Customer Support Lead

About Bullsmart

Bullsmart is a fin-tech company that uses technology to help young people start investing. We provide equal investment service opportunities for investors who have started on their investment path. We share cutting-edge financial tech tools, brilliant investment ideas, and wealth growth opportunities with young investors.

Our Values

We provide equal investment service opportunities to beginners who can enjoy all our premier investment services.

We offer abundant investment tools to guide investors to discover investment opportunities and make the decision the right decision.

We deeply care about the growth of our investors. We wish to support them in understanding how to invest and foster their investment skills.

We are looking for a Customer Support Head to build and scale a high-quality, responsive, and customer-first support function at Bullsmart. This role will own end-to-end customer support operations, ensuring fast resolution, regulatory compliance, and a seamless trading experience for our users.

• Build & Lead the Support Function: Set up and manage a team of support executives across chat, email, and calls.
• Own Customer Support Operations: Handle queries related to account opening, KYC, trading issues, funds, and platform usage.
• Define & Track KPIs: FRT, TAT, CSAT, backlog, closure rate.
• Set Up Support Infrastructure: Implement CRM, ticketing systems, chatbots, help centers.
• Drive Process Excellence: Create SOPs, escalation matrices, quality frameworks.
• Handle Critical Escalations: Final escalation point for major issues.
• Collaborate Cross-Functionally: Work with Product, Tech, Compliance, Operations.
• Ensure Regulatory Compliance: Align with SEBI/NSE guidelines.
• Train & Develop Team: Hire and mentor team members.
• Voice of Customer (VoC): Share insights with leadership.

• 712 years in Customer Support/Operations (fintech/banking preferred)
• 35 years leading teams
• Understanding of stockbroking operations
• Experience with support tools
• Strong problem-solving skills
• Ability to work in fast-paced environment
• Knowledge of compliance requirements
• Excellent communication skills