Customer Success

Keka Technologies Private Limited; Mumbai; On-site; INR 300,000 - 540,000; Full time

Job summary

Raise Financial Services is seeking a proactive Customer Success professional to handle inquiries, resolve issues, and maintain strong product knowledge. You will interact with customers, log updates in CRM, and collaborate with technical and product teams to enhance the overall experience.

The role emphasizes empathy, ownership, and the ability to thrive in a fast-paced environment with rotational shifts and weekend work. This is an on-site position in Mumbai, India.

Qualifications

• 0–8 years of experience in Customer Service, Customer Success, Broking, Securities, Mutual Fund, Trading, Wealth Insurance, InsurTech, BFSI, or related domains.
• Strong verbal and written communication skills.
• A customer-first mindset with empathy, ownership, and problem-solving ability.
• Ability to thrive in a fast-paced environment and adapt to new challenges.

Responsibilities

• Customer Interaction: Respond to customer queries and concerns promptly and professionally.
• Issue Resolution: Resolve complaints or escalates unresolved issues to appropriate internal teams.
• Product Knowledge: Maintain deep knowledge of the company’s products, services, policies, and procedures.
• Customer Satisfaction: Ensure a positive customer experience and strive for first-contact resolution.
• Documentation: Log interactions and updates accurately in the CRM system.
• Performance Metrics: Meet targets such as response time, resolution time, QA, CSAT.
• Team Collaboration: Work with other departments (technical, product, etc.) to resolve customer issues.
• Feedback Collection: Record customer feedback and suggestions for product/service improvement.

Skills

Customer Service

Communication

Empathy

Adaptability

Job description

Raise is built on this core philosophy - we will bring exceptionally great products, awesome user

experience and best in class customer service to our users. We have started with our first step by

launching an Investment & Trading platform – Dhan (www.dhan.co) in November 2021.

Today, Dhan stands among India's Top 10 stock brokers and continues to be one of the fastest

growing platforms in the industry. Backed by a passionate team of builders, believers, designers, and

problem-solvers, Raise is creating a trusted ecosystem of financial products that empower millions

of users to make smarter financial decisions. We are driven by innovation, customer obsession, and

a relentless focus on crafting experiences that users love.

As part of our Customer Success team, you will play a key role in delivering seamless support,

resolving customer queries, and building long-term customer trust. Working closely with cross

functional teams, you will contribute to enhancing customer satisfaction, improving processes, and

ensuring an exceptional end-to-end customer experience. If you are passionate about helping

people, thrive in a fast-paced environment, and enjoy solving problems, we'd love to have you on

our team.

Responsibilities :

• Customer Interaction: Respond to customer queries and concerns promptly and professionally.
• Issue Resolution: Resolve complaints or escalates unresolved issues to appropriate internal teams.
• Product Knowledge: Maintain deep knowledge of the company’s products, services, policies, and procedures.
• Customer Satisfaction: Ensure a positive customer experience and strive for first-contact
• Documentation: Log interactions and updates accurately in the CRM system.
• Performance Metrics: Meet targets such as response time, resolution time, QA, CSAT
• Team Collaboration: Work with other departments (technical, product, etc.) to resolve customer issues.
• Feedback Collection: Record customer feedback and suggestions for product/service improvement.

What We're Looking For :

• 0–8 years of experience in Customer Service, Customer Success, Broking, Securities, Mutual Fund, Trading, Wealth Insurance, InsurTech, BFSI, or related domains.
• Strong verbal and written communication skills.
• A customer-first mindset with empathy, ownership, and problem-solving ability.
• Ability to thrive in a fast-paced environment and adapt to new challenges.

Shift Timings & Work Schedule

To ensure seamless customer support, the team operates on a rotational shift schedule:

• 8:00 AM – 5:00 PM
• 9:00 AM – 6:00 PM
• 11:00 AM – 8:00 PM
• 1:00 PM – 10:00 PM
• 3:00 PM – 12:00 AM

This role follows a rotational weekly-off schedule and includes weekend working as part of the team roster.

Why Join Raise?

We’re a certified Great Place to Work, and it shows in everything we do - from how we collaborate

to how we celebrate wins. Our culture is built on growth, ownership, and mutual respect. At Raise,

you’ll find a flat hierarchy, open conversations, and a team that values passion, humility, and speed

over titles and bureaucracy.

Our Values & Culture

We look for people who:

• Are obsessed with customer satisfaction.
• Respect their work, teammates, and users.
• Value speed, humility, and thoughtful action.
• Are hands-on regardless of role or title.
• Embrace ownership, discipline, and an entrepreneurial spirit.
• Believe in less talk, more execution.
• Are passionate about the work they do.

Raise is an equal opportunity employer. We celebrate diversity and are committed to building an

About Raise Financial Services

We are building technology led financial products and infrastructure for India’s top 25Mn+

financially aware and literate users. Our product lines span investments, financing, insurance,

payments, and wealth services. We will offer consumer products & services that cater to these

users, and will offer the same technology & infrastructure to partners in the startup ecosystem

willing to take the experience to everyone in India. Our focus is on 3 core aspects - build great

products, deliver awesome experiences and provide exceptional customer services to our users.

Explore more:

Company Website: www.raiseholding.co

Instagram: Life at Raise

Required Skills

Customer Satisfaction Query resolution Nonvoice process Customer Service Customer Interaction Insurtech Escalation Management Voice Process