Customer Success Specialist

About The Company
Vested is a cross-border wealth platform on a mission to enable local investors to go global. Our first step is to empower retail investors from India with access to the US stock market. Vested provides a low cost and easy-to-use platform that includes knowledge and insights to help clients make smart investment decisions.

JOB DESCRIPTION

As a customer success executive, you will be the customers' first point of contact for complaints, questions, requests, feedback, or any other needs; you are charged with managing relationships between clients and the company. As the first person to interact with our customers, you are expected to employ a high level of professionalism in their conversations, apply a thorough knowledge of their company's products and services, and respond quickly to requests and queries. When contacted for a complaint, you are expected to "own the problem" - that is, take responsibility for responding to the issue, research the problem, and resolve it internally as quickly as possible to maintain the highest level of customer satisfaction. Other responsibilities include keeping customer records and account information up to date and assisting in the onboarding process.

ROLES & RESPONSIBILITIES

• Be a part of one of the best customer success teams
• You will assist other team members in following up with clients who have opened an account with Vested. This will involve messaging and calling them
• Evaluating the KYC of the customers and assisting them with the account opening process.
• Conducting additional background check of the users before and after KYC approval
• Coordination with the US partners whenever and wherever required
• Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades
• Aid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the wider team
• Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention
• Uphold Vested’s highest standards of service while serving as the main point of contact for our clients, resolving inquiries and responding with empathy to concerns to build lasting relationships

REQUIREMENTS

• You are a self-starter that can manage a variety of projects simultaneously
• You love fine-tuning processes, can multitask, and easily absorb a great deal of new information quickly
• You have an excellent command of the English language and can communicate clearly and effectively while acting with a deep sense of empathy

QUALIFICATIONS AND SKILLS

• Bachelor’s degree or equivalent experience
• 1-2 years experience in a customer service role will be preferred
• Excellent attention to detail, with a professional, enthusiastic and warm phone presence
• Good with MS excel
• Experience with consultative sales in a high-touch customer service environment is preferred, but not required
• Proactive capability at owning and deepening client relationships