Job Description

The Upstox Story:

Upstox is one of India's leading Fin-Tech companies with a mission to simplify trading & investing to make it easily accessible to the masses. We aim to enable everyone, from new investors to seasoned traders, to invest across multiple categories with our state-of-the-art trade & investment platform and commission-free pricing. We offer numerous asset categories to invest in, like Stocks, IPOs, Mutual Funds, and more. By focusing on our customers’ needs and equipping them with personalized yet powerful tools, we witnessed a steep growth of 800% in our customer base from 25 Thousand in 2017 to 2 Lakh in 2019. With 1500% growth in 2020, currently, over 11 million customers trust us with their investment decisions, thus setting us on the course to become an industry-leader in the country. Our mission is simple - to break down the complexities of investing and make it more effortless, accessible, affordable, and easy for the masses to adopt. This key principle when infused with intuitive design and leading-edge technology will help us empower every Indian to take control of their investments. RKSV Securities was founded by Ravi Kumar and Shrinivas Viswanath in 2009 and was soon graced by Kavitha Subramanian as the third co-founder in 2016. Backed by Ratan Tata, Upstox had raised $4 million in Series A funding in early 2016 that was led by Kalaari Capital. The Series B funding round scaled multifold and witnessed an investment of $25 million by US-based investment firm - Tiger Global Management in September 2019. We have a team of highly skilled technology and finance professionals, and are currently looking for highly motivated field experts to be part of our high-energy team.

Job Title & Description - Program Manager, Customer Success
(Experience: 3-5 years)

Design & execute processes to ensure user feedback is captured, analyzed and directed from customer service to internal teams (product, tech, risk, compliance etc.)
Proactively monitoring progress of systems designed, resolving issues and taking timely corrective actions
Create operational workflows for customer service agents that enhance their productivity and reduce system load
Develop training modules and quality checks for the processes designed
Managing intra-team and cross-functional communications
Create risk management framework through appropriate risk classification and mitigation plan
Ensure quality standards are met and gaps addresses regularly to meet customer service goals
Required Skills-
Decision making
Structured thinking
Stakeholder management
Business acumen
Good grasp of automation tools and updated on new developments in markets Data driven insights Project lifecycle management

KPIs
Quality, feasibility and speed of processes designed
Actionable insights from user feedback
Resource productivity
Business continuity and risk mitigation success
Stakeholder feedback

Psst… tips on how you can beat the competition: If you can showcase your abilities to:· Be self-driven / quick starter· Have an ownership mindset· Aggressively drive and deliver results