Customer Experience Analyst

This full-time role supports customers and partners through phone, email, chat, social media, and support portals. It includes KYC processing, issue resolution, customer-base risk analysis, user outreach for market research and growth, product feedback, and collaboration with exchanges and other partners.

Responsibilities

• Engage with customers through calls, email, chat, and social media.
• Understand customer needs and provide appropriate resolutions.
• Process KYC requirements.
• Coordinate with cross-functional teams to resolve issues.
• Analyze the customer base to minimize risks.
• Drive product changes based on customer feedback and field implementations.
• Work with exchanges and other partners.
• Reach out to users for market research and company growth.

Requirements

• 1 to 2 years of experience in a customer satisfaction role.
• Experience with voice and non-voice processes and basic customer service etiquette.
• Willingness to work rotational shifts.
• Ability to self-start, adapt, and continuously develop.
• Ability to follow standardized processes and compliance requirements.
• Strong English and Hindi communication skills.
• Organizational, motivational, and time management skills.
• Prior fintech, stocks, or mutual funds experience is an advantage.

Benefits

• Up to 8 months of maternity leave
• 1 month of paternity leave
• Reimbursement of medical bills for gender reassignment surgery
• PS5, Foosball, and Carrom activities
• Disco nights, offsites, and gift boxes