Website:
tradewill.com
Job details:
About Trade W
Trade W is a leading multi-asset trading platform with over seven years of industry experience, providing global users with secure, convenient, and efficient access to the financial markets. We offer CFD trading across a wide range of asset classes — including forex, cryptocurrencies, stocks, indices, metals, and commodities — through our intuitive app and web platform.
Launched in 2018 as the flagship brand of Tradewill Global LLC, Trade W was built on a customer-first philosophy and a vision to make trading success more accessible. Today, we continue to grow as a trusted platform, committed to empowering traders worldwide with equal opportunities for success.
Role Overview
The User Operations Specialist is responsible for the full post-onboarding client experience — from first deposit through to long-term retention and re-engagement after liquidation. This role owns the client lifecycle, ensuring that every touchpoint — especially in high-emotion moments like margin calls and account blowouts — is handled with precision, empathy, and a clear system designed to bring clients back.
Key Responsibilities
Client Lifecycle Management
- Own the end-to-end client journey from account activation to long-term retention — including first deposit follow-up, trading milestone check-ins, and proactive outreach during periods of inactivity.
- Design and maintain client segmentation frameworks (by deposit size, trading frequency, risk profile, and language) to ensure communications are personalised and relevant.
- Coordinate with the sales team to ensure smooth handoffs between advisor-led conversations and system-driven touchpoints.
- Track client health scores and flag at-risk accounts (declining activity, low margin levels, long inactivity) before they churn.
Post-Liquidation Retention
- Owning the post-liquidation recovery workflow — trigger and manage the 4-stage retention sequence (0-2h, 24h, 72h, Day 7) across WhatsApp, calling system, and in-app private chat.
- Work with advisors to configure personalised Recovery Plans for high-value liquidated clients — setting conservative leverage caps, auto stop-loss parameters, and daily loss limits on the platform.
- Monitor recovery case status in the retention dashboard; escalate unresponsive high-value clients to the relevant sales advisor within 72 hours.
- Analyse post-liquidation re-deposit rates by client segment, loss amount, and advisor, and report findings monthly to the Dubai management team.
Communication & Content Operations
- Draft, schedule, and send client communications across WhatsApp, in-app notifications, and the calling system — including retention messages, re-engagement nudges, and educational content.
- Maintain a library of message templates in English and Hindi for each stage of the client lifecycle (welcome, first trade, post-liquidation, reactivation, incentive delivery).
- Ensure all client-facing content is culturally appropriate for the Indian market — tone, language, timing, and references to local events or market.
- Monitor message response rates and A/B test different messaging approaches to optimise engagement.
Data & Reporting
- Produce weekly retention reports covering: client churn rate, post-liquidation re-deposit rate, average client lifetime, and net deposit per active client.
- Maintain the client activity database — tracking last login, last trade, last deposit, and communication history for each account.
- Identify patterns in client drop-off (e.g. clients who churn after 3 trades, or after a loss exceeding $500) and propose targeted interventions.
- Support KPI calculation for the sales team — pulling net deposit data, trading volume, and retention metrics on a monthly basis.
Requirements
Essential
- 4+ years of experience in user operations, customer success, or client retention within a CFD broker, forex broker, crypto exchange, or fintech platform.
- Deep understanding of the psychology of retail traders — particularly how Indian clients behave after a significant loss, and what drives re-engagement.
- Experience managing high-volume client communications across WhatsApp, email, and in-app channels.
- Strong organisational skills — able to manage multiple active retention cases simultaneously without dropping the ball on timing.
- Data-literate: comfortable tracking KPIs in Excel or Google Sheets, reading dashboards, and turning data into actionable recommendations.
- Fluent in English and Hindi; able to write natural, empathetic client messages in both languages.
Preferred
- Experience with CRM tools or retention management platforms (Salesforce, HubSpot, or brokerage-specific back-office systems).
- Familiarity with CFD mechanics — margin, leverage, liquidation, spread — sufficient to explain these clearly to a confused or distressed client.
- Experience designing or operating automated communication sequences (drip campaigns, triggered messages based on client behaviour).
- Previous exposure to the Indian retail trading market — understanding of trader demographics, regional differences (Tier 1 vs Tier 2/3 cities), and common objections.
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