Customer Support

Team Lead - Customer Support (A3)

About CareEdge Ratings & CarePaRRVA

CareEdge Ratings is one of India's leading credit rating and analytics companies, providing rating, research, risk, and advisory services across various sectors of the economy.

CarePaRRVA (Past Risk and Return Verification Agency) is an innovative platform developed by CareEdge Ratings in collaboration with the National Stock Exchange of India (NSE). The platform aims to bring transparency, credibility, and standardization to performance claims made by Investment Advisers (IA), Research Analysts (RA), and Algorithmic Trading providers through independent verification of risk and return metrics.

By combining technology, analytics, and regulatory expertise, CarePaRRVA enables market participants to access verified performance data, compliance-driven disclosures, and meaningful insights that support informed investment decisions.

Role Summary

Lead and support the Customer Support team in handling queries and inbound calls. Act as the primary escalation point for complex client concerns, ensure timely query resolution, and contribute to business development by identifying potential opportunities.

Key Responsibilities

· Manage day-to-day Customer Support operations and monitor team performance.

· Act as the escalation point for complex client queries and complaints.

· Ensure timely resolution of queries and adherence to service standards.

· Coach and mentor Customer Support Executives to enhance productivity and quality.

· Coordinate with internal & external stakeholders for effective issue resolution.

· Support business development initiatives by identifying potential opportunities, client needs, and prospects through customer interactions and feedback.

Preferred Qualifications & Skills

· 7+ years of experience in Customer Support, Client Servicing, Operations, or a related function.

· Prior experience leading, mentoring, or managing a small team, preferably in financial markets.

· Strong communication, stakeholder management, and problem-solving skills.

· Good understanding of financial markets, compliance, and client servicing.

· Strong ownership mindset with the ability to work independently.

· Self-driven learner with a proactive approach to continuous improvement.

Pay: ₹10,000.00 - ₹12,000.00 per year

Work Location: In person