Customer Experience Associate

Zerodhafundhouse; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Job summary

Zerodha Fund House is expanding its customer experience team in Bengaluru. We seek a passionate, analytical, and detail-oriented individual to resolve queries about our mutual funds using FAQs, demos, and blogs across channels.

You will collaborate with partner support teams to ensure swift resolutions and document feedback for the product team. Ideal candidates are 2–3 years in customer support, familiar with stock markets, with strong communication, empathy, and a proactive mindset to deliver

Qualifications

• 2–3 years of experience as a Customer Support Associate or similar role.
• Familiarity with stock markets and investment products.
• Clear communicator who can simplify complex ideas.
• Team player focused on common goals.
• Empathetic listener who reassures customers.
• Proactive, aiming for the best end-user experience.
• Keen to learn and adapt to new challenges.

Responsibilities

• Resolve customer queries on using the product with FAQs, video demos and blog posts across channels.
• Coordinate with partner support teams to ensure quick resolutions.
• Document customer feedback for product review.
• Label customer queries with tags to understand support traffic drivers.
• Identify and resolve end-user pain points with the CX team.
• Track support metrics and prepare quality reports.

Skills

Customer support

Stock markets knowledge

Communication

Team player

Empathy

Proactivity

Learning mindset

Job description

Zerodha Fund House

Enabling the Next Generation of Indian Investors

At Zerodha Fund House, we are redefining the mutual funds landscape to create simple, transparent, and cost-effective investment solutions for millions of Indians. Built by the pioneers behind Zerodha Broking Ltd and Case Platforms Ltd, we are on a mission to empower the next 10 crore investors in India to participate in and grow the capital markets.

We are expanding our team and seeking passionate, analytical, and detail-oriented individuals to join us.

Responsibilities:

• Resolve customer queries on using the product with the help of relevant FAQs, video demos and blog posts across channels.
• Work in coordination with the support teams of our partners to ensure quick resolutions
• Document any feedback received from the customers for review by the product team at a later stage
• Label the queries we receive from customers under different tags to understand what drives support traffic
• Identify and resolve pain points for end-users in coordination with the rest of the Customer Experience team.
• Track relevant support metrics and prepare reports for the purpose of quality assessment

Requirements:

• Ideally someone with 2-3 years of proven work experience as a Customer Support Associate or a similar role
• Familiarity with stock markets & investment products
• A natural communicator- You can communicate your thoughts effortlessly. No matter how complex the matter is, you are able to express it in simple terms.
• A team player- You always put the team's goals ahead of your personal ones in working towards a common goal.
• Empathetic- You’re a good listener who can put yourself in other people’s shoes. People who interact with you should feel assured that the team is always here to help.
• Proactive- You’re ready to take on whatever comes your way and don’t stop until you arrive at the best solution. You want nothing short of a brilliant experience for the end users.
• A drive to learn- You’re always intrigued by learning something new and don't shy away from stepping out of your comfort zone.

Good-to-have(s):

• Prior experience at a growth-stage FinTech company
• NISM 5A certification.