Job Description

Your Role

Handle customer escalations raised through support channels, social media, or internal teams
Investigate issues by coordinating with operations, product and compliance teams
Provide clear updates and resolution timelines to customers and internal stakeholders
Document escalation cases and maintain proper audit trails and case notes
Assist in preparing basic Root Cause Analysis (RCA) for recurring issues
Track escalations and maintain daily/weekly reports on resolution status
Ensure adherence to internal processes, SLAs, and compliance requirements

Qualifiers

1–4 years of experience in Customer Support/ Escalation Management for discount stock broking
Strong written and verbal communication skills & ability to coordinate with cross-functional teams for resolution

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