We're on the lookout for an Escalation Specialist who loves solving problems, thrives under pressure, and genuinely cares about creating amazing customer experiences. You'll be the go-to person for complex customer cases, the one who steps in when things get tricky and ensures every investor or trader walks away feeling heard, helped, and confident. If you're someone who enjoys connecting the dots between customers and teams, loves digging deep to find answers, and takes pride in getting things right, this role is for you.
Responsibilities
- Own every escalation from trade and fund-related queries to account and KYC issues and see it through to closure.
- Be the bridge between customers and our Operations, Product, Risk, and Tech teams.
- Handle critical situations with empathy, clarity, and urgency, especially during market hours.
- Spot patterns, raise flags, and share insights that help us improve processes and prevent future issues.
- Guide frontline agents with second-level support, feedback, or best practices.
- Keep customers in the loop every step of the way with proactive, transparent updates.
Requirements
- Excellent communication, you listen first, and respond with clarity and empathy.
- A knack for problem-solving and a calm head, even on high-volume days.
- Prior experience in Customer Escalations, Trading Operations, or Fintech Support.
- Familiarity with broking, stock markets, and trading platforms is a huge plus.
- A curious mind and a passion for making customer journeys smoother every day.
- Graduate in Commerce, Finance, Economics, or a related stream.
- Open to rotational shifts, markets don't wait, and neither do our customers!
This job was posted by Divyanshi Manral from Organo Mart.
