Voice Support

About the Company

A listed financial services company with a market cap of Rs 3,000+ Crs and three decades of experience across Retail Broking, Asset Management (AIF & PMS), Institutional Equities, Investment Banking, Debt Capital Markets, Wealth and Third-party Product Distribution. It has a presence across 140+ cities through 33+ branches and 900+ sub-brokers.

Guided by the credo of creating lasting value for customers, the company is differentiated by its strong, in-depth research framework. It works with a Client First approach across all business segments. As a professionally managed organization, it promotes entrepreneurship and a self-motivated work culture.

Job Title: Voice Support Lead

Job Location: Mumbai (BKC)

Key Responsibilities

• Identify gaps in the current telephony systems across branches, including voice recording.
• Evaluate and implement calling and call recording solutions for retail broking and customer service.
• Handle incoming voice queries, troubleshoot initial technical or operational issues, and provide prompt, accurate resolutions in line with service standards.
• Escalation Management: Identify complex technical or service requests, document details meticulously, and route them to the appropriate second-line support or technical teams.
• Quality Assurance: Ensure all required calls (dealers/traders) are recorded, track common pain points, and give constructive feedback to teams to reduce recurring issues.
• Process Adherence: Follow established communication scripts, compliance guidelines and logging procedures to maintain complete transparency and accountability.

Requirements

• Qualification: Graduate in any discipline.
• Experience: 3-6 years in a voice-based technical support or customer service environment, preferably in financial services, broking or fintech.
• Functional Competency (Problem-Solving): Strong aptitude for diagnosing user issues quickly over a live call and guiding users through step-by-step troubleshooting.
• Behavioral Competency (Communication Skills): Exceptional verbal and written communication, with a neutral accent, active listening and a customer-first attitude.