Associate Manager, CX Operations (MHD)

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.

PhonePes portfolio of businesses includes the distribution of financial products (InsuranceLending and Wealth) as well as new consumer tech businesses (Pincode - hyperlocal e-commerce and Indus AppStore Localized App Store for the Android ecosystem) in Indiawhich are aligned with the companys vision to offer every Indian an equal opportunity toaccelerate 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 youre 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: Associate Manager Merchant Helpdesk

Role: Associate Manager Merchant Helpdesk

Reporting to: Operations Head Merchant Helpdesk

About Phonepe :

PhonePe is Indias largest transactions platform built on payments. It is the crusader of UPI payments and a proud contributor to the hypergrowth of the worlds most advanced payments system.

We are leading the narrative on mobile payments which will change the way people manage their money on the go. We want to make digital payments so easy safe and universally accepted that people never feel the need to carry cash or cards again. We see ourselves facilitating this change through technology at scale positive disruption and dogged customer centricity.

About Customer Experience Function :

At PhonePe the Customer Experience team assumes responsibility for a customers journey within the app. We diligently identify areas for improvement based on customer feedback (Voice of Customer) minimize the effort required to seek assistance and tirelessly aim to deliver swift and meaningful resolutions. Our commitment to enhancing the customer experience and demonstrating the principle of Customer First is how we realize our vision of becoming the best in class.

About Merchant Experience & Operations Function:

At PhonePe the Merchant Experience & Operations team is dedicated to ensuring a seamless and positive journey for our valued merchant partners. We proactively identify areas for improvement based on merchant feedback (Voice of the Merchant) minimize the effort required for them to seek assistance and tirelessly aim to deliver swift and effective resolutions. Our commitment to enhancing the merchant experience and demonstrating the principle of Merchant First is how we realize our vision of becoming the best-in-class partner for businesses.

Function Summary:

The primary function of this role is to manage and continuously improve the operational metrics for the Merchant Helpdesk. This involves leading a team of support professionals ensuring high-quality merchant interactions and driving efficiency. The job requires building competency within the team managing projects related to service improvement and controlling attrition. Strong internal stakeholder management relationship building problem analysis and the ability to navigate ambiguity are crucial for success in this role.

Job Objective: (How does the role impact the overall business Provide a brief within 3-4 sentences)

The Associate Manager (AM) for the Merchant Helpdesk is expected to be the functional owner of merchant support operations. This includes direct responsibility for the in-house helpdesk team and potentially overseeing performance at any outsourced partner facilities. The AM will drive performance productivity and quality metrics for their team focusing on the growth and development of team members. Additionally the AM will play a pivotal role in identifying and implementing process excellence projects designed to positively impact merchant satisfaction operational efficiency and key performance indicators.

Role Expectations:

• Responsible to drive key initiatives process improvements and resolution of key challenges that are identified in the Merchant support process
• Monitor day to day operational tasks & metrics
• Close partnership with service leaders training and quality managers & Business Analysts and other internal functional stakeholders
• Create and develop critical operational processes to support the changing regulatory landscape and firm initiatives
  
  
• Identify opportunities to build new tools and improve existing process flows and controls
  
  
• Effective team building by leveraging organization talent frameworks to drive performance discipline learning and development
  
  
• Monitor and improve key operational metrics ensuring customer satisfaction is at its highest
  
  
• Ensure a positive collaborative and cohesive team environment

Eligibility:

• Minimum 5-7 years handling support operations
• Experience handling customer/ Merchant complaints and regulatory inquiries
• Expert Microsoft Office skills (word excel power point outlook)
• Ability to switch tasks as needed while staying extremely organized
• At least two years of experience in a people management role
• Excellent communication skills both written and verbal experience making presentations to large and small groups

PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)

• Insurance Benefits - Medical Insurance Critical Illness Insurance Accidental Insurance Life Insurance
• Wellness Program - Employee Assistance Program Onsite Medical Center Emergency Support System
• Parental Support - Maternity Benefit Paternity Benefit Program Adoption Assistance Program Day-care Support Program
• Mobility Benefits - Relocation benefits Transfer Support Policy Travel Policy
• Retirement Benefits - Employee PF Contribution Flexible PF Contribution Gratuity NPS Leave Encashment
• Other Benefits - Higher Education Assistance Car Lease Salary Advance Policy

Our inclusive culture promotes individual expression creativity innovation and achievement and in turn helps us better understand and serve our customers. We see ourselves as a place for intellectual curiosity ideas and debates where diverse perspectives lead to deeper understanding and better quality results. PhonePe is an equal opportunity employer and is committed to treating all its employees and job applicants equally; regardless of gender sexual preference religion race color or disability. If you have a disability or special need that requires assistance or reasonable accommodation during the application and hiring process including support for the interview or onboarding process please fill out this form.

Read more about PhonePe on our blog.

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