Product Experience Specialist - Options Trading Platform

About Us :

Sensibull is India's first and largest Options Trading Platform. 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.

We are operationally profitable, and looking to build an extremely efficient, dedicated, and smart team to support our Options Trading 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.

Job Description :

- We are looking to hire smart and passionate folks for our customer support team.

- The customer support team takes care of technical account management for all our customers.

- They help troubleshoot and resolve issues that customers might have, and provide assistance as and when required. In this role, you'll be expected to provide technical support in an omnichannel environment and deliver moments of wow to our customers across.

Roles and Responsibilities :

- Supporting customers via different touchpoints including - emails, live chat, social media, and calls.

- Take a customer focussed and ownership driven approach to handle issues reported by the customer and ensure that they are resolved.

- Stay updated on product knowledge and changes in the product. Identify customer needs and help customers use product features. Give product walk-throughs and demos to customers. Build sustainable relationships and trust with customers.

- Diagnosing and troubleshooting problems and identifying solutions to resolve customer issues. Report product and tech issues by replicating reported bugs and issues for the development/product teams to fix them on time.

- Collaborate with appropriate internal teams as required to resolve customer issues and queries, and represent the customer while figuring out solutions and workarounds.

- Receiving critical feedback and feature requests from the customer and relaying the information to relevant teams.

- Document knowledge in the form of FAQs and knowledge base articles.

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

Must Haves :

- Clear, concise and effective written and oral communication skills.

- Empathy towards customers and understanding their needs.

- Eye for detail and ability to comprehend issues.

- Strong analytical skills, fast learner and can grasp product details quickly.

- High sense of ownership.

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

- Flexibility in working in different shifts, is mandatory.

Preferred :

- 1-3 years of work experience in any customer-facing or troubleshooting role.

- Hands-on experience with ticketing software like Freshdesk, Freshchat, etc.

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

Timings: 8 AM - 7 PM, different shift timings of 9 hours.

Working Days: 5 days working with Rostered off.

Salary: Depending on experience

CTC: 4.5 - 8 LPA

Fixed: 4 - 6.5 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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