Job Description

Dear Candidates,

We have excellent opening for a Fintech company in Kurla, Mumbai for the position of Customer Support.

Designation : Customer Support Executive/Sr Customer Support Lead

Experience: 2-6 years

Industry Preference: BFSI, NBFC or similar industry

Key Responsibilities

Client Relationship Management:
Build and nurture long-term, strategic relationships with clients, becoming their trusted

advisor and primary point of contact.

Account Growth:
Identify and pursue upsell and cross-sell opportunities to drive revenue growth and

maximize client lifetime value.

Onboarding & Engagement:
Lead clients through seamless onboarding and ensure continuous engagement with the

product to promote adoption and value realization.

Issue Resolution:
Serve as the escalation point for client concerns, ensuring swift and effective resolutions to

maintain high satisfaction levels.

Performance Monitoring:
Monitor account health, product usage, and customer success metrics; deliver regular

reports and business reviews to key stakeholders.

Cross-Functional Collaboration:
Work closely with Sales, Support, Product, and Marketing teams to deliver a cohesive and

superior client experience.

Strategic Account Planning:
Understand clients' business goals and develop strategic plans aligned with their long-term

objectives and success milestones.

Qualifications & Skills

Bachelor's degree in Business, Marketing, Finance, or a related field (MBA preferred)
2-6 years of experience in customer service, customer support, Customer Success, or Client Relationship
Management

Prior experience in SaaS or BFSI domains preferred
Strong communication, negotiation, and interpersonal skills
Analytical mindset with the ability to derive insights from data
Proficiency with CRM and support platforms such as Salesforce, HubSpot, Zendesk, or
equivalent

Strong problem-solving abilities and a proactive, customer-first approach
Key Attributes

Empathetic and customer-centric
Results-driven and growth-oriented
Able to manage multiple accounts with strong organizational skills
Effective at risk identification and mitigation
Comfortable influencing stakeholders and driving client success initiatives
Success Metrics

Client Satisfaction: Measured by NPS and CSAT scores
Account Retention & Renewals: Year-over-year retention rate
Revenue Growth: Through upselling and cross-selling initiatives
Client Milestone Achievement: Timely onboarding, adoption, and expansion goals
Issue Resolution Time: Speed and quality of resolution for escalated issue
Looking for candidates from broking industry, BFSI, NBFC

Looking for immediate joiners from Mumbai only...

#broking #kotaksecurities #icicisecurities #yessecurities #cams #iiflsecurities #iciciamc #axissecurities #brokingfirm #customerservice

Job Type: Full-time

Pay: ₹25,000.00 - ₹45,000.00 per month

Benefits:

Provident Fund
Work Location: In person