Customer Success Associate - Client Experience

Raise Fintech Ventures; Mumbai; On-site; INR 350,000 - 550,000; Full time

Job summary

Raise Fintech Ventures is looking for a Customer Success Associate in Mumbai to manage frontline client interactions across app, chat, WhatsApp and email. You will respond to queries, triage issues, and ensure timely resolution while maintaining structured CRM records.

The role emphasizes multichannel communication, adherence to SLAs, and collaboration with Product and Operations to deliver a smooth investor journey in a fast-growing fintech environment.

Qualifications

• 1–3 years of experience in customer success or a similar role.
• Experience in fintech or startup environments is preferred.
• Strong written and verbal communication skills.

Responsibilities

• Handle inbound client queries across app, chat, WhatsApp, and email.
• Triage and route issues to Product or Operations as needed.
• Maintain accurate, up-to-date CRM records and workflows.
• Ensure timely responses aligned with defined SLAs across channels.

Skills

Customer support

Multichannel communication

CRM tools

Ticketing systems

Tools

CRM platforms

Ticketing systems

Job description

Job Summary

We started with our first consumer product, Dhan, an investment and trading platform. Today, Dhan ranks #8 amongst stock brokers in India and continues to be one of the fastest-growing platforms in the investment and trading ecosystem.

Dhan was recognised as Fintech Startup of the Year at the Global Fintech Festival, reflecting the innovation, product excellence and customer focus that continue to shape the platform.

Backed by a passionate team of builders, believers, designers and problem-solvers, we are building a trusted ecosystem of financial products that empowers millions of users to make smarter financial decisions.

As we scale, delivering a high-quality and responsive client experience will be critical to building trust and creating a seamless investor journey.

We are looking for a Customer Success Associate to own the first layer of client interaction across our communication channels.

You will be the frontline of the client experience - responsible for responding to queries, understanding and triaging issues, ensuring timely resolution, and maintaining a structured CRM system

Responsibilities

Client Query Management

• Manage inbound client queries across app/chat, WhatsApp, and email
• Resolve straightforward queries independently and accurately
• Triage and route product-related queries to Product Specialists
• Escalate technical and operational issues to the relevant teams
• Ensure queries are tracked through to closure

CRM Process Management

• Own and maintain the CRM system and ensure all client interactions are logged with the right context
• Maintain clean, structured, and up-to-date client records
• Ensure accurate tagging, segmentation, and lifecycle tracking
• Establish and follow standards for interaction logging, response templates, and workflows
• Identify gaps in processes and help build systems that improve response quality and efficiency

Client Experience

• Ensure timely responses in line with defined SLAs
• Communicate with clients in a clear, professional, and empathetic manner
• Maintain a consistent experience across all communication channels
• Take ownership of client issues and ensure appropriate follow-through

Cross-functional Coordination

• Work closely with Product Specialists on investment and product-related queries
• Coordinate with Operations on execution-related issues
• Partner with Product Technology teams on app and technical issues
• Act as the central point of coordination to ensure seamless resolution of client queries

Who We re Looking For:

• 1-3 years of experience in customer success, client servicing, customer support, or a similar role
• Experience in fintech, financial services, or startup environments is preferred
• Strong written and verbal communication skills
• Comfortable working with CRM tools, ticketing systems, and async workflows
• Ability to manage multiple conversations and channels simultaneously
• Strong attention to detail and process discipline
• Ability to prioritise, triage, and solve problems effectively
• High ownership and responsiveness

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.