Vacations are encouraged with a bonus for taking 5 consecutive days. • Employee referrals are bonused. • Topstep offers a food and groceries budget and contributes towards health and wellness. Company Overview • Topstep is a financial organization that enables resource traders to develop and learn in the trading industry. It was founded in 2012, and is headquartered in Chicago, Illinois, USA, with a workforce of 51-200 employees. Its website is https://www.topstep.com.

Provide trader support through various channels, troubleshoot issues, and contribute to knowledge base improvements. | Experience in customer contact roles, strong communication skills, remote work capability, and familiarity with CRM tools. | Summary Our Trader Support Team drives our user satisfaction and is mentioned repeatedly as a reason our users would refer our company to others. As we grow, we want to ensure that we keep this team packed with positive attitudes, user-focused people, and team players. This role will have the opportunity to learn about the financial markets, hone leadership skills, and take ownership of initiatives, all to continue driving the enthusiastic support of our traders. While everyone works remotely, the expectation is that we are in constant communication with each other. The successful candidate will be trader-focused, positive-results-driven, eager to learn new technical skills quickly, and will love working as part of a team. Weekend availability is required for this position. Training takes place during the first three weeks of employment, with required hours from 8:00 a.m. to 5:00 p.m. CST Monday-Friday. After training, must be able to work full-time (5 days/week) — and must be available to work Saturday and/or Sunday as part of your regular schedule. Start times range from 6:00 AM to 5:00 PM. Expected Start Date: January 5, 2026 Key Responsibilities • Own trader interactions from start to resolution through all of our support channels which include; live chat, phone calls, and Discord. • Use technical ability to master trading platforms, internal tools, and proprietary systems. • Maintain in-depth product knowledge through ongoing education. • Skillfully troubleshoot incoming inquiries, determining severity, and escalating to the appropriate team when necessary. • Make every trader interaction complete; using empathy as well as knowledge. • Actively participate in improving Topstep’s trader-focused Learning Center, and our internal knowledge bases. • Contribute to team goals by focusing on cSAT, Quality Assurance, and overall response times. • Educate both existing and potential traders in their understanding of how Topstep works. • Participate in beta testing new features. • Contribute to the overall growth and innovation of the company through idea generation and active participation in collaborative team projects. • Join us in shaping the future of Topstep, where your unique perspective and skills will play a vital role in driving success and satisfaction for our global community of traders. Required Qualifications and Key Competencies • Must be able to work full-time (5 days/week) — must be available to work Saturday and/or Sunday as part of your regular schedule. Start times range from 6:00 AM to 5:00 PM • Access to highspeed internet • Ability to type a minimum of 30 WPM • Bachelor’s degree or comparable professional experience is preferred • Must be able to attend a training for all three weeks from 8:00 a.m. to 5:00 p.m. CST. • Outstanding interaction with traders is your top priority • Reasonable understanding of white-glove care • Minimum of one year experience in a customer contact position • Familiarity with CRM tools • Comfort with remote work and asynchronous tools to communicate • Desire for proactive communication with your colleagues • Strong organizational skills • Both goal- and results-oriented • Ability to handle ambiguity with confidence and ease • Willingness to notice and suggest improvements when necessary. • Actively seeks feedback for continuous improvement Company Culture & Perks • Topstep is an engaging working environment which ranges from fully remote to hybrid. We foster a culture of collaboration with cameras on during meetings and a robust Slack environment for communication. • 10 Company paid Holidays and generous Family Leave. Paid time off is accrued monthly. • Competitive 401(k) matching, health, dental, and vision insurance is offered for full time employees. • Vacations are encouraged with a bonus for taking 5 consecutive days. Employee referrals are bonused. Topstep offers a food and groceries budget and contributes towards health and wellness. New Hire Base Salary Range • $26.44/hr • Bonus: This position is eligible for a performance-based bonus as provided by the plan terms and governing documents. • The compensation offered will take into account internal compensation structure and may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. Equal Opportunity Employer Topstep is an Equal Opportunity Employer. We are committed to fostering an inclusive environment where all employees and applicants are valued. All qualified candidates will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status, in compliance with applicable federal, state, and local laws. Interested in the role? Apply today with your resume and cover letter! At this time immigration sponsorship is not available for this position (including H-1B, STEM OPT training plans, etc.).

Lead brand identity and strategy, manage social content and community engagement, and oversee PR and corporate communications to build Topstep's reputation and thought leadership. | 10+ years marketing experience focused on brand, social media, content, and PR in B2C or fintech, proven success in brand identity evolution, social content strategy, earned media, and team leadership. | Senior Director, Brand & CommunicationThe Senior Director, Brand & Communications will be the steward of Topstep's voice, reputation, and storytelling. This role will lead three interconnected areas: Brand Activation & Strategy: Owning brand identity, positioning, and expression across every touchpoint. Social, Content & Community: Leading organic social strategy, platform-native content, and community engagement. PR & Communications: Building earned media presence, executive communications, thought leadership, and proactive reputation management. This leader will combine strategic vision with hands-on execution, ensuring that every public interaction with Topstep inspires confidence, builds loyalty, and fosters an engaged trading community.Brand Activation & StrategyOwn and evolve Topstep's brand strategy, identity, voice, and tone to resonate with aspiring and active retail traders.Ensure brand consistency across all marketing and product touchpoints, from website and educational content to events and partner activations.Partner with Creative, Product, and Growth teams to integrate brand storytelling into campaigns and launches.Develop brand guidelines and ensure adoption across internal teams and external partners.Social, Content & CommunityLead organic social content strategy and execution across Discord, X, Reddit, LinkedIn, TikTok, Instagram, Facebook, and other key or emerging platforms.Create platform-native storytelling that educates, entertains, and engages traders while reinforcing brand positioning.Own blog content strategy, writing, and publishing cadence.Build and nurture community engagement channels with heavy emphasis on Discord, X, and Reddit, fostering active peer-to-peer learning and advocacy.Collaborate with creative, product, partnerships, and growth teams to amplify launches and campaigns through organic content.PR & CommunicationsDevelop and execute a proactive earned media strategy to increase visibility, credibility, and thought leadership in fintech and trading media.Manage media relationships and secure placements that align with Topstep's mission and growth objectives.Oversee corporate, executive, and crisis communications to maintain a consistent, trusted public narrative.Partner with leadership on speaking opportunities, awards, and industry presenceRequired Qualifications and Key Competencies10+ years of progressive marketing experience with a focus on brand, social media, content, and PR/communications, ideally within a B2C, fintech, or high-growth brand.Proven success shaping and evolving brand identity, voice, tone, and perception in a high-growth B2C or fintech environment.Expertise in social content strategy and community building, particularly on Discord, X, Reddit, LinkedIn, TikTok, Instagram, and Facebook.Strong track record of securing impactful earned media coverage and managing corporate communications or corporate communication teams.Exceptional writing skills with the ability to craft compelling narratives for diverse audiences.Experience leading multidisciplinary creative and content teams.Comfortable operating at both strategic and tactical levels in a fast-paced, entrepreneurial environment.Company Culture & PerksTopstep is an engaging working environment which ranges from fully remote to hybrid. We foster a culture of collaboration with cameras-on during meetings and a robust Slack environment for communication.Nine (9) Company-paid Holidays and generous Family Leave. Paid time off is accrued monthly.Competitive 401(k) matching, health, dental, and vision insurance is offered for full time employeesVacations are encouraged with a bonus for taking 5 consecutive days. Employee referrals are bonused. Topstep offers a food and groceries budget and contributes towards health and wellness.New Hire Base Salary Range$240,000 - $280,000Bonus: This position is eligible for a performance-based bonus as provided by the plan terms and governing documents.The compensation offered will take into account internal compensation structure and may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors.Equal Opportunity EmployerTopstep is an Equal Opportunity Employer. We are committed to fostering an inclusive environment where all employees and applicants are valued. All qualified candidates will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status, in compliance with applicable federal, state, and local laws.

Lead brand identity and strategy, social content and community engagement, and PR and corporate communications to build Topstep's reputation and community. | 10+ years marketing experience with brand, social media, content, and PR in B2C or fintech, expertise in social platforms including Discord and Reddit, strong writing and leadership skills. | Senior Director, Brand & CommunicationThe Senior Director, Brand & Communications will be the steward of Topstep's voice, reputation, and storytelling. This role will lead three interconnected areas: Brand Activation & Strategy: Owning brand identity, positioning, and expression across every touchpoint. Social, Content & Community: Leading organic social strategy, platform-native content, and community engagement. PR & Communications: Building earned media presence, executive communications, thought leadership, and proactive reputation management. This leader will combine strategic vision with hands-on execution, ensuring that every public interaction with Topstep inspires confidence, builds loyalty, and fosters an engaged trading community. Brand Activation & StrategyOwn and evolve Topstep's brand strategy, identity, voice, and tone to resonate with aspiring and active retail traders. Ensure brand consistency across all marketing and product touchpoints, from website and educational content to events and partner activations. Partner with Creative, Product, and Growth teams to integrate brand storytelling into campaigns and launches. Develop brand guidelines and ensure adoption across internal teams and external partners. Social, Content & CommunityLead organic social content strategy and execution across Discord, X, Reddit, LinkedIn, TikTok, Instagram, Facebook, and other key or emerging platforms. Create platform-native storytelling that educates, entertains, and engages traders while reinforcing brand positioning. Own blog content strategy, writing, and publishing cadence. Build and nurture community engagement channels with heavy emphasis on Discord, X, and Reddit, fostering active peer-to-peer learning and advocacy. Collaborate with creative, product, partnerships, and growth teams to amplify launches and campaigns through organic content. PR & CommunicationsDevelop and execute a proactive earned media strategy to increase visibility, credibility, and thought leadership in fintech and trading media. Manage media relationships and secure placements that align with Topstep's mission and growth objectives. Oversee corporate, executive, and crisis communications to maintain a consistent, trusted public narrative. Partner with leadership on speaking opportunities, awards, and industry presence Required Qualifications and Key Competencies10+ years of progressive marketing experience with a focus on brand, social media, content, and PR/communications, ideally within a B2C, fintech, or high-growth brand. Proven success shaping and evolving brand identity, voice, tone, and perception in a high-growth B2C or fintech environment. Expertise in social content strategy and community building, particularly on Discord, X, Reddit, LinkedIn, TikTok, Instagram, and Facebook. Strong track record of securing impactful earned media coverage and managing corporate communications or corporate communication teams. Exceptional writing skills with the ability to craft compelling narratives for diverse audiences. Experience leading multidisciplinary creative and content teams. Comfortable operating at both strategic and tactical levels in a fast-paced, entrepreneurial environment. Company Culture & PerksTopstep is an engaging working environment which ranges from fully remote to hybrid. We foster a culture of collaboration with cameras-on during meetings and a robust Slack environment for communication. Nine (9) Company-paid Holidays and generous Family Leave. Paid time off is accrued monthly. Competitive 401(k) matching, health, dental, and vision insurance is offered for full time employees Vacations are encouraged with a bonus for taking 5 consecutive days. Employee referrals are bonused. Topstep offers a food and groceries budget and contributes towards health and wellness. New Hire Base Salary Range$240,000 - $280,000 Bonus: This position is eligible for a performance-based bonus as provided by the plan terms and governing documents. The compensation offered will take into account internal compensation structure and may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. Equal Opportunity EmployerTopstep is an Equal Opportunity Employer. We are committed to fostering an inclusive environment where all employees and applicants are valued. All qualified candidates will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status, in compliance with applicable federal, state, and local laws.