Lead, Digital Asset & Derivatives Support

Questrade Financial Group

Toronto

Hybrid

CAD 70,000 - 100,000

Full time

14 days+

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Benefits offered by this job

Health & wellbeing resources

Vacation, personal, and sick days

Competitive compensation packages

Hybrid work with 3 days in office

Career growth opportunities

Community involvement

Job summary

Questrade Financial Group is seeking a Supervisor, Digital Asset & Derivatives Support to lead the advanced Trade Pod and elevate FCR and CSAT.

You will mentor specialists, manage escalations, and drive upskilling while collaborating with Risk/Compliance, Product Engineering, and Trade Desk. This role operates in a 24/7 environment across crypto, futures, forex, and CFDs, with a commitment to an inclusive hybrid workplace.

Qualifications

Minimum 2+ years of experience in a regulated digital asset exchange, derivatives trading desk, institutional market-making firm, or advanced fintech environment.
Post-secondary degree or diploma in Finance, Economics, Computer Science, Business Administration, or a related field.
Deep operational understanding of advanced market mechanics, including leveraged futures, prediction markets/event contracts, OEMS routing architectures, and dual-fiat banking network integrations.
Comprehensive grasp of on-chain operations across major Layer 1 and Layer 2 ecosystems.
Exceptional leadership, delegation, and cross-functional communication skills; emotional intelligence to maintain team morale during high-velocity events.

Responsibilities

Pod Leadership & Workforce Strategy: Managing and coordinating the daily work of support specialists, including scheduling, capacity planning, and SLA adherence.
Technical Mentorship & Career Development: Serving as the primary operational mentor, executing training modules and QA audits to transition specialists into technical digital asset authorities.
Performance Management & Coaching: Tracking, analyzing, and reporting on FCR/CSAT while providing tactical coaching.
Escalation & Incident Management: Acting as final point of resolution for highly sensitive issues to protect liquidity.
Procedural Evolution & Documentation: Optimizing runbooks and incident protocols based on market dynamics.
Operational Oversight & Dashboarding: Creating real-time dashboards for team insights; reporting to management.
Strategic Collaboration & Reporting: Working with Trade Desk, Risk/Compliance, Product Engineering; providing telemetry to leadership.
AI Integration & Workflow Optimization: Mentoring the team in using enterprise AI tools to improve efficiency.