Customer Experience Specialist, Stock Broking

Job Description:

The Share.Market Customer Experience Operations team is focused on addressing complex and advanced problems that our customers encounter while using our platform.

As part of the Customer Support Specialists ) team, you will move beyond basic query handling to resolve high-stakes issues and manage critical escalations. You will look to understand customer pain points better and improve customer experience by working with internal product, tech, and compliance teams to forge robust, timely solutions. Customer Experience Operations in stockbroking offers a dynamic landscape of varied challenges, given the nature of market volatility and financial transactions. This offers us a significant opportunity to develop deep domain expertise and challenge ourselves as we advance in our careers.

Role Responsibilities:

• Own the Customer Experience: Act with deep integrity and think customer-first in every interaction, particularly when handling complex or sensitive issues.
• Manage High Interaction Tickets (HIT): Take full ownership of and resolve High Interaction Tickets (HIT)—issues requiring multi-touch communication, in-depth investigation, or personalized care.
• Resolve L1 Escalations: Efficiently address and resolve issues escalated by L1 agents, serving as the definitive resolver for complex non-tech inquiries.
• Ensure SLA Adherence: Manage your queue diligently to ensure all customers' tickets are closed within the stipulated Service Level Agreements (SLAs).
• Handle Tech Dependencies: In cases of technical dependencies, escalate promptly to the appropriate product or engineering stakeholder, following up rigorously until resolution is achieved and communicated to the customer.
• Demonstrate Ownership & Rigor: Display exceptional execution rigor and ownership by managing the end-to-end resolution of complex issues, leaving no stone unturned.
• Process Improvement: Recommend process improvements based on root cause analysis of frequent escalations to reduce ticket volume.
• Documentation: Maintain meticulous documentation of escalated cases for reporting and compliance purposes.

Experience, Skills, Qualifications:

• Multilingual Skills: Ability to speak fluently in English and Hindi is essential.
• Communication: Have excellent written and verbal communication skills, with the ability to explain complex financial or market concepts clearly.
• Ownership: Proven ability to take full responsibility for outcomes and drive issues to completion.
• Rigorous Execution: Detail-oriented with strong prioritization and time-management skills to maintain performance in a high-pressure environment.
• Problem Solver: Be an active listener with a strong customer orientation and the ability to adapt/respond to different scenarios.
• Bonus Skills (Preferred): Prior experience in Stockbroking Operations, a strong understanding of financial markets, or experience in a senior Customer Experience role.
• Technical Bonus: Basic knowledge of Excel and/or SQL for data retrieval and analysis is a significant plus.
• Qualifications: Graduation (10+2+3) is mandatory. NISM certifications (e.g., Series VI, VII) are mandatory.