Associate - Customer Success Partner
Associate - Customer Success Partner
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Job Description
Razorpay was founded by Shashank Kumar and Harshil Mathur in 2014. Razorpay is building a new-age digital banking hub (Neobank) for businesses in India with the mission is to enable frictionless banking and payments experiences for businesses of all shapes and sizes. What started as a B2B payments company is processing billions of dollars of payments for lakhs of businesses across India.
Merchant Query Resolution :
Act as the first point of contact for merchant issues raised through tickets calls or emails ensuring prompt and accurate responses.
Day-to-Day Support :
Monitor transactions settlements and refund flows; flag anomalies and coordinate with internal teams for timely resolution.
Documentation & SOP Adherence :
Maintain accurate documentation of cases update internal systems and strictly follow SOPs to ensure consistent service delivery.
Cross-Functional Coordination :
Collaborate with risk finance and product teams to ensure queries are routed and resolved effectively.
Merchant Education :
Help merchants understand platform features reporting tools and basic troubleshooting steps to improve self-serve rates.
Reporting & Data Entry :
Assist in preparing basic MIS reports and trackers to provide visibility on merchant issues and resolutions.
Escalation Handling (L1) :
Flag potential escalations to the Senior Associate or Manager with context and suggested next steps.
Process Improvement Suggestions :
Proactively share observations and feedback on recurring merchant pain points to help improve internal processes.
Education: Bachelors degree in Business Administration Operations or a related field.
Experience: Minimum 23 years of experience in customer service operations or a similar domain.
Knowledge of Payment Ecosystem: Familiarity with UPI Net Banking Card Payments eNACH settlement processes and refund mechanisms.
Key Competencies
- Customer-Centric Approach
- Leadership and Team Building
- Strategic Thinking and Problem Solving
- Expertise in Payment Ecosystem
- Data-Driven Decision Making
- Collaboration and Interpersonal Skills
- Be part of a dynamic and fast-growing team in the fintech space.
- Opportunity to work on high-impact projects and drive customer satisfaction.
- Collaborative work culture focused on innovation and excellence.
Required Experience:
IC
Employment Type
Full Time
