Customer Success Specialist

TurboTrade.ai is an algorithmic trading platform built for retail traders, from EquityPulse Tech, a
SEBI-registered Research Analyst (INH000028565). We help individual traders run systematic
strategies, automated execution and disciplined risk management directly through their own
broker accounts.
What You'll Do
• Onboard new retail clients, including account setup and broker connection
• Be the first point of contact for client queries over calls, email and chat
• Troubleshoot client issues, resolve what you can and escalate the rest through defined SOPs
• Monitor platform and client issues during market hours, and flag critical problems immediately
• Track tickets, turnaround times and resolution status, and keep onboarding records accurate
• Prepare daily and weekly MIS reports on operations and support metrics
• Spot recurring issues and work with Tech and Product to fix them at the root
• Keep clients informed during product updates, platform changes and market events
• Handle platform and service queries, and redirect investment, strategy or research questions to
our Certified Research Analysts
What We're Looking For
• 1–4 years in operations or client support at a broking firm, fintech, trading platform or SaaS
company
• Working knowledge of stock markets and F&O; familiarity with trading platforms or broker APIs
is a plus
• Strong Excel / Google Sheets skills and experience with MIS reporting
• Calm and methodical under pressure, able to prioritise multiple live issues during market hours
• Organised and detail-oriented, with strong ownership and follow-through
• Clear verbal and written communication
• Graduate in any discipline
How You'll Be Measured
Onboarding accuracy and turnaround time, issue-resolution time, escalation quality, MIS accuracy,
client retention and CSAT/NPS.

Work arrangement
No