Expert in drawdown rules, platform troubleshooting (MT4/5, TradeLocker), and high-pressure trader support. Combining trading knowledge with technical expertise to deliver exceptional support for prop firms and trading platforms.
Customer support professional with proven track record managing large-scale communities in demanding trading platforms, Web3, and blockchain environments. Combines active trading knowledge, multi-platform expertise, and superior communication skills with mastery of ticketing systems and real-time support delivery.
Extensive knowledge of trading mechanics including drawdown rules (trailing, static, lock), daily loss calculations, consistency requirements, rollover dynamics, slippage analysis, and platform-specific troubleshooting across MT4/MT5, TradeLocker, Match-Trader, and cTrader. Experienced supporting traders across forex pairs and cryptocurrency markets.
Understands the pressure traders face during drawdown breaches and provides empathetic, knowledgeable support during high-stress situations. Technical background enables rapid troubleshooting of complex platform issues, wallet integrations, and technical challenges.
Demonstrated success managing 200+ monthly tickets with under 2-minute average response time across Discord and Telegram. Skilled in conflict de-escalation, breaking down complex technical concepts into clear actionable guidance, and creating documentation that reduces repetitive inquiries.
Expertise in LAER objection handling, stakeholder management, and time management for high-impact client interactions
Proficiency in objection handling, ticketing systems, and customer experience enhancement
Deep trading platform knowledge and prop firm expertise mean minimal onboarding time. Can immediately handle drawdown rule queries, consistency violations, platform troubleshooting, slippage issues, and rollover questions.
Within first 30 days, will analyze top support tickets and create/improve documentation to reduce repetitive inquiries about trading rules, platform features, and common trader issues.
Empathetic approach combined with trading expertise improves trader satisfaction and retention rates while reducing negative reviews. Understanding trader pressure during drawdown breaches builds trust.
Can collaborate effectively with compliance, technical, and management teams to improve overall trader experience and identify systemic issues.
Experience working with global trading communities across time zones, comfortable with diverse cultural contexts and communication styles required in international prop firm support.
Understanding of trading mechanics, blockchain technology, and platform architecture allows for deeper support that goes beyond surface-level troubleshooting.