Customer Success Associate – Client Experience

Keka Technologies Private Limited; Mumbai; On-site; INR 300,000 - 500,000; Full time

Job summary

Raise Financial Services is hiring a Customer Success Associate to manage the first line of client interaction across app, chat, WhatsApp, and email. You will triage issues, provide clear responses, and ensure timely resolutions while logging all activity in a structured CRM system.

You will collaborate with Product Specialists, Operations, and Tech teams to resolve queries and maintain consistent, empathetic communication across channels.

Qualifications

• 1-3 years of experience in customer success, client servicing, or similar roles.
• Experience in fintech, financial services, or startups is preferred.
• Strong written and verbal communication skills.
• Comfortable working with CRM tools, ticketing systems, and async workflows.

Responsibilities

• Respond to inbound client queries across app/chat, WhatsApp, and email.
• Triaging and routing product-related queries to Product Specialists; escalate when needed.
• Maintain the CRM with accurate logs and updated client records.
• Ensure timely responses in line with defined SLAs and follow through on issues.
• Coordinate with Product, Operations, and Tech teams to resolve client queries.

Skills

Customer success

CRM tools

Ticketing systems

Multitasking

Communication

Attention to detail

Ownership

Tools

CRM software

Ticketing system

Job description

Customer Success Associate – Client Experience

1-3 years

Full-Time

Role Summary:

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 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

Expected Role & 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

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 inclusive workplace

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

Join us on our journey to build Raise!

Required Skills

Quality Wealth Management Customer Success Communication Skills Customer Interaction Customer Experience Query resolution Customer Service Escalation Management Customer Satisfaction