Profile: Customer Support Associate (Remote)
Pan India: Work from home job
About the job
At smallcase, our mission is to change how India invests. We develop delightful, simple & transparent investment products and experiences for individuals to invest in stocks & ETFs. Over 3 million investors use our apps and products on a monthly basis.
In the last 5 years, we have orchestrated a fast-growing ecosystem of 300+ large, fast-growing and ambitious brands in the capital markets ecosystem by building a unique technology platform & API layer. We are a young, innovative team of 350+ headquartered in Bangalore, yet operate in a remote-first way.
Smallcase is backed by world-class investors, including funds like Sequoia Capital, Blume Ventures, Faering Capital, Premji Invest, institutions like Amazon, HDFC Bank and notable individuals including Hemendra Kothari (DSP), Nithin Kamath (Zerodha), Kunal Shah (CRED), Tanmay Bhat.
Responsibilities include
- 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
- Ideally someone with 0-2 years of proven work experience as a Customer Support Associate or a similar role
- 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 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(s):
- Prior experience in customer support
- Familiarity with stock markets & investment products is a huge plus
- Prior experience at a growth stage FinTech company
Culture at small case
We are not just building a business – we are making a long-lasting impact both in the wealth & assets landscape with our unique technology & expanding ecosystem. Over the last 6 years – our team, products, and platforms have grown – and so have our ambitions.
Innovation remains at the heart of what we do. Our other core values are transparency, integrity & long-term thinking. Our key asset has always been our people, and we empower individuals to build and do some of their best work in their lifetimes at smallcase. Flexibility, ownership and constant feedback loops are some of the ways we keep evolving the working environment, and that reflects in one of the highest employee NPS scores in the industry.