Client Onboarding Specialist

About Marketfeed (YC S21)
marketfeed is a Y Combinator-funded fintech startup founded by
Sharique Samsudheen
and
Sooraj E
in 2020.

We offer an
automated trading platform
that helps users earn returns through sophisticated
options trading strategies
. By connecting their broker's account, users can automate expert-developed strategies — enabling them to trade profitably without constant monitoring.

With a
community of 1.5M+ followers
and
200K+ app users
, we've experienced
20% MoM growth
over the past year, and users have collectively invested over
₹300 crores
using marketfeed.

Backed by a talented team of 50+, we're on a mission to
democratize trading
and make it
profitable for everyone
, no matter their level of experience.

About The Role
We're looking for
Onboarding Specialists
who can help new users smoothly get started with marketfeed's
Trade Automation platform
, ensuring every user experiences a confident, seamless start to their trading journey.

This is
not a traditional sales role
— your focus will be on
helping the right users succeed
, not pushing uninterested ones.

If a user is confused, your job is to bring them
clarity
, not persuasion.

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.