Senior Associate

Razorpay was founded by and 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 We are a full-stack financial services organisation committed to helping Indian businesses with comprehensive and innovative payment and business banking solutions built over robust technology to address the entire length and breadth of the payment and banking journey for any business Over the past year we ve disbursed loans worth millions of dollars in loans to thousands of businesses In parallel Razorpay is reimagining how businesses manage money by simplifying business banking via and enabling capital availability for businesses via Job Summary We are looking for a proactive and detail-oriented Associate Customer Success Partner to support day-to-day merchant operations and deliver outstanding customer experience The ideal candidate will assist in resolving merchant queries ensuring smooth transaction flows and coordinating with cross-functional teams for timely issue resolution A basic understanding of payment methods and reconciliation processes will be an added advantage This role is a great opportunity for someone who is eager to learn and grow in the fintech customer success space Key Responsibilities 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 Required Skills Qualifications Education Bachelor s degree in Business Administration Operations or a related field Experience Minimum 2-3 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 Why Join Us 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 Razorpay believes in and follows an equal employment opportunity policy that doesn t discriminate on gender religion sexual orientation colour nationality age etc We welcome interests and applications from all groups and communities across the globe Follow us on