Customer Support Associate

About the team & role

As a Customer Support Associate, you will be the first point of contact for customers, ensuring timely and effective resolution of inquiries, issues, and requests. Your role is critical in delivering a seamless support experience, maintaining customer satisfaction, and building strong relationships. You will utilize problem-solving skills, empathy, and product knowledge to provide solutions that enhance customer engagement and loyalty.

What youll be doing:

• Resolve customer queries on using the product with the help of relevant FAQs, video demos and blog posts across channels
• Work in coordination with the support teams of our partners to ensure quick resolutions
• Document any feedback received from the customers for review by the product team at a later stage
• Label the queries we receive from customers under different tags to understand what drives support traffic
• Identify and resolve pain points for end-users in coordination with the rest of the Customer Experience team.
• Track relevant support metrics and prepare reports for the purpose of quality assessment

What we look for in you:

• Ideally, someone with 1-5 years of proven work experience as a Customer Support Associate or a similar role
• A natural communicator- You can communicate your thoughts effortlessly. No matter how complex the matter is, you are able to express it in simple terms.
• A team player- You always put the team's goals ahead of your personal ones in working towards a common goal.
• Empathetic- Youre a good listener who can put yourself in other peoples shoes. People who interact with you should feel assured that the smallcase team is always here to help.
• Proactive- Youre ready to take on whatever comes your way and dont stop until you arrive at the best solution. You want nothing short of a brilliant experience for the end users.
• A drive to learn- Youre always intrigued by learning something new and don't shy away from stepping out of your comfort zone.

Nice to Have

• Prior experience in customer support
• Familiarity with stock markets & investment products is a huge plus
• Prior experience at a growth-stage FinTech company

Exp.-