PhonePe
Stock Broking
CustomerExperienceSpecialist
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Experience Specialist at PhonePe. Skills: Customer Experience, Issue Resolution, Escalation Management. Address complex and advanced problems customers encounter on the platform. Resolve high-stakes issues and manage critical escalations”
What You'll Achieve.
Improve customer experience; Resolve issues within stipulated Service Level Agreements (SLAs)
Industry & Context.
Addressing complex and advanced problems; In-depth investigation
What They're Looking For.
Must Have
Experience with customer support in stockbroking, Ability to handle complex and advanced problems, Ability to resolve high-stakes issues and manage critical escalations, Ability to understand customer pain points, Ability to work with internal product, tech, and compliance teams, Ability to manage High Interaction Tickets (HIT), Ability to resolve L1 Escalations, Ability to ensure SLA Adherence, Ability to handle Tech Dependencies
What You'll Do.
Address complex and advanced problems customers encounter on the platform
Resolve high-stakes issues and manage critical escalations
Understand customer pain points and improve customer experience
Work with internal product
and compliance teams to forge robust
Own the Customer Experience
Manage High Interaction Tickets (HIT)
Resolve L1 Escalations
Handle Tech Dependencies
How You'll Work.
Team & Collaboration
Work with internal product, tech, and compliance teams
Communication Scope
Multi-touch communication
Full Job Description
About PhonePe Limited: Headquartered in India, its flagship product, the PhonePe digital payments app, was launched in Aug 2016. As of April 2025, PhonePe has over 60 Crore (600 Million) registered users and a digital payments acceptance network spread across over 4 Crore (40+ million) merchants. PhonePe also processes over 33 Crore (330+ Million) transactions daily with an Annualized Total Payment Value (TPV) of over INR 150 lakh crore. PhonePe’s portfolio of businesses includes the distribution of financial products (Insurance, Lending, and Wealth) as well as new consumer tech businesses (Pincode - hyperlocal e-commerce and Indus AppStore Localized App Store for the Android ecosystem) in India, which are aligned with the company’s vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services. Culture: At PhonePe, we go the extra mile to make sure you can bring your best self to work, Everyday!. And that starts with creating the right environment for you. We empower people and trust them to do the right thing. Here, you own your work from start to finish, right from day one. PhonePe-rs solve complex problems and execute quickly; often building frameworks from scratch. If you’re excited by the idea of building platforms that touch millions, ideating with some of the best minds in the country and executing on your dreams with purpose and speed, join us! Job Description: The Share.Market Customer Experience Operations team is focused on addressing complex and advanced problems that our customers encounter while using our platform. As part of the Customer Support Specialists ) team, you will move beyond basic query handling to resolve high-stakes issues and manage critical escalations. You will look to understand customer pain points better and improve customer experience by working with internal product, tech, and compliance teams to forge robust, timely solutions. Customer Experience Operations in
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