Role: Associate - Customer Success

Roles & Responsibilities:

• Act as the first point of contact for merchants on payment gateway–related queries (onboarding, settlements, refunds, disputes, chargebacks, integrations).

• Provide timely resolution to merchant issues through email, chat, and calls while maintaining defined SLAs and TAT.

• Assist merchants with payment integration support (API, SDK, plug-ins, S2S, webhooks).

• Work with internal teams (Tech, Finance, Risk & Compliance, Product, Operations) to resolve escalations.

• Guide merchants on KYC, compliance, and regulatory requirements.

• Generate, analyze, and share transaction and settlement reports with merchants.

• Identify recurring issues, suggest process improvements, and contribute to building knowledge base/FAQs.

• Support merchants during new feature rollouts and provide product training when required.

Required Skills:

• Minimum 2-3 years of relevant experience in Customer Support, preferably from a fintech background

• Proficient in verbal and written English

• Candidates who have already worked with Intercom, Front, Freshdesk or any Customer Support CRM would be preferred

• Process oriented, proactive and result driven individual

• Strong interpersonal skills with the ability to understand the merchant’s requirements to ensure proper resolution

• Quick learner with an analytical mind to understand back end operations and fintech product

Good to have:

• Experience in FinTech / Technology organizations

• Experience in startup ecosystem or a product/Technology driven organization