Supervisor, Digital Asset & Derivatives Support

Flexiti Financial; Toronto; Hybrid; CAD 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid work environment

Job summary

QFG in Canada is seeking a Supervisor, Digital Asset & Derivatives Support to lead the Trade Pod and drive elite FCR and CSAT. The role balances operational oversight with technical mentoring to empower specialists to resolve complex issues across crypto markets.

You will manage daily work of support agents, ensure SLA adherence, coach staff, and develop real-time dashboards for team insights. The position is hybrid with 3+ days in office and a competitive package.

Qualifications

• Minimum 2+ years in a regulated digital asset exchange, derivatives trading desk, or advanced fintech environment.
• Post-secondary degree or diploma in Finance, Economics, Computer Science, Business Administration, or related field.
• Deep operational understanding of advanced market mechanics including leveraged futures, prediction markets, OEMS routing architectures, and dual-fiat banking network integrations.

Responsibilities

• Lead daily work of support specialists, including scheduling and capacity planning.
• Mentor and train staff; perform QA audits to develop technical asset authorities.
• Track and coach on key metrics (FCR/CSAT) and enforce the you touch it, you own it philosophy.
• Serve as final escalation point for highly sensitive issues to protect platform integrity.
• continuously improve runbooks, incident protocols, and documentation.
• Collaborate with Trade Desk, Risk/Compliance, and Product Engineering; generate detailed reports.

Skills

Leadership

Team leadership

Cross-functional communication

Emotional intelligence

Education

Finance degree

Economics degree

Computer Science degree

Business Administration degree

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

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. Need more details? Keep reading...

• 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?

• 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.

Additional kudos if you…

• 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.

Sounds like you? #LI-Hybrid#LI-TO1