Associate - Customer Success Partnernew

3 days ago

Bengaluru Karnataka, India Razorpay Full time

New
- Associate - Customer Success Partner
- Bangalore

Razorpay was founded by Shashank Kumar and Harshil Mathur 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 Razorpay X) and enabling capital availability for businesses (via Razorpay Capital).

**Job Summary**

**Key Responsibilities**
- **Merchant Query Resolution**:

- **Day-to-Day Support**:

- Monitor transactions, settlements, and refund flows; flag anomalies and coordinate with internal teams for timely resolution.
- **Documentation & SOP Adherence**:

- Maintain accurate documentation of cases, update internal systems, and strictly follow SOPs to ensure consistent service delivery.
- **Cross-Functional Coordination**:

- Collaborate with risk, finance, and product teams to ensure queries are routed and resolved effectively.
- **Merchant Education**:

- Help merchants understand platform features, reporting tools, and basic troubleshooting steps to improve self-serve rates.
- **Reporting & Data Entry**:

- Assist in preparing basic MIS reports and trackers to provide visibility on merchant issues and resolutions.
- **Escalation Handling (L1)**:

- Flag potential escalations to the Senior Associate or Manager with context and suggested next steps.
- **Process Improvement Suggestions**:

- Proactively share observations and feedback on recurring merchant pain points to help improve internal processes.

**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.

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