Dream Sports
Senior Associate - Customer Success ( Stock Broking )
TLDR
Handle customer escalations and coordinate resolutions by working with various teams, ensuring adherence to processes and compliance requirements.
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
Dream Sports is a leading sports technology company in India, dedicated to enhancing the experience of over 300 million sports fans through a diverse portfolio that includes fantasy sports, digital content, and premium sports travel. Its flagship, Dream11, empowers users to engage in fantasy sports, while other brands like FanCode and DreamSetGo personalize content and experiences across various sports. By integrating technology with fan engagement, Dream Sports is at the forefront of transforming how sports enthusiasts connect with their passions.
Senior Associate