Senior Associate - Customer Success

Dreamsports

Mumbai permanent

Posted: March 26, 2026

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Quick Summary

Handle customer escalations raised through support channels, social media, or internal teams. Investigate issues, document escalation cases and maintain proper audit trails and case notes. Assist in preparing basic Root Cause Analysis (RCA) for recurring issues.

Required Skills

Customer Service Escalation Management Cross-functional Coordination Communication Skills Root Cause Analysis Reporting Compliance Adherence

Job Description

Your Role:
• Handle customer escalations raised through support channels, social media, or internal teams

• Investigate issues by coordinating with operations, product and compliance teams

• Provide clear updates and resolution timelines to customers and internal stakeholders

• Document escalation cases and maintain proper audit trails and case notes

• Assist in preparing basic Root Cause Analysis (RCA) for recurring issues

• Track escalations and maintain daily/weekly reports on resolution status

• Ensure adherence to internal processes, SLAs, and compliance requirements

Qualifiers:
• 1–4 years of experience in Customer Support/ Escalation Management for discount stock broking

• Strong written and verbal communication skills & ability to coordinate with cross-functional teams for resolution

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