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Associate - Customer Success (B2B Escalations) at Cashfree Payments India Private Limited
Bellandur, karnataka, India -
Full Time

Start Date

Immediate

Expiry Date

20 Jul, 26

Salary

0.0

Posted On

21 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Customer Support, Fintech, Payment Gateway, API, SDK, Intercom, Freshdesk, CRM, Dispute Resolution, KYC, Compliance, Reporting, Technical Support, Communication, Analytical Skills

Industry

Financial Services

Description
Role: Associate - Customer Success 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 2-3 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
Responsibilities
The associate will act as the primary point of contact for merchants regarding payment gateway issues, including onboarding, settlements, and disputes. They will also collaborate with internal technical and product teams to resolve escalations and provide training on new features.