Customer Experience Associate

Zerodha Fund House
Enabling the Next Generation of Indian Investors
At Zerodha Fund House, we are redefining the mutual funds landscape to create simple, transparent, and cost-effective investment solutions for millions of Indians. Built by the pioneers behind Zerodha Broking Ltd and Case Platforms Ltd, we are on a mission to empower the next 10 crore investors in India to participate in and grow the capital markets.
We are expanding our team and seeking passionate, analytical, and detail-oriented individuals to join us.
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
  

Requirements:

• Ideally someone with 2-3 years of proven work experience as a Customer Support Associate or a similar role
• Familiarity with stock markets & investment products
• A natural communicator- You can communicate your thoughts effortlessly. No matter how complex the matter is, you are able to express it in simple terms.
• A team player- You always put the teams goals ahead of your personal ones in working towards a common goal.
• Empathetic- Youre a good listener who can put yourself in other peoples shoes. People who interact with you should feel assured that the smallcase team is always here to help.
• Proactive- Youre ready to take on whatever comes your way and dont stop until you arrive at the best solution. You want nothing short of a brilliant experience for the end users.
• A drive to learn- Youre always intrigued by learning something new and dont shy away from stepping out of your comfort zone.
  

Good-to-have(s):

• Prior experience at a growth-stage FinTech company
• NISM 5A certification.