About Dodo Payments
Dodo Payments is the Monetisation Engine for AI-native products. We're a Merchant of Record + Billing & Monetization platform that helps SaaS, AI, and digital businesses accept payments globally, automate billing (subscriptions, usage-based, one-time), and stay fully compliant with taxes and regulations in 220+ countries.
We're growing fast and need someone on the frontlines making sure our customers get quick, clear, and helpful support.
Role Overview
We're hiring a
Customer Excellence Associate to be the first point of contact for our customers - developers and founders building AI and SaaS products. You'll handle support queries, troubleshoot issues, and make sure every interaction leaves the customer feeling heard and helped.
You don't need to be a fintech expert on day one but you need to be curious enough to learn how payments, billing, and compliance work, and sharp enough to explain it clearly to customers.
This is a remote role reporting to the founders.
What You'll Do
- Respond to customer queries across email, chat, and support channels quickly and clearly
- Troubleshoot payment, billing, and integration issues by working with internal teams
- Guide customers through onboarding, setup, and common workflows on the platform
- Escalate complex technical or compliance issues to the right teams with proper context
- Document common issues and contribute to our knowledge base and FAQs
- Track patterns in customer questions and surface product feedback to the team
- Learn Dodo's product deeply understand MoR flows, billing models, tax compliance, and payment methods well enough to explain them simply
What You Bring
- 02 years of experience in customer support, CX, or client-facing roles
- Strong written and verbal communication you write clearly, respond thoughtfully, and don't rely on canned templates
- Fast learner you can pick up new concepts quickly and aren't intimidated by technical or financial topics
- Genuine interest in understanding fintech payments, billing, subscriptions, compliance
- Comfortable working remotely with discipline and ownership
- Patient, empathetic, and detail-oriented in how you handle customer issues
Nice to Have
- Prior experience in SaaS, fintech, or developer-facing products
- Familiarity with support tools like Intercom, Freshdesk, Zendesk, or similar
- Basic understanding of APIs, webhooks, or developer workflows
- Experience writing help docs or knowledge base articles
What This Role Is Not
- Not a scripted call centre role you'll think on your feet and own conversations
- Not a passive ticket-closer you care about actually solving the problem
- Not a role where you wait for instructions you learn, adapt, and improve independently
Why Join Dodo Payments
- Get deep exposure to global payments and fintech infrastructure
- Work directly with the founding team in a fast-moving environment
- Remote-friendly with real ownership over your work
- Opportunity to grow into senior CX, product, or ops roles as the team scales
Compensation
- CTC: 5 LPA
- Health insurance
- Fully remote
Skills: customer,knowledge base,fintech
