Customer experience specialist, Stock Broking

About the role

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.

What you'll do

• 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
• 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

What you need

• Escalation handling
• Communication
• Customer service
• Root cause analysis
• Class 12

Good to have

• SQL