Client Onboarding Specialist

About Marketfeed (YC S21)

Sharique Samsudheen

Sooraj E

automated trading platform

options trading strategies

community of 1.5M+ followers

200K+ app users

20% MoM growth

₹300 crores

democratize trading

profitable for everyone

About The Role

Onboarding Specialists

Trade Automation platform

not a traditional sales role

helping the right users succeed

clarity

What You’ll Do

• Assist new users: Guide users through the complete onboarding journey — from broker account opening and linking to activation — by following structured SOPs.
• Clarify confusion: Help users understand how our platform works and whether it fits their needs, using simple explanations and relatable examples.
• Follow up diligently: Manage multiple user conversations with timely follow-ups and clean documentation — no user should be left hanging.
• Resolve blockers: Identify and fix basic user issues yourself and escalate complex cases to the right teams when needed.
• Spot patterns: Recognize recurring problems or user confusions and share insights with the team for process improvement.
• Collaborate cross-functionally: Work closely with product, tech, and operations teams to ensure a smooth and fast user experience.
• Handle complex cases (for senior roles): Take ownership of escalations and tricky onboarding situations with maturity and problem-solving.
• Coach and support (for senior roles): Guide and review junior teammates to raise the team’s overall quality and efficiency.
• Continuously improve: Track onboarding metrics, suggest better processes, and ensure every user gets clarity and confidence at every step.
  

What You’ll Need

• 0–5 years of experience in client onboarding, customer success, or account management.
• Strong communication skills — clear, patient, and empathetic in both verbal and written form.
• A basic understanding of the stock market (Equity and FnO) — and eagerness to learn more if you’re new.
• Process discipline — consistent follow-ups, documentation, and SOP adherence.
• Empathy and patience — users should feel supported, not sold to.
• For senior candidates: Ability to handle escalations independently, coach junior teammates, and contribute to improving onboarding processes.
  

You’ll Be a Great Fit If You

• Stay calm, structured, and composed even under pressure or when handling multiple users.
• Take ownership — you don’t need to be reminded to follow up or close loops.
• Think logically and spot root causes behind user problems.
• Enjoy helping people understand complex topics clearly.
• Believe that clarity and empathy can transform user experience.
  

What’s In It For You

• Flexible work environment with hybrid setup and generous leave policy.
• Comprehensive health insurance covering free health check-ups, unlimited doctor consultations, and dental care.
• Competitive pay, annual retreats, and a dog-friendly office.
• Be part of a fast-growing fintech where your work directly impacts thousands of traders every day.