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: