Customer Experience

Product Support Specialist


Bengaluru   |   Full Time



smallcase is building a modern investing ecosystem - better investment products & technology platforms for the Indian capital markets - serving over 1.5M individual investors & India's most trusted & respected financial brands. We are a young, passionate 120+ member team headquartered in Bangalore & are backed by top-tier investors. smallcase has also been recognized in the ecosystem & media as an innovator & change agent. Delivering an excellent customer experience lies at the core of this mission. If you are a people's person who is excited about managing a growing community of users, you are in the right place.

 

 Responsibilities:

• 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're looking for:

• A natural communicator - You can communicate your thoughts effortlessly. No matter how complex the matter is, you are able to articulate and 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 - You’re a good listener who can put yourself in other people’s shoes. People who interact with you     should feel assured that the smallcase team is always here to help. 

• Proactive - You’re ready to take on whatever comes your way and don’t stop until you arrive at the best solution.  You want nothing short of a brilliant experience for the end-users. 

• A drive to learn - You’re always intrigued by learning something new and don't shy away from stepping out of your comfort zone.

 

Good-to-have:

• Prior experience in customer experience or product support

• Familiarity with stock markets & investment products is a huge plus

• Prior experience at a growth stage FinTech company

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