Merchant Support Lead

3 hours ago

Bengaluru, Karnataka, India Paywize Full time ₹ 3,00,000 - ₹ 6,00,000 per year

About Paywize

Paywize is building India's first Fintech Operating System, powering businesses with secure and scalable solutions for payouts, collections, connected banking, and digital financial services. Our platforms handle high-volume, transaction-heavy systems for enterprises, banks, and startups, enabling faster growth with trust and compliance.

About the Role

The Merchant Support Lead oversees daily support operations for merchants, ensuring timely resolution of inquiries, technical issues, and service requests. This role acts as the primary liaison between merchants and internal teams, driving service excellence, optimizing processes, and ensuring a seamless merchant experience.

Key Responsibilities

  • Lead and manage the merchant support team, including training, coaching, scheduling, and performance evaluation.
  • Serve as an escalation point for complex merchant issues, ensuring quick and effective resolution.
  • Oversee day-to-day support activities such as onboarding assistance, transaction troubleshooting, system navigation, and account maintenance.
  • Maintain deep knowledge of company products, payment systems, and merchant tools to provide expert guidance.
  • Collaborate with Product, Engineering, Risk, and Operations teams to address recurring issues and improve support processes.
  • Analyze merchant feedback and support data to identify trends and recommend service improvements.
  • Develop and maintain standard operating procedures (SOPs) to enhance support efficiency and consistency.
  • Ensure service-level agreements (SLAs) and performance metrics are met or exceeded.
  • Prepare and present regular reports on team performance, merchant satisfaction, and operational challenges.
  • Support merchant training sessions, onboarding workshops, or product walkthroughs as needed.

Qualifications

  • Bachelor's degree in Business, Communications, Information Technology, or a related field (preferred).
  • 5+ years of experience in merchant support, customer service, or technical support, with at least 1–2 years in a supervisory or lead role.
  • Strong understanding of payment systems, e-commerce platforms, POS devices, or merchant services.
  • Excellent troubleshooting, analytical, and decision-making skills.
  • Strong leadership and team-management abilities.
  • Exceptional communication and interpersonal skills.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Proficiency with CRM/ticketing tools (e.g., Zendesk, Freshdesk, Salesforce).

Core Competencies

  • Team Leadership
  • Merchant Relationship Management
  • Technical Troubleshooting
  • Process Improvement
  • Data Analysis & Reporting
  • Problem Solving
  • Communication & Collaboration
  • Customer Experience Management

Job Type: Full-time

Pay: ₹300, ₹600,000.00 per year

Application Question(s):

  • Total Merchant Support Lead experience (years)?
  • What types of merchant accounts or products have you supported (e.g., digital payments, POS, wallets, lending)?
  • Have you led a team before? If yes, how many people did you manage and in what capacity?
  • How do you ensure your team meets SLAs, KPIs, and quality standards?
  • Current CTC (₹ per annum)?
  • Expected CTC (₹ per annum)?
  • Earliest joining date (Immediate / Serving Notice – specify date)?
  • Current Location (City)?
  • Native / Hometown Location?
  • Highest Education Qualification?
  • Year of Completion?

Work Location: In person

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