Customer Support Intern
smallcase
India0–13 yrs3d agovia LinkedIn
About the Role
smallcase is building a dedicated B2B Growth Team to strengthen engagement with Relationship Managers (RMs) and their clients. This role will centralize RM-facing queries, allowing regional teams to focus on business performance. As a Customer Support Intern- B2B, you will be the primary point of contact for RMs, ensuring smooth workflows, timely resolutions, and strong partner satisfaction. You will also support new product lines.
Key Responsibilities
- Act as the first point of contact for RMs, addressing and resolving all queries with clarity, urgency, and ownership.
- Work closely with partner support teams and internal stakeholders to ensure seamless, timely, and accurate resolutions.
- Capture and document recurring issues, feedback, and improvement opportunities for Product, Operations, and CX teams.
- Tag, categorise, and analyse inbound queries to identify drivers of RM support traffic and build scalable processes.
- Identify friction points in RM or client workflows and collaborate with relevant teams to eliminate them.
- Maintain strong SLA/TAT discipline, ensuring quick turnarounds and a consistent experience across all RM interactions.
- Prepare structured reports on query trends, resolution quality, and support metrics for continuous improvement.
- Manage and support operational workflows for any future product lines introduced by smallcase.
- Communicate with empathy, precision, and a solutions-first mindset to deliver an exceptional RM experience.
Requirements & Tech Stack
- Customer Support
- Customer Experience
- NISM (certification or knowledge)
Qualifications
- Prior experience in customer support.
- Familiarity with stock markets & investment products.
- Prior experience at a growth-stage FinTech company.
- Tenure: 3 months
- Joining Timeline: Immediate
- This is a paid internship.