About 1P Algorithms
1P Algorithms is a fintech and quantitative investing company specializing in AI-driven automated trading systems. Our platform serves retail and institutional investors seeking systematic approaches to financial markets through proprietary algorithms and structured execution strategies.
The Role
We are seeking a highly motivated Client Success & Onboarding Specialist to serve as the primary point of contact for new clients joining the 1P Algorithms platform. This role is critical to client retention and satisfaction --- the ideal candidate combines technical fluency with NinjaTrader, genuine empathy for clients new to algorithmic trading, and strong organizational skills.
This is not generic SaaS support. Clients are activating live automated trading systems, and the guidance you provide has direct, real-world impact on their experience and outcomes.
What Makes This Role Unique
- You'll work directly with retail investors using live algorithmic trading systems
- NinjaTrader is at the core of our platform --- this isn't generic SaaS support
- You'll own the client journey from zero experience to full system activation
- Your feedback directly improves onboarding materials and client outcomes
What You'll Do
Client Onboarding & Activation
- Walk new clients through the complete NinjaTrader 8 onboarding process: download, installation, license activation, broker account connection, and data feed configuration
- Guide clients through importing, activating, and running 1P Algorithms strategies within NinjaTrader
- Ensure each client achieves successful system activation before closing the onboarding workflow
- Conduct follow-up check-ins with clients at defined intervals post-onboarding
Ongoing Client Support
- Manage inbound support requests via Discord, email, and support ticketing systems
- Diagnose and resolve common NinjaTrader issues: connectivity problems, data feed errors, strategy execution issues, and platform configuration questions
- Maintain response time SLAs; communicate proactively when resolution will take longer
- Escalate complex technical or strategy-level issues to the appropriate team member with full context documented
Documentation & Process Improvement
- Maintain clear, up-to-date records of all client interactions and issue resolutions in the CRM
- Identify recurring questions and gaps in existing support materials
- Contribute to the development of onboarding guides, FAQs, video walk-throughs, and knowledge base articles
- Report patterns and client feedback to leadership to drive product and process improvements
What We're Looking For
MUST-HAVE:
- Hands-on experience with NinjaTrader 8 (setup, configuration, broker integration, troubleshooting) --- this is non-negotiable
- Prior experience in customer success, technical support, or client onboarding
- Clear, patient communication --- both written and verbal
- Ability to manage multiple client conversations simultaneously without dropping the ball
STRONG PLUS:
- Familiarity with algorithmic trading, automated strategies, or quantitative investing concepts
- Experience with Discord as a support/community channel
- Background in fintech, trading, SaaS, or online education platforms
- Experience using CRM or support ticketing systems
What We Offer
- 100% remote --- work from anywhere
- Contract-based role with performance incentives tied to client success metrics
- Opportunity to grow with a scaling fintech company
- Collaborative team that values your feedback and improvement ideas