Supervisor, Digital Asset & Derivatives Support

Community Trust Company; Canada; Hybrid; CAD 70,000 - 100,000; Full time

Benefits offered by this job

Health & wellbeing resources

Paid vacation and sick days

Hybrid work environment (3 days in-办公室

Career growth opportunities

Community involvement

Job summary

Questrade Financial Group is seeking a Supervisor, Digital Asset & Derivatives Support to lead the 24/7 trade pod, ensure first contact resolution and client satisfaction, and mentor specialists in digital asset operations across crypto, futures, forex, CFDs.

This hybrid role requires 2+ years in regulated environments, Finance/CS background, bilingual English/French; base salary 70–100k CAD with comprehensive benefits; location in Canada.

Qualifications

• Post-secondary degree or diploma in Finance, Economics, CS, Business Administration, or related field.
• 2+ years of industry experience in a regulated digital asset exchange or fintech environment.
• Senior service, team lead, or supervisory experience preferred.

Responsibilities

• Lead daily operations of support specialists, scheduling and SLA adherence.
• Mentor and develop team into digital asset authorities.
• Track and coach based on FCR/CSAT metrics.
• Act as final escalation for highly sensitive issues to protect liquidity and brand.
• Develop runbooks, incident management protocols and documentation.
• Create and maintain real-time dashboards for team insights.
• Collaborate with Trade Desk, Risk/Compliance, and Product Engineering.
• Integrate AI tools to enhance workflows and research.

Skills

Leadership

Mentorship

Communication

Bilingual EN/FR

Problem solving

Regulated asset domain

Education

Bachelor in Finance

CS/Engineering degree

Tools

OEMS routing

Trading desk software

Job description

5700 Yonge St, North York, ON M2M 4K2, Canada

Job Description

Posted Thursday, September 3, 2026 at 4:00 AM

Questrade Financial Group (QFG), through its companies - Questrade, Questbank, Questrade Wealth Management, Community Trust Company, Zolo, and Flexiti, provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more. We use cutting-edge technology to help Canadians become much more financially successful and secure.

At QFG, we combine human-centric collaboration with AI-driven innovation to redefine financial services. The ideal candidate will be a catalyst for change, using AI to transform and deliver unparalleled customer experiences and shaping a future where AI empowers our teams to do their best work.

Join our diverse, inclusive, and hybrid workplace to unleash your creativity and nurture your curiosity without limits. If you share this sense of infinite possibility, come shape your future at QFG.

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

This job posting is for an existing vacancy.

We're looking for our next Supervisor, Digital Asset & Derivatives Support. Could It Be You?

The Supervisor, Digital Asset & Derivatives Support provides dual-impact leadership by steering the advanced Trade Pod toward elite First Contact Resolution (FCR) and Client Satisfaction (CSAT) metrics. This role balances operational oversight with active technical mentoring, ensuring specialists are fully empowered to independently resolve highly complex issues across spot crypto, leveraged futures, forex, CFDs, prediction markets, and alternative event contracts.

Operating within a 24/7/365 digital asset paradigm, the Supervisor acts as the ultimate escalation authority when multi-venue liquidity layers, API-driven fiat rails, or decentralized oracle networks experience execution anomalies. By executing our structured upskilling framework, the Supervisor successfully transitions frontline agents into deeply specialized technical "owners" capable of safeguarding institutional trading volumes and platform integrity.

• Pod Leadership & Workforce Strategy: Managing and coordinating the daily work of support specialists, including scheduling, capacity planning, and ensuring SLA adherence during all market conditions and volatility.
• Technical Mentorship & Career Development: Serving as the primary operational mentor, executing training modules and quality assurance audits to transition specialists into technical digital asset authorities.
• Performance Management & Coaching: Tracking, analyzing, and reporting on key performance metrics (FCR/CSAT) while providing tactical coaching to drive the "You touch it, you own it" philosophy.
• Escalation & Incident Management: Acting as the final point of resolution for highly sensitive issues, including liquidations, pricing variances, and settlement errors to protect brand and liquidity.
• Procedural Evolution & Documentation: Continuously optimizing internal runbooks, incident management protocols, and documentation based on specialist insight and shifting market landscapes.
• Operational Oversight & Dashboarding: Monitoring communication channels and trade queues; leading the creation and maintenance of real-time reporting dashboards for team and agent-level insights.
• Strategic Collaboration & Reporting: Fostering cross-team relationships (Trade Desk, Risk/Compliance, Product Engineering) and providing detailed technical reports and telemetry to management.
• AI Integration & Workflow Optimization: Incorporating and mentoring the team on using enterprise AI tools to enhance blockchain research, streamline daily routines, and optimize administrative efficiency.

So are YOU our next Supervisor, Digital Asset & Derivatives Support? You are if you…

• Have a minimum 2+ years of industry experience within a regulated digital asset exchange, derivatives trading desk, institutional market-making firm, or advanced fintech environment; previous experience in a senior service, team lead, or supervisory role is highly preferred.
• Have a post-secondary degree or diploma in Finance, Economics, Computer Science, Business Administration, or a related field.
• Have a deep operational understanding of advanced market mechanics, including leveraged futures (maintenance margin, liquidation pricing, funding rates), prediction markets/event contracts (binary options, decentralized oracle consensus feeds), OEMS routing architectures, and dual-fiat banking network integrations (CAD virtual accounts and 24/7 USD instant settlement rails).
• Have a comprehensive grasp of on-chain operations (ledger structures, public/private keys, gas fee dynamics, block explorer analytics) across major Layer 1 and Layer 2 ecosystems.
• Have exceptional leadership, delegation, and cross-functional communication skills; proven emotional intelligence and composure required to maintain team morale and protect brand equity during high-velocity market liquidations or systemic platform incidents.
• Have completed the Canadian Securities Course (CSC), Conduct and Practices Handbook (CPH), Derivatives Fundamentals and Options Licensing (DFOL), or alignment with the modernized CIRE (Canadian Investment Regulatory Exam) framework.
• Have active professional designations such as Certified Bitcoin Professional (CBP) , Chainalysis Academy (CCFC) , or DACFP (Certificate in Blockchain and Digital Assets) .
• Are Bilingual - written and verbal fluency in English and French

Compensation Information:

• Base salary range: $70,000 - $100,000
• 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.

At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence - not only for the benefit of our customers, but for those who build their career with us.

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

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

5700 Yonge St, North York, ON M2M 4K2, Canada