Customer Success Associate – Client Experience

Role Summary: We started with our first consumer product, Dhan, an investment and trading platform launched in November 2021. Today, Dhan ranks #8 amongst stock brokers in India and continues to be one of the fastest-growing platforms in the investment and trading ecosystem. In September 2026, Dhan was also recognised as Fintech Startup of the Year at the Global Fintech Festival, reflecting the innovation, product excellence and customer focus that continue to shape the platform. Backed by a passionate team of builders, believers, designers and problem-solvers, we are building a trusted ecosystem of financial products that empowers millions of users to make smarter financial decisions. As we scale, delivering a high-quality and responsive client experience will be critical to building trust and creating a seamless investor journey. We are looking for a Customer Success Associate to own the first layer of client interaction across our communication channels. You will be the frontline of the client experience - responsible for responding to queries, understanding and triaging issues, ensuring timely resolution, and maintaining a structured CRM system Expected Role & Responsibilities: Client Query Management • Manage inbound client queries across app/chat, WhatsApp, and email • Resolve straightforward queries independently and accurately • Triage and route product-related queries to Product Specialists • Escalate technical and operational issues to the relevant teams • Ensure queries are tracked through to closure CRM & Process Management • Own and maintain the CRM system and ensure all client interactions are logged with the right context • Maintain clean, structured, and up-to-date client records • Ensure accurate tagging, segmentation, and lifecycle tracking • Establish and follow standards for interaction logging, response templates, and workflows • Identify gaps in processes and help build systems that improve response quality and efficiency Client Experience • Ensure timely responses in line with defined SLAs • Communicate with clients in a clear, professional, and empathetic manner • Maintain a consistent experience across all communication channels • Take ownership of client issues and ensure appropriate follow-through Cross-functional Coordination • Work closely with Product Specialists on investment and product-related queries • Coordinate with Operations on execution-related issues • Partner with Product & Technology teams on app and technical issues • Act as the central point of coordination to ensure seamless resolution of client queries Who We’re Looking For: • 1-3 years of experience in customer success, client servicing, customer support, or a similar role • Experience in fintech, financial services, or startup environments is preferred • Strong written and verbal communication skills • Comfortable working with CRM tools, ticketing systems, and async workflows • Ability to manage multiple conversations and channels simultaneously • Strong attention to detail and process discipline • Ability to prioritise, triage, and solve problems effectively • High ownership and responsiveness We are a start-up organization focused on fast growth with quality products; hence, the ability to work in a fast-paced environment goes without saying! Our People & Culture: People and culture are the most important aspects of our business. We are looking for team members just like us, in simple words - good people to work with and demonstrate following personality traits: • Be super obsessed about ensuring customer satisfaction. (We are here because of our customers, and will be here only if we serve our customers) • We have a single opportunity to serve. (Our customers will give us one opportunity to serve - we can’t let them down. Be it product, uptimes, customer service or any interaction we have to deliver a wow experience.) • Respect your work, your team, your co-workers and our customers. (The only way to get respect is to give it first) • Speed is all that matters. Ship right and ship faster. (You either help the team move ahead fast, or you slow it down. We prefer the first.) • Humility & politeness over arrogance & over-confidence. (If you are the smartest one in the room, bring up others to speed. We are here to serve our customers, not to prove a point.) • Quality over quantity. (It is fine if you pick up a few things to do, but do them exceedingly well.) • Make your hands dirty irrespective of who you are. (Our CEO responds to customers every day. Our CTO codes every day. This is us.) • Talent and Competency over Credentials. • Entrepreneurial, ownership driven and disciplined. (We trust you to help us gain and retain the trust of our customers and our stakeholders) • Less words, more action. (Believe in something? show it by doing things. Not just by talking about it) • Flat hierarchy with open culture & conversations. (You are among all of us, and we all are with you) • Passionate about the business you are a part of. (Do it because you are passionate about it, not because it’s your job.) • Raise is an equal opportunity employer. (We celebrate diversity and inclusion. Why Join Raise? We’ve been recognised as a Great Place to Work for three consecutive years, reflecting the culture we’ve built and the way we work together. At Raise, you’ll experience a flat hierarchy, open conversations, high ownership and a strong bias for action. We value people who bring passion, humility and curiosity to their work, and who care deeply about building great products and creating meaningful customer impact. We believe in growth with ownership, speed with thoughtfulness and ambition with humility. We celebrate wins, learn from challenges and give people the ownership and responsibility to build and make an impact. If you enjoy building from the ground up, working with passionate people, and being part of a high-growth fintech ecosystem, Raise offers an environment where you can do meaningful work and grow with the business. About Raise Financial Services Raise Financial Services is building technology-led financial products and infrastructure for India’s financially aware and digitally savvy consumers. Our ecosystem spans multiple aspects of financial services, with Dhan as our flagship investment and trading platform. Alongside Dhan, we are building and scaling businesses across the financial ecosystem, including Millions, Upsurge, Filter Coffee, Stratzy, Pluto Insurance, Fuzz and several other emerging products and platforms. Our ambition is to build a trusted ecosystem of financial products and experiences that make investing, trading, wealth creation and other financial services simpler, smarter and more accessible Our philosophy is simple: • Build great products. • Deliver awesome experiences. • Provide exceptional customer service. Location: Goregaon West, Mumbai Explore More: • Connect with us: www.raiseholding.co • Learn more about our Investing & Trading Platform – www.dhan.co • Follow our Instagram page #LifeatRaise for a glimpse into our people and latest culture happenings. Apply for the Role: If you are excited about building and scaling one of India's most ambitious consumer fintech ecosystems, we would love to hear from you. Send your resume to: Careers@dhan.co Raise is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive workplace. Department: Customer Success Experience: 1-3 years