What You'll Do:
- Act as the first point of contact for merchants on payment gatewayrelated 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.
What Makes You A Great Fit:
- Minimum 1-5 years of relevant experience in B2B 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
