About Mudrex:
Mudrex is a Y Combinator backed platform, on a mission to democratize investing. Retail investors use Mudrex to easily invest in crypto. Our flagship product, Coin Sets, has seen amazing traction in the markets we have launched.
We are growing rapidly, and to sustain and support this rapid growth we are looking to grow our team. The folks at Mudrex are young and driven to a single purpose - to build a strong self-serving platform that simplifies investing in crypto currency.
Who Are We Looking For
We're looking for a Trader Relationship Manager (Futures + API) who can manage high-value
traders (futures + API) and think beyond individual callshelp us build the TRM function at
scale.
Key Responsibilities
- Trader Engagement & Success (High-Value Portfolio)
- Manage a cohort of high-volume Futures traders (manual + API) with regular call
check-ins.
- Drive success through platform guidance: order flow, leverage/margin basics, SL/TP
usage, liquidation prevention, fee/funding clarity, mark vs LTP awareness.
- Handle complex queries and escalations with strong reasoning and calm
communication.
- Identify risk signals (drop in volume, recurring issues, frustration) and run a retention
plan.
- API Onboarding, Activation & Growth
- Own the onboarding journey for new API traders: lead setup first trade repeat
activity higher volume.
- Support practical debugging: API auth/keys, request validation, rate limits, common
errors, order/trade IDs.
- Coordinate with Product/Tech for API issues and ensure fast closure with clear
follow-ups.
- Create and improve onboarding materials (quick-start, FAQs, common errors, best
practices).
- Team Support & Quality Benchmarks (TRM Scaling)
- Mentor/support other TRMs on:
Futures concepts (margin, liquidation, SL/TP behavior, funding, mark price)
Handling high-stakes conversations
Escalation handling and follow-up discipline
- Set quality benchmarks for call structure, notes, follow-ups, resolution closure, and
trader satisfaction.
- Process Ownership & SOP Building
- Own and improve SOPs across RM workflows:
VIP/high-volume prioritization
Escalation routing
API onboarding flow
Retention playbooks (drawdown/frustration/repeat issues)
Weekly reporting format
- Identify gaps and reduce repeated issues through better processes.
- Think in terms of capacity planning and coverage (portfolio size per RM, segmentation
rules).
- Reactivate Users Post-Liquidation (Win-back)
- Identify users liquidated within their first 10 trades and conduct targeted outreach to
reduce churn and help them re-enter trading safely.
Must-Have Qualifications
- 47 years in relationship management / client success / dealing desk / VIP support
(trading/fintech/crypto preferred)
- Strong understanding of Futures trading concepts and trader behavior
- Comfortable working with high-volume/professional traders over calls
- Working knowledge of API trading flows (REST basics, auth, rate limits, error-handling
mindset)
- Strong ownership and execution discipline (follow-ups, closure, accountability)
- Ability to mentor and think in SOPs/process, not only individual KPIs
- Strong English & Hindi + one regional language
Nice to Have
- Experience supporting algo/API traders, market data workflows, or broker integrations
- Familiarity with CRM/ticketing tools and Jira
- Basic data skills (Excel/SQL/Metabase) to track portfolio health and cohort metrics
- Prior experience building/scaling a customer success/TRM function
