Customer Experience Specialist – Stock Broking

About the role

PhonePe’s Stock Broking Customer Experience Operations team tackles complex issues that arise from market volatility and financial transactions. As a Customer Experience Specialist you will go beyond basic query handling to resolve high‑stakes problems, manage critical escalations, and collaborate with product, technology, and compliance teams to deliver timely solutions.

Key responsibilities

• Own the end‑to‑end customer experience, prioritising integrity and a customer‑first mindset.
• Take full ownership of High Interaction Tickets (HIT) that require multi‑touch communication, deep investigation, or personalised care.
• Resolve L1 escalations efficiently, acting as the definitive resolver for complex non‑technical inquiries.
• Maintain strict adherence to Service Level Agreements (SLAs) by managing your ticket queue diligently.
• Identify technical dependencies and escalate promptly to appropriate technical teams.

Required profile

• Strong sense of integrity and ability to handle sensitive, high‑impact customer issues.
• Excellent investigative skills and attention to detail.
• Proven ability to work cross‑functionally with product, tech and compliance stakeholders.
• Commitment to meeting SLA targets and delivering high‑quality service.

Required skills