Customer Success Operations Specialist

Operations - Customer Success . Core Customer Success Responsibilities Query Management – Serve as the first point of contact for client and channel-partner queries on the KITES platform, ensuring prompt, accurate and courteous resolution across the client lifecycle. Salesforce & JIRA Servicing – Manage, track and resolve service requests and complaints routed through Salesforce CRM (with linked JIRA tickets), ensuring correct categorisation, ownership, SLA adherence and closure with a complete audit trail. Client Onboarding – Support end-to-end client onboarding – coordinating documentation, digital consent, source-of-wealth / source-of-funds declarations and account activation across internal systems and onboarding partners. KYC / AML Support – Assist in the review and verification of KYC/AML documentation, escalating exceptions to compliance and ensuring adherence to applicable cross-border regulatory requirements. Cross-Border Payments – Guide clients on funding, LRS / remittance flows, cross border transfers and queries relating to global asset classes, order status, portfolio holdings, statements and reporting. Post-Sales Support – Provide post-sales servicing including transaction support, portfolio and statement queries, profile updates and reactivation requests, ensuring a high-touch experience for clients. B. Full Customer Lifecycle Ownership Onboarding Funnel & Activation – Own the onboarding funnel, proactively tracking application status and chasing stuck cases through the onboarding and approval chain. Credential Enablement – Manage temporary-password issuance and resets, guide clients through first-login and OTP verification, and administer credential validity windows. Dormancy & Reactivation – Monitor inactive accounts flagged dormant per regulatory norms and drive KYC re-verification and reactivation. Profile & Cross-Partner Data Requests – Process service requests for profile updates, tax-residency changes and cross-partner data synchronisation which do not auto-sync. Retention & Engagement – Drive periodic client check-ins, feature-adoption nudges and lifecycle communication to support engagement and retention of affluent clients. C. Operations & Global Funds Transaction Tracking Global Funds Transaction Tracking – Track global fund subscription and redemption transactions end-to-end – monitoring order status, settlement and reconciliation of fund orders, and keeping clients informed of progress and timelines. Wallet, Funding & Remittance Operations – Support INR-to-USD wallet funding, Kotak Remit flows and reconciliation of client fund movements against platform records. Product / Instrument Onboarding Coordination – Track new fund and instrument availability requests (including ISIN / exchange mapping and omnibus fund enablement) and communicate expected timelines to clients. D. Integration & Incident Coordination Integration Issue Triage – Act as first-line triage for client-impacting issues across platform integrations – execution, market-data, central-data, fund and gateway partners – performing initial diagnosis before routing to technology and vendors. Impact Assessment – Rapidly compile affected client codes / user accounts and provide structured data to technology and vendor teams to accelerate root-cause analysis. Escalation Matrix & Incident Support – Maintain and operate the internal and partner escalation matrix, and support war-room coordination during critical incidents to minimise client downtime. E. Platform Stewardship & Governance UAT & Release Validation – Participate in UAT cycles, log defects, validate fixes and support post-release production validation. Knowledge Base & FAQ Ownership – Maintain the client FAQ / ready-reckoner repository and standard Salesforce response templates to enable faster and self-service resolution. Demand Capture – Log recurring client pain points and feed structured enhancement requirements into the product backlog. SLA, KPI & Audit Readiness – Track servicing SLAs and KPIs (turnaround, resolution, uptime-linked metrics), maintain the complaints tracker with full auditability, and support periodic service reviews and regulatory reporting. Functional Skills Strong understanding of cross-border payments, remittances (LRS) and foreign-exchange flows. Working knowledge of global asset classes – equities, ETFs, global funds, bonds and structured products – and of global fund subscription / redemption processes. Familiarity with client onboarding, KYC/AML and regulatory documentation in a cross-border context. Hands-on experience with Salesforce (or a comparable CRM) and issue-tracking tools such as JIRA for query, complaint and incident management. Sound grasp of the post-trade and servicing lifecycle – settlements, custody, reconciliation, statements and reporting – in a multi-vendor, API-integrated environment. Behavioural Competencies Excellent verbal and written communication with a client-first, service-oriented mindset. High attention to detail, ownership and the ability to manage a broad remit across multiple queries and processes under defined SLAs. Strong problem-solving and coordination skills to work across operations, technology, compliance and external partners. Comfort operating in a lean team within a fast-paced, evolving digital-platform environment, with a continuous-improvement approach. Job Requirements Qualifications & Experience Graduate / Post-graduate in Commerce, Finance, Business or a related discipline; NISM / relevant certifications will be an added advantage. 5–8 years of experience in client servicing, customer success, wealth / investment operations or a similar role, preferably within banking, broking, wealth management or a global investing platform, with exposure to running or supporting operational processes