Senior Executive - Equity Support

At FYERS our mission is to empower newage traders & investors with the bestinclass technology and platforms

We are a bootstrapped company led by our founders who are extremely passionate about creating best in class value to our diverse customers employees and communities.

Why Join Us:

Immerse yourself in the dynamic world of FinTech and stock markets.

Shape the future of digital finance by working on groundbreaking projects.

Collaborate with a diverse team of experts and visionaries.

Elevate your career with continuous learning and growth opportunities.

Role Summary:

As the Customer Support Team Lead in the stock broking industry you will oversee the daily operations of the customer support team ensuring exceptional service and client satisfaction. This role involves managing a team of customer support representatives handling escalated issues and collaborating with other departments to improve service delivery. The ideal candidate will have a strong background in the stock broking industry

excellent leadership skills and a passion for delivering topnotch customer service.

Key Responsibilities:

Team Management:

• Supervise and mentor a team of customer support representatives.
  
• Conduct regular team meetings to discuss performance updates and areas for improvement.
  
• Develop and implement training programs for new hires and ongoing training for existing staff.
  

Customer Service:

• Handle escalated customer issues and resolve them efficiently.
  
• Ensure the team provides timely accurate and professional responses to customer inquiries.
  
• Monitor and maintain high standards of service quality and customer satisfaction.
  

Performance Monitoring:

• Track team performance through key performance indicators (KPIs) and metrics.
  
• Prepare regular reports on team performance and present them to senior management.
  
• Implement strategies to improve performance and achieve departmental goals.
  

Process Improvement:

• Identify areas for improvement in customer support processes and systems.
  
• Collaborate with other departments (e.g. IT Compliance Operations) to enhance service delivery.
  
• Develop and update standard operating procedures (SOPs) for the customer support team.
  

Product Knowledge:

• Maintain an indepth understanding of stock broking products and services.
  
• Ensure the team is wellinformed about new products services and industry regulations.
  
• Provide ongoing education to the team about market trends and changes in the stock broking industry.
  

Client Relations:

• Build and maintain strong relationships with key clients.
  
• Gather client feedback to improve services and address any recurring issues.
  
• Represent the company in client meetings and industry events as needed.
  

Qualifications:

• Bachelor s degree in Finance Business Administration or a related field.
  
• Minimum of 3 years of experience in customer support within the stock broking or financial services industry.
  
• Proven experience in a supervisory or team lead role.
  
• Good to have a certification in stock broking or financial services (e.g. Series VIII Series VII).
  
• Good to have multilingual capabilities.
  
• Experience with digital transformation and implementing new technologies in customer support.
  

Skills:

• Strong leadership and team management skills.
  
• Excellent communication and interpersonal skills.
  
• Indepth knowledge of stock broking products services and industry regulations.
  
• Ability to handle highpressure situations and resolve conflicts effectively.
  
• Proficient in using customer support software and CRM systems.
  
• Strong analytical and problemsolving skills.
  

Benefits

• An unbiased inclusive work culture that thrives on collaboration and high performance.
  
• Opportunities to drive career development through professional development and pathbreaking innovation.
  
• A competitive compensation package with a bestinclass 360 wellness program covering Mental Financial and Physical Health.

At FYERS, our mission is to empower new-age traders & investors with the best-in-class technology and platforms We are a bootstrapped company led by our founders who are extremely passionate about creating best in class value to our diverse customers, employees, and communities. Why Join Us: Immerse yourself in the dynamic world of FinTech and stock markets. Shape the future of digital finance by working on groundbreaking projects. Collaborate with a diverse team of experts and visionaries. Elevate your career with continuous learning and growth opportunities. Role Summary: As the Customer Support Team Lead in the stock broking industry, you will oversee the daily operations of the customer support team, ensuring exceptional service and client satisfaction. This role involves managing a team of customer support representatives, handling escalated issues, and collaborating with other departments to improve service delivery. The ideal candidate will have a strong background in the stock broking industry, excellent leadership skills, and a passion for delivering top-notch customer service. Key Responsibilities: Team Management: Supervise and mentor a team of customer support representatives. Conduct regular team meetings to discuss performance updates and areas for improvement. Develop and implement training programs for new hires and ongoing training for existing staff. Customer Service: Handle escalated customer issues and resolve them efficiently. Ensure the team provides timely, accurate, and professional responses to customer inquiries. Monitor and maintain high standards of service quality and customer satisfaction. Performance Monitoring: Track team performance through key performance indicators (KPIs) and metrics. Prepare regular reports on team performance and present them to senior management. Implement strategies to improve performance and achieve departmental goals. Process Improvement: Identify areas for improvement in customer support processes and systems. Collaborate with other departments (e.g., IT, Compliance, Operations) to enhance service delivery. Develop and update standard operating procedures (SOPs) for the customer support team. Product Knowledge: Maintain an in-depth understanding of stock broking products and services. Ensure the team is well-informed about new products, services, and industry regulations. Provide ongoing education to the team about market trends and changes in the stock broking industry. Client Relations: Build and maintain strong relationships with key clients. Gather client feedback to improve services and address any recurring issues. Represent the company in client meetings and industry events as needed. Qualifications: Bachelor s degree in Finance, Business Administration, or a related field. Minimum of 3 years of experience in customer support within the stock broking or financial services industry. Proven experience in a supervisory or team lead role. Good to have a certification in stock broking or financial services (e.g., Series VIII, Series VII). Good to have multilingual capabilities. Experience with digital transformation and implementing new technologies in customer support. Skills: Strong leadership and team management skills. Excellent communication and interpersonal skills. In-depth knowledge of stock broking products, services, and industry regulations. Ability to handle high-pressure situations and resolve conflicts effectively. Proficient in using customer support software and CRM systems. Strong analytical and problem-solving skills. Benefits An unbiased, inclusive work culture that thrives on collaboration and high performance. Opportunities to drive career development through professional development and path-breaking innovation. A competitive compensation package with a best-in-class 360 wellness program covering Mental, Financial and Physical Health.