About us :

- Sensibull is India's first and largest Options Trading Platform. We are transforming now to a first-of-its-kind financial advisor marketplace. We are solving what is possibly the most challenging problem in the investment space - how to make a common man investor profitable. Sensibull is funded by and partnered with Zerodha, the largest stockbroker in India. We have tied up with 7 of the top 10 brokers in India, and are adding more.

- Our next bet is on the Expert Advice product - India's largest advisory marketplace. We are looking to build an extremely efficient, dedicated, and smart team to support this platform and create great experiences for our customers. This role offers a great opportunity to learn in a challenging and fast-paced environment and can set you up for success in your career.

Roles and Responsibilities :

- Supporting customers via different touchpoints including - mails, live chat, social media, and calls. Take a customer focussed approach to handle complaints and escalations.

- Collaborate with other departments as required to resolve customer issues and queries. Working with various internal teams to ensure prompt and accurate response management.

- Identify customer needs and help customers use specific features. Give product walk-throughs and demos to customers. Build sustainable relationships and trust with customers.

- Receiving critical feedback and feature requests being calm and relaying the information to relevant teams for immediate action. Analyze and report product malfunctions (for example, by replicating reported bugs and issues).

- Flagging similar issues for the development/product teams to fix them on time.

Demonstrate good time-management skills and the ability to work independently while using resources, policies, and procedures.

- Maintains acceptable performance metrics such as quality, productivity, response time, resolution time, CSAT, and attendance.

- Work with the leadership team to stay updated on product knowledge and be informed of any changes in company policies.

Must Haves :

- Excellent written and oral communication skills.

- Strong analytical skills and very good typing speed.

- High sense of ownership.

- Eye for detail and ability to comprehend issues.

- Fast learner and can grasp product details quickly.

- Empathetic towards customers. Patient by nature and have the ability to handle critical situations with calm and poise.

- Ability to multitask, prioritize, and be a team player.

Preferred :

- Hands-on experience with ticketing software like Freshdesk.

- Experience in Customer Support or similar roles.

- Basic knowledge about the stock markets is a huge plus.

Timings: 8 AM - 9 PM, different shift timings of 9 hours.

Working Days : 5 days working with Rostered off.

Salary : Depending on experience

Fixed : 3.5 - 5 LPA Variable: 18-22% of Fixed

Culture :

Fast-paced, intellectually stimulating, steep learning, and growth. Close-knit, hardworking, supportive colleagues. A flat organization with no hierarchy.

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