Senior Associate - Customer Success Partner
Senior 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.
End-to-End Ownership of Merchant Issues:
Handle complex or high-value merchant concerns ensuring timely and satisfactory resolution with minimal follow-ups.
Escalation Management:
Take ownership of L2/L3 escalations coordinate with cross-functional teams (Product Risk Tech FinOps) and ensure root cause identification and resolution.
Workflow Optimization & SOP Design:
Identify gaps in current processes and contribute to the creation or improvement of SOPs to enhance resolution efficiency and merchant experience.
Merchant Communication & Stakeholder Alignment:
Maintain clear and professional communication with merchants and internal stakeholders to keep all parties informed on resolution progress.
Operational Reporting & Metrics Tracking:
Track SLAs TATs and resolution quality metrics; generate reports for leadership to monitor performance and identify bottlenecks.
Mentorship & Peer Support:
Guide and mentor junior associates conduct case reviews and ensure adherence to quality and tone standards.
Special Projects & Initiatives:
Lead or contribute to strategic projects such as refund pattern analysis feature enablement audits or new payment flow adoption.
Product Feedback Loop:
Identify and relay recurring merchant feedback or product issues to the product/tech teams for prioritization.
Audit Readiness & Compliance:
Ensure all customer interactions tickets and resolutions are properly documented to support internal or regulatory audits.
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:
Senior IC
Employment Type
Full Time
