Assistant Manager / Manager - Customer Success (Social Media Escalation Management)

We are seeking a dynamic and experienced Assistant Manager/ Manager - Customer Success (Social Media) to join our Customer Success team who will be responsible for developing and executing social media strategies tailored to engage and support our merchant community. You will play a key role in enhancing the overall merchant experience through proactive communication, support, and engagement initiatives across various social media platforms.

What You Will Do:

• Develop strategies to engage with Cashfree merchants across social media platforms including but not limited to Twitter, LinkedIn, Facebook, Instagram, and relevant forums

• Provide timely and helpful responses to merchant queries, feedback, and concerns raised on social media channels, ensuring a positive and satisfactory resolution

• Work with internal teams and resolve Merchant/customer issues promptly

• Plan and execute social media campaigns targeted at increasing merchant awareness, engagement, and adoption of Cashfree’s payment solutions

• Collaborate with internal teams including Customer Success, Product Development, and Marketing to ensure alignment of social media initiatives with overall business objectives

• Act as a liaison between merchants and internal stakeholders, conveying merchant feedback, insights, and requirements to inform product enhancements and service improvements

• Monitor social media performance metrics, analyze trends, and generate reports to track the effectiveness of social media initiatives and share the same with relevant stakeholders, as per the timeline. Utilize insights to optimize strategies and improve merchant support efforts
  
  

What You Will Need:

• Bachelor’s degree in Marketing, Communications, Business Administration, or a related field

• Proven experience of 5 years in social media management and from online payments (B2B) background

• Strong understanding of social media platforms, trends, and best practices

• Excellent written and verbal communication skills with a keen eye for detail

• Ability to empathize with merchants, address their concerns effectively, and maintain a positive brand image

• Proficiency in social media management tools, analytics platforms, and content creation tools

• Creative thinking and problem-solving skills, with the ability to innovate and adapt strategies to evolving merchant needs

• Self-motivated, proactive, and able to work independently and manage team for 3-4 folks