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About the Team:
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Join PayU's Customer Success division, the customer-centric backbone ensuring exceptional experiences across India's leading fintech ecosystem. Our team is dedicated to building lasting relationships with merchants and customers through proactive support, strategic problem-solving, and continuous service excellence. We operate at the intersection of technology, finance, and customer advocacy to drive satisfaction, retention, and growth while maintaining PayU's reputation as a trusted payments partner
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About the Role:
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PayU is a leading fintech company and one of the largest payment service providers globally. We enable merchants and consumers to transact seamlessly through our comprehensive suite of financial services and payment solutions. Our mission is to build a world where everybody can access financial services, and we're committed to delivering exceptional customer experiences at every touchpoint.
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We are seeking a dynamic Associate Manager - Customer Support to lead customer relationship management and drive service excellence across our diverse merchant ecosystem.
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Responsibilities:
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Customer Relationship Management & Issue Resolution
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Serve as primary point of contact for assigned merchant accounts and escalated customer queries
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Build and maintain strong relationships with key stakeholders including merchants, partners, and internal teams
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Investigate and resolve complex payment-related queries, transaction disputes, and technical issues with urgency
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Handle escalated customer complaints with professionalism while ensuring swift and satisfactory resolution
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Maintain detailed records of customer interactions and issue resolutions in CRM systems
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Process Improvement & Quality Assurance
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Identify process gaps and recommend improvements to enhance overall customer experience
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Develop and implement customer service protocols and best practices for team standardization
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Collaborate with Product, Technical, and Risk teams to address systemic issues and prevent recurrence
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Drive customer feedback analysis to identify trends and improvement opportunities
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Support quality assurance initiatives and customer satisfaction measurement programs
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Team Leadership & Development
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Mentor and guide junior customer support executives in technical and soft skills development
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Assist in training new team members on PayU products, processes, and customer service excellence
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Support team leads in workflow management, capacity planning, and performance optimization
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Lead cross-functional initiatives to streamline support processes and improve response times
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Foster a culture of continuous learning and customer-first mindset within the team
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Product Advisory & Merchant Consultation
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Develop deep expertise in PayU's payment solutions, APIs, integration processes, and merchant tools
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Provide consultative support to merchants on payment optimization, best practices, and solution recommendations
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Stay updated on industry trends, regulatory changes, and competitive landscape to better serve customers
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Contribute to knowledge base documentation, FAQs, and customer communication materials
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Act as voice of customer in product discussions and improvement initiatives
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Performance Analytics & Reporting
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Track and analyze customer support metrics including response times, resolution rates, and satisfaction scores
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Generate insights from support data to identify improvement opportunities and resource requirements
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Prepare regular reports on team performance, customer feedback trends, and operational excellence
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Support strategic decision making with comprehensive analysis of customer issues and market feedback
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Drive data-driven approaches to customer success and support optimization
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Cross-Functional Collaboration
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Partner with Sales, Account Management, and Onboarding teams to ensure seamless customer journey
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Work closely with Technical teams to escalate and resolve complex integration and technical issues
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Collaborate with Risk and Compliance teams on customer queries related to regulatory requirements
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Support Marketing and Communications teams with customer feedback and testimonial collection
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Requirements:
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Essential Qualifications:
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2-5 years of experience in customer support, account management, client servicing, or customer success roles
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Bachelor's degree in any discipline (Business, Commerce, Engineering, or related field preferred)
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Excellent verbal and written communication skills in English and Hindi with skilled demeanor
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Proven track record of managing customer relationships and resolving complex issues effectively
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Strong problem-solving abilities with a
Apply on Kit Job: kitjob.in/job/47axth
📌 Associate Manager - Customer Support (Gurugram)
🏢 PayU
📍 Gurugram