IT - Voice Support Lead

Monarch Networth Capital; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Monarch Networth Capital in Mumbai seeks a Voice Support Lead to scale our telephony and real-time customer assistance across business verticals. The role is the frontline voice of reliability, handling internal stakeholder queries and ensuring service standards.

You will identify telephony gaps, implement call recording solutions, manage escalations, and ensure compliance with scripts and logging procedures, with a focus on fast, accurate resolutions.

Qualifications

• Graduate in any discipline.
• 3-6 years of experience in a voice-based technical support or customer service environment, preferably within financial services, broking, or fintech domains.

Responsibilities

• Identify gaps in telephony systems across branches and voice recording. Evaluate and implement calling and call recording solutions for retail broking and customer service.
• Escalation management: identify complex requests, document details, and route to second-line or technical teams.
• Quality assurance: ensure calls are recorded, track pain points, and provide feedback to reduce recurring issues.
• Process adherence: follow scripts, compliance guidelines, and logging procedures to maintain transparency and accountability.

Skills

Voice support

Troubleshooting

Customer service

Communication

Education

Graduate

Job description

Job Purpose : Voice Support Lead

As we scale across multiple business verticals, our communication channels must operate with absolute precision and efficiency. The Voice Support role exists to deliver exceptional, real-time assistance to internal stakeholders, acting as the frontline voice of reliability and trust for our expanding organization.

Job Location : Mumbai BKC

Job Responsibilities

• Identify the gaps in the current telephony systems across the branches along with voice recording. Evaluate and implement the calling and call recording solution for retail broking and customer service. Handle incoming voice queries, troubleshoot initial technical or operational issues, and provide prompt, accurate resolutions in alignment with service standards.
• Escalation Management: Identify complex technical or service requests, document details meticulously, and route them to the appropriate second-line support or technical teams.
• Quality Assurance: Ensure all required (dealers/ traders) calls are recorded, track common pain points, and provide constructive feedback to the teams to reduce recurring issues.
• Process Adherence: Follow established communication scripts, compliance guidelines, and logging procedures to maintain complete transparency and accountability.

Qualifications : Graduate in any discipline.

Experience :3-6 years of experience in a voice-based technical support or customer service environment, preferably within financial services, broking, or fintech domains.

Functional Competencies

Problem-Solving: Strong aptitude for diagnosing user issues quickly over a live call and guiding them through step-by-step troubleshooting.

Behavioral Competencies

Communication Skills: Exception al verbal and written communication skills with a neutral accent, active listening abilities, and a customer-first attitude.