Senior Client Support Specialist - Digital Asset & Derivatives (Crypto)

Colonial Group; Toronto; Hybrid; CAD 52,000 - 55,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Hybrid work model

Career growth opportunities

Community involvement

Diversity & inclusion

Job summary

Questrade seeks a Senior Client Support Specialist for Digital Asset & Derivatives (Crypto) to own complex client journeys. You will resolve advanced crypto inquiries, oversee trade issues, and ensure rapid resolution in a high-volume fintech environment.

You will work in a hybrid Calgary/Toronto-adjacent setting, coordinating with custody and liquidity providers while advancing risk controls and process improvements.

Qualifications

• 1–2 years in a regulated crypto exchange or fintech ops role.
• Post-secondary degree in Finance, Economics, CS, IT, or related field.
• Strong grasp of digital asset markets, derivatives mechanics and event contracts.
• Solid knowledge of on-chain fundamentals across Layer 1/2 ecosystems.
• Comfort with institutional dashboards and custody/reports.

Responsibilities

• Act as high-tier point of contact for complex crypto inquiries and ensure FCR.
• Investigate and resolve trade execution issues for digital assets and derivatives.
• Manage asset settlement across exchange custody and international sub-custody.
• Use on-chain data to diagnose network issues and support fiat integration.
• Contribute to risk controls, runbooks and platform scalability.

Skills

Crypto trading knowledge

Derivatives understanding

On-chain fundamentals

SaaS dashboards familiarity

High attention to detail

Education

Finance/ Economics/ CS degree

Tools

OEMS trade routing logs

Custody reporting software

Omnichannel ticketing systems

Job description

What's in it for you as an employee of QFG?

• Health & wellbeing resources and programs

• Paid vacation, personal, and sick days for work-life balance

• Competitive compensation and benefits packages

• Work-life balance in a hybrid environment with at least 3 days in office

• Career growth and development opportunities

• Opportunities to contribute to community causes

• Work with diverse team members in an inclusive and collaborative environment

We're looking for our next Senior Client Support Specialist - Digital Asset & Derivatives (Crypto). Could It Be You?

The Senior Client Support Specialist - Digital Asset & Derivatives (Crypto) is a high-tier subject matter expert dedicated to achieving First Contact Resolution (FCR) for specialized, complex digital asset trading, leveraged derivatives, and blockchain infrastructure inquiries. By adopting the "You touch it, you own it" mantra, this role eliminates siloed support, empowering the specialist to completely own the client journey across spot markets, derivatives pipelines, multi-bank fiat routing, and integrated venue custody.

As Questrade scales its product ecosystem, this position serves as the ultimate technical authority for advanced market instruments—bridging the gap between our internal core ledger, decentralized oracle networks, and global institutional liquidity providers.

Need more details? Keep reading…

In this role, responsibilities include but are not limited to:

• Client Ownership & Technical Support: Serving as the primary, high-tier point of contact for complex digital asset trading inquiries, dedicated to achieving First Contact Resolution (FCR) and acting as the specialized owner of the client journey.

• Trade Execution & Derivative Operations: Investigating and resolving trade execution issues for digital assets, leveraged derivatives, and event-driven contracts, ensuring efficient execution, resolving margin maintenance anomalies, and managing complex pricing variances.

• Asset Custody, Settlement & Reconciliation: Managing complex asset settlement across integrated exchange custody and international sub-custody vaults, while reconciling portfolio discrepancies between internal core bookkeeping ledgers and third-party execution reports.

• On-Chain Forensics & Fiat Integration: Utilizing blockchain data and ledger forensics to diagnose network congestion and staking mechanics across Layer 1 and 2 networks, while troubleshooting API-driven fiat funding methods and instant token networks.

• Risk, Compliance, & Process Optimization: Investigating transaction anomalies and account flags using KYC/AML monitoring tools, while proactively contributing to the evolution of internal runbooks, risk controls, and platform scaling.

So are YOU our next Senior Client Support Specialist - Digital Asset & Derivatives (Crypto)? You are if you…

• Have minimum 1-2 years of related work experience in a regulated crypto exchange, derivatives trading desk, prediction market platform, or high-volume fintech customer operations role.

• Have a post-secondary degree or diploma in Finance, Economics, Computer Science, Information Technology, or a related field.

• Have a deep functional understanding of digital asset market micro-structures (order-book depth, spreads, market-maker dynamics). Must possess a strong conceptual grasp of derivative mechanics (leverage, margin ratios, liquidation price formulas) and event contract principles (oracle consensus, binary options, settlement rules).

• Have a solid understanding of on-chain fundamentals (public/private keys, wallet derivation paths, transaction hashes, confirmations) across Layer 1 and Layer 2 ecosystems.

• Are comfortable navigating institutional financial SaaS dashboards, including OEMS trade routing logs, custody reporting software, and modern omnichannel ticketing environments.

• Have extreme attention to detail, high emotional intelligence and composure when handling client fund anxieties, and a solution-focused mindset under fast-moving, high-volatility market conditions.

Additional kudos if you…

• Have active professional designations demonstrating digital asset or financial literacy. Highly valued credentials include technical crypto certifications (e.g., Certified Bitcoin Professional - CBP, Chainalysis Academy - CCFC, or DACFP), alongside traditional Canadian financial industry proficiencies (such as the CSC or the modernized CIRE framework).

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.

Compensation Information:

• Base salary range: $52,000 - $55,000

• 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.