About the Team:
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

About the Role:
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. We are seeking a dynamic Manager - Customer Support to lead our customer support operations and drive exceptional customer experiences across our fintech platform.



This role requires a dynamic leader who can manage high-volume customer interactions while ensuring compliance with financial regulations and maintaining the highest service standards.

Key Responsibilities

Team Leadership and Mangement

Lead and manage a team of 20-30 customer service representatives

Ensure superior customer experience across all touchpoints (phone, chat, email, social media)

Monitor and improve key metrics: CSAT/MSAT, NPS, FCR, AHT, and SLA compliance

Handle escalated customer complaints and complex financial disputes

Develop customer retention strategies and proactive support initiatives

Develop and implement customer service policies, procedures, and best practices

Conduct performance reviews, provide coaching, and manage team development

Create and maintain training programs for recent hires and ongoing skill development

Oversee customer support for digital payme

📌 Manager (Gurugram)
🏢 PayU
📍 Gurugram