Role Purpose

To monitor payment flows across fintech platforms and payment partners, support merchants and agents, and ensure all payment-related issues are identified, logged, followed up, and resolved in a timely and structured manner.

Key Responsibilities

A. Payment Monitoring & Testing

- Run daily and weekly payment tests across all payment service providers (PSPs), merchants, and payment channels.
- Record results clearly with screenshots, timestamps, and issue notes.
- Re-test after fixes to confirm resolution.
- Report unusual patterns such as delays, reversals, or repeated failures.
- Monitor transaction performance and identify operational risks proactively.

B. Merchant & Transaction Support

- Respond to merchant queries related to payments, settlements, transaction status, and delays.
- Track each issue until closure and provide timely updates to merchants and internal teams.
- Escalate repeated or high-risk issues to the Operations Manager.
- Coordinate with internal teams to ensure smooth issue resolution.

C. Ticketing & Coordination

- Log every issue in the ticketing system with complete and accurate details.
- Follow up with Product and Tech teams until issues are resolved.
- Verify fixes before closing tickets.
- Maintain clean and accurate ticket history for future reference and tracking.
- Ensure proper communication and coordination between departments.

D. Documentation & Knowledge Base

- Maintain FAQs, troubleshooting guides, SOPs, and operational documentation.
- Convert repeated issues into transparent instructions for Customer Service and Operations teams.
- Update documents whenever processes, workflows, or PSP rules change.
- Support process improvement initiatives through proper documentation.

E. Reporting

- Prepare weekly and monthly operational reports covering:




- Issue volume
- PSP-wise failures
- Resolution timelines
- Recurring operational risks
- Share operational insights with the Operations team and Management.
- Maintain accurate operational records and reporting data.

F. Agent & Partner Coordination

- Support agents, merchants, and partners with settlement and transaction-related issues.
- Monitor responsiveness and escalation patterns.
- Coordinate with partners to ensure smooth operational support.
- Flag recurring operational concerns or underperforming partners to management.

Reporting & Escalation

- Reports directly to the Operations Manager.
- Escalates high-impact, critical, or blocked issues immediately.
- Works closely with Customer Service, Tech, Finance, PSPs, merchants, and external partners to ensure operational continuity.

Pay: ₹10,806.31 - ₹31,470.59 per month

Application Question(s):

- 1. Do you have experience monitoring payment transactions, payment gateways (PSPs), or payment processing operations in a fintech, payments, banking, or related environment? (Yes/No)

2. Have you previously managed and tracked operational issues or support tickets, coordinating with multiple teams (such as Tech, Product, Finance, or Customer Support) until resolution? (Yes/No)

3. Do you have experience supporting merchants, partners, or clients with transaction-related issues, settlements, payment failures, or reconciliation queries? (Yes/No)

- Have you previously managed and tracked operational issues or support tickets, coordinating with multiple teams (such as Tech, Product, Finance, or Customer Support) until resolution?
- Do you have experience in the fintech, payments, banking, or financial services industry, supporting merchants, agents, or payment partners?

Language:

- Hindi and English (Required)

Work Location: Remote

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