Client Success & Trading Support Analyst
Location: Miami, Florida (In office)
This position requires authorization to work in the U.S. without the need for employer sponsorship.
About CoinRoutes Inc.
CoinRoutes Inc. is a leading provider of smart-order routing and algorithmic trading tools for crypto-assets, offering clients high-performance trading technology and exceptional customer support. We work with some of the largest crypto funds and trading firms, building lasting relationships through one-on-one interactions, rapid response times, and high-touch client service.
We’re looking for an individual with a finance or trading background, strong technical curiosity, and experience using AI tools to solve problems and work more effectively.
Position Details
The Client Success & Trading Support Analyst will serve as a primary point of contact for technical support and client relationship management. This role combines hands-on troubleshooting, client education, and collaboration with our development team to ensure clients receive responsive service and support tailored to their trading needs.
Responsibilities
Client Interaction & Relationship Management
- Serve as a key contact for clients, responding to inquiries and providing proactive assistance through email, Slack, Telegram, phone, and other channels.
- Establish and maintain strong client relationships, understanding their specific needs and providing personalized support.
- Conduct one-on-one client consultations to demonstrate available order algorithms and parameters and answer questions about platform functionality and trading workflows.
Technical Support & Troubleshooting
- Act as the first line of support for technical issues involving the front-end UI, API connectivity (REST, WebSocket, and FIX), and backend systems.
- Investigate system logs, reproduce reported issues, and prepare clear documentation to support troubleshooting and escalation.
- Track issues through resolution, collaborating with development and other internal teams to validate fixes and keep clients informed.
AI Tools & Technical Collaboration
- Use AI tools such as Claude and ChatGPT to assist with troubleshooting, log analysis, research, and support documentation, reviewing outputs for accuracy and following company policies for handling sensitive information.
- Use GitHub to investigate reported issues, follow relevant code changes, and collaborate with developers on fixes and product improvements.
- Identify opportunities to improve support workflows through AI-assisted analysis, automation, and better internal documentation.
Product Knowledge & Client Education
- Educate clients on CoinRoutes products, algorithmic suites, and trading parameters to help them use the platform effectively.
- Stay informed about cryptocurrency trading, financial markets, and relevant technology developments.
- Assist with quality assurance testing, validate product behavior, and communicate recurring issues and client feedback to internal teams.
Requirements
- 2–4 years of experience in finance, crypto, trading technology, or a related field, with an understanding of trading products such as spot, derivatives, and futures.
- Excellent interpersonal and communication skills, with the ability to deliver high-touch client service and explain technical concepts clearly.
- Technical troubleshooting skills involving APIs, trading connectivity, and system logs.
- Practical experience using AI tools such as Claude and ChatGPT for troubleshooting, research, documentation, or workflow improvements, with the ability to assess and verify their outputs.
- Working familiarity with GitHub, including navigating repositories, following issues and code changes, and understanding basic pull request workflows.
- Strong organizational and multitasking abilities, with attention to detail and the ability to follow structured procedures.
- A proactive approach to problem-solving and a willingness to learn in a fast-moving technology environment.
Preferred Qualifications
- Experience with algorithmic trading desks, trading technology firms, or financial markets.
- Experience using AI coding tools such as Claude Code or OpenAI Codex to prepare and submit pull requests for small fixes, support scripts, or documentation updates through an established engineering review process.
- Basic scripting or coding skills to help reproduce issues, analyze logs, or automate repetitive support tasks.
- Ability to work independently while supporting team objectives and building lasting client relationships.
- Willingness to travel occasionally for client meetings and conferences.
CoinRoutes Inc. is an equal opportunity employer. We’re committed to hiring the best people regardless of race, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, or genetic information.