Associate - Customer Success (Merchant Escalations - B2B)

CashPayments
Bengaluru, Karnataka, India
Salary not specified
Posted
Full-time
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Job Description

Role: Associate - Customer Success (Merchant Escalations - B2B) Roles & Responsibilities: - 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. Required Skills: - Minimum 2-4 years of relevant experience in 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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About CashPayments

Financial Services
Bengaluru, India
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