Senior Customer Support Specialist

About the team & role

Senior Customer Support Specialist

What you’ll 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 1-4 years of proven work experience as a Customer Support Associate or a similar role

A natural communicator-

• A team player-

• Empathetic-

• Proactive-

• A drive to learn-

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

About smallcase

smallcase has been focused on offering innovative investing experiences & technology. Our platforms are used by over 300 of India's largest financial brands and most respected institutions. We are backed by world-class investors including top-tier funds, institutions and operators from the capital markets space who believe in our mission of enabling better financial futures for every Indian.

Life at smallcase

We are not just building a business, we are making a long-lasting impact both in the wealth & assets landscape with our unique technology & expanding ecosystem. Over the last 9 years, our team, products, and platforms have grown and so have our ambitions.

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