About Trade WTrade 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 Whats App, 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 Whats App, 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 Essential4+ 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 Whats App, 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, Hub Spot, 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.