Associate/Senior- Customer Support

About the team & role

As an Associate/Senior- Customer Support, 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 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:

Experience: 16 years of proven experience as a Customer Support Associate or in a similar role

Prior experience speaking with users in Hindi

Language skills: Prior experience speaking Hindi with users

A natural communicator: You can express your thoughts clearly and effortlessly. No matter how complex the issue, you're able to explain it in simple, easy-to-understand terms.

A team player: You consistently put the team's goals ahead of personal ones and enjoy working collaboratively toward shared outcomes.

Empathetic: You're a good listener who can put yourself in the user's shoes. Everyone who interacts with you should feel assured that the smallcase team is always there to help.

Proactive: You take ownership, tackle challenges head-on, and persist until the best solution is foundalways aiming to deliver a delightful end-user experience.

A strong drive to learn: You're curious, eager to learn new things, and comfortable stepping outside 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

About smallcase

At smallcase, we are changing how India invests. smallcase is a leading provider of investment products & platforms to over 10 million Indians. smallcase was founded in July 2015 by three IIT Kharagpur graduates,Vasanth Kamath, Anugrah Shrivastava and Rohan Gupta.

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.

Innovation remains at the heart of what we do. Our other core values are transparency, integrity & long-term thinking. Our key asset has always been our people, and we empower individuals to build and do some of the best work in their lifetimes at smallcase. Flexibility, ownership and constant feedback loops are some of the ways we keep evolving the working environment.