Raise Financial Services | Team Leader
1 month ago
Role Summary
Raise is built on this core philosophy - we will bring exceptionally great products, awesome user experience and best in class customer service to our users. We have started with our first step by launching Investment & Trading platform – Dhan (www.dhan.co)
As a Team Leader, you will be responsible for guiding and supporting a team of Customer Service Representatives to deliver exceptional service experiences. Your key responsibilities will include assisting team members in addressing customer queries, resolving issues, setting clear individual goals, and ensuring customer cases are handled effectively and efficiently.
You will closely work with internal stakeholders - your team, functional head, founders and most importantly our customers. You will display empathy with customers in all conversations, ensure you hear them well, and share with them the appropriate resolution (to the point) and if not now, get back to them at the earliest.
At Raise, we are committed to delivering an outstanding customer experience. You will play a vital role in upholding this promise and ensuring every interaction reflects our dedication to excellence.
Expected Responsibilities:
- Manage and oversee the daily activities of the customer service team, ensuring smooth operations and timely resolution of customer queries and disputes.
- Provide guidance to team members on handling complex cases and escalations effectively.
- Display empathy in customer interactions and ensure resolutions are communicated clearly and promptly.
- Ensure the team consistently meets customer satisfaction goals across channels.
- Focus on the professional development of team members to improve overall team performance.
- Set clear objectives for the team aligned with the company’s customer-centric mission.
- Handle customer escalations and coordinate with internal stakeholders to ensure swift resolution.
- Monitor escalation trends and develop proactive measures to reduce recurrence.
- Track, analyze, and report on key performance metrics to measure team performance and customer satisfaction
Expected Skills:
- Bachelor’s degree in a relevant field is mandatory.
- 4 to 6 years of experience in customer service, with a strong preference for candidates with a background in the broking industry.
- Proven experience in leading and mentoring teams.
- Strong verbal and written communication skills with excellent analytical abilities.
- Demonstrated problem-solving skills with a solution-focused mindset.
Location: Mumbai (Borivali East)
This is a work from office opportunity and not a hybrid or remote role.
If you wish to join us, email us your resume on hr@dhan.co
Raise is a Great Place to Work
Our culture fosters growth, collaboration, and fulfillment. It's a workplace where every individual is valued, innovation thrives, success is shared, where passion meets purpose and every day is an opportunity to make a difference.
Join us in building Raise
Our People & Culture
People and culture are the most important aspects of our business.
We are looking for team members just like us, in simple words - good people to work with and demonstrate following personality traits:
- Be super obsessed about ensuring customer satisfaction. (We are here because of our customers, and will be here only if we serve our customers)
- Respect your work, your team, your co-workers and our customers. (The only way to get respect is to give it first)
- Speed is all that matters. Ship right and ship faster. (You either help the team move ahead fast, or you slow it down. We prefer the first.)
- Humility & politeness over arrogance & over-confidence (If you are the smartest one in the room, bring up others to speed. We are here to serve our customers, not to prove a point.)
- Quality over quantity. (It is fine if you pick up a few things to do, but do them exceedingly well.)
- Make your hands dirty irrespective of who you are. (Our CEO & COO respond to customers everyday. Our CTO codes everyday. This is us.)
- Talent and Competency over Credentials (Skills are more important than Credentials, we learned it all the hard way with life & experiences.)
- Entrepreneurial, ownership driven and disciplined. (We trust you to help us gain and retain the trust of our customers and our stakeholders)
- Less words, more action. (Believe in something? show it by doing things. Not just by talking about it)
- Flat hierarchy with open culture & conversations. (You are among all of us, and we all are with you)
- Passionate about the business you are a part of. (Do it because you are passionate about it, not because it’s your job.)
- Raise is an equal opportunity employer. (We celebrate diversity and inclusion.)
About Raise Financial Services
At Raise, we are building technology-led consumer products & infrastructure services to serve Indians with Financial Services. We are building for the financially aware & financially literate users, largely focussing on the top 25 Mn+ tax paying users in metros, urban cities & towns in india.
We are building products & offerings across Financing, Insurance, Investing and Payments. Our focus is on 3 core aspects - build great products, deliver awesome experiences and provide best in class customer services to our customers.
Raise is founded by Pravin Jadhav, ex-Founder, Managing Director & CEO of Paytm Money and is located in Mumbai. The company is backed by Mirae Asset - one of world’s largest asset manager with $450+ Bn USD under management; and also by Founders & CEOs of leading technology startups like CRED, Flipkart, PhonePe, Udaan, Freshworks, Freecharge, Jupiter, Shaadi, Pine Labs and others including early investors of Robinhood.
Connect with us: www.raiseholding.co or learn more about our Investing Platform – www.dhan.co
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