Senior Associate - Customer Success

Responsibilities

• Your Role*
• Handle customer escalations raised through support channels, social media, or internal teams
• Investigate issues by coordinating with operations, product and compliance teams
• Provide clear updates and resolution timelines to customers and internal stakeholders
• Document escalation cases and maintain proper audit trails and case notes
• Assist in preparing basic Root Cause Analysis (RCA) for recurring issues
• Track escalations and maintain daily/weekly reports on resolution status
• Ensure adherence to internal processes, SLAs, and compliance requirements

Requirements

• Qualifiers*
• 1–4 years of experience in Customer Support/ Escalation Management for discount stock broking
• Strong written and verbal communication skills & ability to coordinate with cross-functional teams for resolution

Note

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.