Customer Success Associate

3 weeks ago

Bangalore, India Cashfree Payments Full time

What You'll Do:

  • 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.

What Makes You A Great Fit:

  • Minimum 1-5 years of relevant experience in B2B 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

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