Customer Experience Specialist, Stock Broking

About PhonePe Limited: Headquartered in India, its flagship product, the PhonePe digital payments app, was launched in Aug 2016. As of April 2025, PhonePe has over 60 Crore (600 Million) registered users and a digital payments acceptance network spread across over 4 Crore (40+ million) merchants. PhonePe also processes over 33 Crore (330+ Million) transactions daily with an Annualized Total Payment Value (TPV) of over INR 150 lakh crore. PhonePe’s portfolio of businesses includes the distribution of financial products (Insurance, Lending, and Wealth) as well as new consumer tech businesses (Pincode - hyperlocal e-commerce and Indus AppStore Localized App Store for the Android ecosystem) in India, which are aligned with the company’s vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services. Culture: At PhonePe, we go the extra mile to make sure you can bring your best self to work, Everyday!. And that starts with creating the right environment for you. We empower people and trust them to do the right thing. Here, you own your work from start to finish, right from day one. PhonePe-rs solve complex problems and execute quickly; often building frameworks from scratch. If you’re excited by the idea of building platforms that touch millions, ideating with some of the best minds in the country and executing on your dreams with purpose and speed, join us! Job Description: The Share.Market Customer Experience Operations team is focused on addressing complex and advanced problems that our customers encounter while using our platform. As part of the Customer Support Specialists ) team, you will move beyond basic query handling to resolve high-stakes issues and manage critical escalations. You will look to understand customer pain points better and improve customer experience by working with internal product, tech, and compliance teams to forge robust, timely solutions. Customer Experience Operations in stockbroking offers a dynamic landscape of varied challenges, given the nature of market volatility and financial transactions. This offers us a significant opportunity to develop deep domain expertise and challenge ourselves as we advance in our careers. Role Responsibilities: • Own the Customer Experience: Act with deep integrity and think customer-first in every interaction, particularly when handling complex or sensitive issues. • Manage High Interaction Tickets (HIT): Take full ownership of and resolve High Interaction Tickets (HIT)—issues requiring multi-touch communication, in-depth investigation, or personalized care. • Resolve L1 Escalations: Efficiently address and resolve issues escalated by L1 agents, serving as the definitive resolver for complex non-tech inquiries. • Ensure SLA Adherence: Manage your queue diligently to ensure all customers' tickets are closed within the stipulated Service Level Agreements (SLAs). • Handle Tech Dependencies: In cases of technical dependencies, escalate promptly to the appropriate product or engineering stakeholder, following up rigorously until resolution is achieved and communicated to the customer. • Demonstrate Ownership & Rigor: Display exceptional execution rigor and ownership by managing the end-to-end resolution of complex issues, leaving no stone unturned. • Process Improvement: Recommend process improvements based on root cause analysis of frequent escalations to reduce ticket volume. • Documentation: Maintain meticulous documentation of escalated cases for reporting and compliance purposes. Experience, Skills, Qualifications: • Multilingual Skills: Ability to speak fluently in English and Hindi is essential. • Communication: Have excellent written and verbal communication skills, with the ability to explain complex financial or market concepts clearly. • Ownership: Proven ability to take full responsibility for outcomes and drive issues to completion. • Rigorous Execution: Detail-oriented with strong prioritization and time-management skills to maintain performance in a high-pressure environment. • Problem Solver: Be an active listener with a strong customer orientation and the ability to adapt/respond to different scenarios. • Bonus Skills (Preferred): Prior experience in Stockbroking Operations, a strong understanding of financial markets, or experience in a senior Customer Experience role. • Technical Bonus: Basic knowledge of Excel and/or SQL for data retrieval and analysis is a significant plus. • Qualifications: Graduation (10+2+3) is mandatory. NISM certifications (e.g., Series VI, VII) are mandatory. PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles) • Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance • Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System • Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program • Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy • Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment • Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy Our inclusive culture promotes individual expression, creativity, innovation, and achievement and in turn helps us better understand and serve our customers. We see ourselves as a place for intellectual curiosity, ideas and debates, where diverse perspectives lead to deeper understanding and better quality results. PhonePe is an equal opportunity employer and is committed to treating all its employees and job applicants equally; regardless of gender, sexual preference, religion, race, color or disability. If you have a disability or special need that requires assistance or reasonable accommodation, during the application and hiring process, including support for the interview or onboarding process, please fill out this form. Read more about PhonePe on our blog. Life at PhonePe PhonePe in the news