Customer Success Lead

Company Profile:

MProfit is a rapidly growing wealth-tech company reshaping how Indians view and track their wealth.

Backed by Rainmatter (by Zerodha) and other distinguished investors, MProfit equips investors and wealth professionals with cutting-edge solutions that offer a clear, consolidated view of their financial assets, enabling better insights and decision-making.

As a robust, data-driven platform, MProfit is trusted by HNIs, UHNIs, and Family Offices to track and analyse diverse, multi-asset investment portfolios. Our proprietary integrations with 1200+ institutions elevate data aggregation to a new standard of precision and automation.

Today, MProfit is a leader in India's wealth-tech ecosystem, with customers in 300+ cities collectively tracking 1.5 lakh+ portfolios. As we continue to expand our dynamic team, we remain committed to launching new products, pioneering innovations, and redefining wealth tracking for modern India.

Position Overview:

We are looking for a highly driven and experienced Customer Success Lead – Non-Voice (Email Support) to lead our customer support operations and deliver an exceptional customer experience. This role combines hands-on customer support expertise with team leadership responsibilities. You will manage a team of 4–5 Customer Success Executives, oversee customer communication through email and ticketing platforms, and ensure timely resolution of customer queries related to portfolio tracking, investment data, integrations, and platform functionality. The ideal candidate should possess a strong understanding of financial markets, investment products, and SaaS platforms, as well as excellent written communication, analytical thinking, and leadership skills. We are looking for a self-starter who can contribute from day one, work independently with minimal supervision, and take complete ownership of the customer support function.

Key Responsibilities:

1. Team Leadership & Support Operations Management:

• Lead, mentor, and manage a team of 4–5 Customer Success Executives (Non-Voice Email Support).
• Drive team productivity, service quality, SLA adherence, and customer satisfaction metrics.
• Monitor ticket queues, workload distribution, escalations, and resolution timelines.
• Conduct regular performance reviews, coaching sessions, and feedback discussions to improve team effectiveness.
• Establish best practices for customer communication, issue resolution, and support processes.
• Take complete ownership of customer support coordination and day-to-day support operations.
• Ensure effective resource planning, workload management, and timely resolution of customer issues.

2. Customer Query Resolution & Ticket Management:

• Manage customer support tickets end-to-end through email and helpdesk platforms.
• Investigate, troubleshoot, and resolve customer issues related to portfolio tracking, imports, reconciliations, integrations, reports, and product functionality.
• Ensure adherence to defined SLAs, response quality standards, and customer satisfaction goals.
• Prioritise and manage multiple customer conversations simultaneously while maintaining accuracy and attention to detail.
• Handle critical customer escalations and drive timely resolutions.
• Maintain ownership of customer issues until they are successfully closed.

3. Quality Assurance, Audits & Coaching:

• Conduct regular audits of customer support emails, tickets, and calls in accordance with the organisation's quality audit framework.
• Review customer interactions to ensure adherence to communication standards, product knowledge requirements, SLA commitments, and customer experience benchmarks.
• Track quality metrics and identify recurring gaps, trends, and opportunities for improvement across the team.
• Provide structured feedback, coaching, and training recommendations based on audit findings.
• Ensure consistent compliance with support processes, quality standards, and customer communication guidelines.
• Partner with relevant stakeholders to implement corrective and preventive actions based on audit observations.

4. Financial Data & Investment Product Support:

Assist customers with queries related to:

• Equities (Stocks)
• Mutual Funds
• PMS
• AIFs
• Bonds & Fixed Income Instruments
• ETFs
• Alternative Investments

Responsibilities include:

• Analysing portfolio data, transactions, holdings, and reports to identify root causes of customer issues.
• Assisting customers in understanding platform outputs, reports, performance calculations, and investment-related data.
• Providing consultative guidance on data interpretation and portfolio reporting.

5. Customer Success & Relationship Management:

• Deliver a high-quality customer experience through professional, accurate, and empathetic written communication.
• Build trust and credibility by acting as a knowledgeable advisor to customers.
• Proactively identify opportunities to improve customer adoption and platform utilisation.
• Gather and document customer feedback, feature requests, and recurring pain points.
• Ensure consistent communication and follow-up throughout the customer lifecycle.

6. Cross-Functional Collaboration:

• Work closely with Product, Engineering, Data Operations, Onboarding, and Customer Success teams to resolve customer issues efficiently.
• Coordinate with stakeholders to ensure smooth handling of escalations and customer concerns.
• Communicate customer insights, recurring trends, and improvement opportunities to internal teams.
• Participate in initiatives to enhance customer experience and operational efficiency.

7. Process Improvement & Operational Excellence:

• Take ownership of continuously improving customer support processes, workflows, and operational efficiency.
• Identify process gaps, bottlenecks, recurring customer issues, and inefficiencies across the support function.
• Analyse support metrics, ticket trends, audit findings, customer feedback, and escalation patterns to drive improvements.
• Design and implement scalable solutions that improve response times, resolution quality, customer satisfaction, and team productivity.
• Develop, standardise, and maintain SOPs, workflows, quality guidelines, and best practices across the support team.
• Drive automation and process optimisation initiatives to reduce manual effort and improve operational effectiveness.
• Partner with Product, Engineering, Data Operations, and Customer Success teams to implement long-term solutions for recurring issues.
• Track the impact of process improvement initiatives and establish measurable outcomes to ensure continuous enhancement of support operations.
• Foster a culture of continuous improvement, accountability, and operational excellence within the team.

8. Knowledge Management & Documentation:

• Create and maintain internal knowledge resources, SOPs, troubleshooting guides, and training documentation.
• Ensure knowledge repositories remain up to date with product enhancements, process changes, and resolutions of recurring issues.
• Contribute to onboarding and training initiatives for new team members.
• Promote knowledge sharing and best practices across the Customer Success team.

Desired Candidate

• ProfileBachelor's degree in Finance, Commerce, Business, Economics, or a related field.
• 4-6 years of experience in Customer Success, Customer Support, Client Servicing, Operations, or related roles.
• Prior experience leading or mentoring customer support or customer success teams.
• Strong understanding of financial markets and investment products, including Stocks, Mutual Funds, PMS, AIFs, Bonds, ETFs, and other wealth management products.
• Excellent written communication skills with strong grammar and business email etiquette.
• Strong analytical and problem-solving abilities.
• Ability to investigate customer issues, identify root causes, and communicate solutions effectively.
• Experience working with SaaS products and technology platforms.
• Proficiency in helpdesk and ticketing tools such as Freshdesk, Zendesk, Zoho Desk, or similar platforms.
• Strong attention to detail and ability to work with financial data.

Key Leadership Traits

• Self-starter who can quickly understand processes and contribute from day one.
• Self-learner with the ability to independently acquire product, process, and domain knowledge.
• Ability to work with minimal supervision while maintaining high accountability.
• Strong ownership mindset with the capability to independently manage and improve support operations.
• Comfortable making decisions, driving initiatives, and resolving challenges proactively.
• Strong focus on quality, process discipline, and continuous improvement.
• Ability to identify operational inefficiencies and implement sustainable solutions.
• Data-driven mindset with the ability to analyse support metrics, audit findings, and customer feedback to drive decisions.
• Demonstrated ability to build processes, improve team performance, and scale customer support operations.
• Excellent stakeholder management, leadership, and team coordination skills.

Preferred Qualifications

• Prior experience in fintech, wealth-tech, broking, investment advisory, mutual fund, PMS, AIF, or financial services organisations.
• Familiarity with portfolio management, capital markets, and investment operations.
• Exposure to customer support metrics, SLAs, CSAT, quality audits, and process improvement initiatives.
• Experience managing customer escalations and leading support teams in a fast-paced SaaS environment.