Customer Support Associate

smallcase; Bengaluru; On-site; INR 350,000 - 550,000; Full time

Job summary

smallcase is seeking a Customer Support Associate in Bengaluru to be the first point of contact for customers, delivering timely solutions and building strong relationships. You will apply empathy, product knowledge, and clear communication to resolve inquiries and enhance customer engagement.

In this role, you will work across channels, coordinate with partner support teams, document feedback for the product team, and help drive metrics and quality improvements within the Customer Experience

Qualifications

• 1–3 years of customer support experience.
• Prior experience speaking with Hindi-speaking users.
• Strong communication skills with clarity and simplicity.
• Team player who collaborates toward shared outcomes.
• Empathetic listener who understands user needs.
• Proactive, takes ownership to resolve issues.

Responsibilities

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

Skills

1–3 years experience

Hindi language

Communication skills

Team player

Empathetic

Proactive learner

Job description

As a Customer Support Associate, you will be the first point of contact for customers, ensuring timely and effective resolution of inquiries, issues, and requests. Your role is critical in delivering a seamless support experience, maintaining customer satisfaction, and building strong relationships. You will utilize problem-solving skills, empathy, and product knowledge to provide solutions that enhance customer engagement and loyalty.

What you’ll be doing:

• 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

What we look for in you:

• Experience: 1–3 years of proven experience as a Customer Support Associate or in a similar role
• Prior experience speaking with users in Hindi
• Language skills: Prior experience speaking Hindi with users
• A natural communicator: You can express your thoughts clearly and effortlessly. No matter how complex the issue, you’re able to explain it in simple, easy-to-understand terms.
• A team player: You consistently put the team’s goals ahead of personal ones and enjoy working collaboratively toward shared outcomes.
• Empathetic: You’re a good listener who can put yourself in the user’s shoes. Everyone who interacts with you should feel assured that the smallcase team is always there to help.
• Proactive: You take ownership, tackle challenges head-on, and persist until the best solution is found—always aiming to deliver a delightful end-user experience.
• A strong drive to learn: You’re curious, eager to learn new things, and comfortable stepping outside your comfort zone.

Nice to Have

• Prior experience in customer support
• Familiarity with stock markets & investment products is a huge plus
• Prior experience at a growth-stage FinTech company

About smallcase

At smallcase, we are changing how India invests. smallcase is a leading provider of investment products & platforms to over 10 million Indians. smallcase was founded in July 2015 by three IIT Kharagpur graduates, Vasanth Kamath, Anugrah Shrivastava and Rohan Gupta.

smallcase has been focused on offering innovative investing experiences & technology. Our platforms are used by over 300 of India's largest financial brands and most respected institutions. We are backed by world-class investors including top-tier funds, institutions and operators from the capital markets space who believe in our mission of enabling better financial futures for every Indian.

Life at smallcase

We are not just building a business, we are making a long-lasting impact both in the wealth & assets landscape with our unique technology & expanding ecosystem. Over the last 11 years, our team, products, and platforms have grown and so have our ambitions.

Innovation remains at the heart of what we do. Our other core values are transparency, integrity & long-term thinking. Our key asset has always been our people, and we empower individuals to build and do some of the best work in their lifetimes at smallcase. Flexibility, ownership and constant feedback loops are some of the ways we keep evolving the working environment.