Client Experience Executive

Markup Club is a SEBI-registered Research Analyst firm offering Model Portfolios and Bespoke trading strategies to subscribers who execute recommendations through their own connected broking accounts. This role exists to make sure every subscriber, especially a first-time one, actually has a smooth experience getting their portfolio live, executing their first rebalance, and getting unstuck when something on the platform confuses them.

This role owns proactive onboarding for every new subscriber, following up shortly after activation to guide them through accepting their first portfolio or pushing their first rebalance, rather than waiting for them to get stuck and write in. The goal is a smooth first experience, since this is often where a new subscriber's confidence in the platform is won or lost.

This role also owns first-line resolution of subscriber support queries received through email and the Zoho Desk ticketing system, covering payment and activation questions, rebalance and execution confusion, dashboard queries, and subscription or billing matters. Every reply should be accurate, warm, and written in a professional, clear tone, within the committed first-response timeline.

Ticket volume is modest on most days but spikes meaningfully around scheduled rebalances, particularly for Bespoke strategies, so this role needs to handle a quiet day and a high-volume day equally well without either one suffering. Where a query turns out to be a genuine platform issue rather than a misunderstanding, this role coordinates with the technical team to get a root cause and follows up until it is resolved.

A meaningful part of this role is proactive, not reactive. When a pattern of similar queries emerges across subscribers, the expectation is to recognise it, flag it, and either draft or update a knowledge base article covering it.

This role also involves occasional subscriber calls where a written reply will not resolve the concern, particularly for a confused first-time subscriber, a rebalance gone wrong, or an escalation, and is expected to de-escalate calmly and represent Markup Club's tone and values on those calls.

Requirements

As a mandatory requirement under SEBI regulations for Research Analyst firms, the selected candidate will be required to clear the NISM-Series-XXV-A: Persons Associated with Research Services (Sales and Other Non-Core Services) Certification Examination before joining. Candidates should also be comfortable working on-site in Pune and be able to demonstrate strong written communication and problem-solving skills through a practical screening assignment as part of the hiring process. Familiarity with a ticketing system such as Zoho Desk, or the willingness to learn it quickly, is expected.

Prior trading or broking industry background is a good to have, not a requirement. What matters most is excellent written English, patience with non-technical users, comfort on the phone, and the willingness to genuinely learn how the platform, brokers, and rebalancing mechanics work well enough to explain them simply. A basic understanding of SEBI regulations around Research Analysts, particularly around what language can and cannot be used regarding automated execution and investment advice, will be built on the job.

Benefits

CTC in the range of ₹3,00,000 to ₹4,80,000 per annum, based on communication skills and demonstrated aptitude, with room to grow as the role's scope and the subscriber base expand.

Health insurance reimbursement of up to ₹5,000 per annum, for a minimum coverage of ₹5 lakhs.

A company-wide performance bonus tied to overall business profitability. Each year, 7.5 percent of the profit pool is set aside as an employee fund and distributed among all team members in April, based on the number of days worked during that financial year.

This is an opportunity to work directly with the founder in a growing SEBI-registered research and advisory business, with genuine ownership over the subscriber experience and the knowledge base from day one, rather than a narrowly scripted support role.