Customer Experience Specialist, Stock Broking

About PhonePePhonePe is an India-headquartered company whose flagship digital payments app launched in August 2016. By April 2025, the platform had grown to more than 60 crore (600 million) registered users and supported a merchant acceptance network of over 4 crore (40+ million) merchants. The company now handles more than 33 crore (330+ million) transactions every day, with an annualized Total Payment Value (TPV) of over INR 150 lakh crore.Along with digital payments, PhonePe has expanded into financial services such as insurance, lending, and wealth distribution, as well as consumer technology offerings like Pincode, its hyperlocal commerce business, and Indus AppStore, a localized Android app marketplace. Its broader mission is to help every Indian move ahead by improving access to money and services.Culture at PhonePePhonePe emphasizes trust, ownership, speed, and a strong sense of responsibility. The environment is designed to help employees do their best work from day one, take end-to-end ownership, and solve difficult problems with urgency. The company values people who enjoy building at scale, working with strong peers, and turning ambitious ideas into practical outcomes.Role OverviewThe Share.Market Customer Experience Operations team works on complex customer issues related to the platform. In this role, you will go beyond routine support to manage sensitive escalations, high-impact cases, and advanced customer problems. You will collaborate with internal product, technology, and compliance teams to find timely, effective solutions and improve the overall customer experience in a fast-moving stock broking environment.Key ResponsibilitiesTake complete ownership of customer interactions, especially when the case is sensitive or difficult, and ensure the interaction is handled with integrity and a customer-first mindset.Manage High Interaction Tickets that require repeated communication, detailed investigation, or personalized handling until closure.Independently resolve escalations passed on by L1 support, particularly non-technical cases that need deeper judgment and experience.Track your queue carefully and make sure tickets are closed within the required SLA timelines.When a case depends on a technical fix, escalate it to the relevant product or engineering contact and keep following up until the issue is resolved and the customer is informed.Show strong ownership and disciplined execution while driving complex cases to closure without missing key details.Analyze repeated escalations, identify root causes, and suggest process changes that can reduce future ticket volume.Keep thorough records of escalated cases for reporting, audit, and compliance needs.RequirementsFluency in both English and Hindi is required.Strong written and verbal communication skills, with the ability to explain financial or market-related topics clearly.Demonstrated accountability and the ability to drive issues through to resolution.Excellent attention to detail, prioritization, and time management for work in a high-pressure setting.Good listening skills, a customer-focused mindset, and the flexibility to respond appropriately to different scenarios.Graduation under the 10+2+3 format is mandatory.NISM certifications such as Series VI or Series VII are mandatory.Preferred QualificationsExperience in stock broking operations, familiarity with financial markets, or prior work in a senior customer experience role will be an advantage. Basic working knowledge of Excel or SQL for data retrieval and analysis is also considered a plus.BenefitsMedical insurance, critical illness insurance, accidental insurance, and life insuranceEmployee assistance program, onsite medical center, and emergency support systemMaternity benefits, paternity support, adoption assistance, and day-care supportRelocation support, transfer support policy, and travel policyEmployee PF contribution, flexible PF contribution, gratuity, NPS, and leave encashmentHigher education assistance, car lease, and salary advance policyEqual Opportunity and SupportPhonePe maintains an inclusive workplace that encourages expression, creativity, innovation, and strong results. The company provides equal opportunity in hiring and employment regardless of gender, sexual preference, religion, race, color, or disability. Candidates who need assistance or reasonable accommodation during the hiring or onboarding process can request support through the company’s accommodation process.