Bullsmart
Website:
bullsmart.in
Job details:
About Bullsmart
Bullsmart is a fin-tech company that uses technology to help young people start investing. We provide equal investment service opportunities for investors who have started on their investment path. We share cutting-edge financial tech tools, brilliant investment ideas, and wealth growth opportunities with young investors.
Our Values
· We provide equal investment service opportunities to beginners who can enjoy all our premier investment services.
· We offer abundant investment tools to guide investors to discover investment opportunities and make the decision the right decision.
· We deeply care about the growth of our investors. We wish to support them in understanding how to invest and foster their investment skills.
Role Overview
We are looking for a Customer Support Head to build and scale a high-quality, responsive, and customer-first support function at Bullsmart. This role will own end-to-end customer support operations, ensuring fast resolution, regulatory compliance, and a seamless trading experience for our users.
In This Role, You Will
- Build & Lead the Support Function: Set up and manage a team of support executives across chat, email, and calls.
- Own Customer Support Operations: Handle queries related to account opening, KYC, trading issues, funds, and platform usage.
- Define & Track KPIs: FRT, TAT, CSAT, backlog, closure rate.
- Set Up Support Infrastructure: Implement CRM, ticketing systems, chatbots, help centers.
- Drive Process Excellence: Create SOPs, escalation matrices, quality frameworks.
- Handle Critical Escalations: Final escalation point for major issues.
- Collaborate Cross-Functionally: Work with Product, Tech, Compliance, Operations.
- Ensure Regulatory Compliance: Align with SEBI/NSE guidelines.
- Train & Develop Team: Hire and mentor team members.
- Voice of Customer (VoC): Share insights with leadership.
What You Bring
- 7–12 years in Customer Support/Operations (fintech/banking preferred)
- 3–5 years leading teams
- Understanding of stockbroking operations
- Experience with support tools
- Strong problem-solving skills
- Ability to work in fast-paced environment
- Knowledge of compliance requirements
- Excellent communication skills
Click on Apply to know more.