Member Experience & Operations Associate

At Turtle, we’re building a human-first financial planning platform that goes beyond dashboards and deductions. We help people make confident money decisions, the kind that affect real lives, not just spreadsheets.

This role is for someone who loves making things work behind the scenes and cares deeply about how people feel in the process. You’ll be managing the experience of high-income professionals, HNIs, and NRIs as they go through their financial planning journey with Turtle. It's a mix of operations, customer experience, relationship management, and personal finance education - all rolled into one.

This is not a back-office role. This is not a telecalling job. This is not customer support for a SaaS tool.

If you’re the kind of person who enjoys structure, cares about people, and likes solving personal finance puzzles, keep reading.

This role reports directly to the founder.

What you’ll work on

• Coordinate and manage client journeys from onboarding to advisor calls to membership renewals
• Schedule calls between clients and advisors, update trackers, and ensure no balls are dropped
• Support clients via chat, email, and phone with empathy, not scripts
• Handle both routine and slightly messy client situations with care and calm
• Collaborate with the team on new, member-first ideas and process improvements
• Review user journeys regularly to identify friction points and improve experience
• Help clients understand their Turtle dashboard, tools, and financial plan in simple language
• Deliver high-touch, high-trust service that clients remember (and talk about)

Who we’re looking for

• 1–3 years of experience in operations, customer success, or a client-facing role at a financial services company
• Some familiarity with personal finance concepts and a genuine interest in learning more
• Excellent communication skills, written and verbal. You should be able to write like a human and talk like a friend
• Highly structured and dependable, you don’t let details slip
• Comfortable managing multiple conversations and tasks in parallel
• Emotionally intelligent you know when to slow down, when to reassure, and when to take charge
• Flexible to work on occasional weekends and US hours, based on client needs
• Looking to grow in the financial planning space long-term

This is not a fit if

• You come from a BPO, SaaS support, or tech troubleshooting background
• You want to work strictly within fixed hours and clear-cut SOPs
• You’ve never worked in or shown interest in personal finance or client-facing work
• You struggle to write professional emails or simplify complex topics in conversations
• You’re only looking for a stable job, not an opportunity to grow and take ownership

A few honest truths

This is a hands-on role. No ivory tower. No hiding behind “other teams.”
You’ll be talking to real people about real financial decisions. You’ll learn a lot about money, behaviour, and building trust. If you’re someone who wants to grow into a senior client-facing role in personal finance, this is a solid foundation.

If you're not the right person for this, think of that finance extrovert friend who loves money, people, and structure and send this to them.

If you still find this interesting, do let me know - One way you think we can improve the member experience at Turtle in the next 60 days

We read every application. Keep it honest. We’ll do the same.

Job Types: Full-time, Permanent

Pay: ₹10,000.00 - ₹25,000.00 per month

Schedule:

• Rotational shift

Application Question(s):

• One way you think we can improve the member experience at Turtle in the next 60 days
• One achievement that you are proud of (personal/professional/financial/anything)

Work Location: Remote

Expected Start Date: 15/07/2025