Bengaluru, Karnataka

2-5 Years of Experience

Full-Time

The Role

We're looking for a
Product Specialist
to be the first point of contact for our merchants and own their experience on xPay. This is a hands-on role for someone who enjoys solving problems, digging into how things work, and working closely with Tech and Product teams to get issues resolved.

You'll handle merchant queries end-to-end — from understanding and troubleshooting issues to coordinating resolutions, identifying recurring problems, and bringing merchant feedback back to the product and engineering teams.

What You'll Do
- Own merchant queries end-to-end across email, chat, and calls, ensuring issues are understood, investigated, and resolved quickly
- Troubleshoot merchant issues, including basic technical debugging, API/integration issues, payment failures, and product-related problems
- Work closely with Tech, Product, Finance, and Operations to investigate complex issues and drive them to resolution
- Identify recurring issues, product gaps, and merchant feedback,



and translate these into actionable insights for the Product and Tech teams
- Build documentation, FAQs, playbooks, and AI-driven workflows to make merchant support more efficient and scalable

What We're Looking For
- 2–5 years of experience in product support, technical support, customer success, operations, or a similar role, preferably in B2B SaaS or fintech
- Prior startup experience is a must — you've worked in a small team (~30–40 people), are comfortable with ambiguity, and know how to move quickly
- Strong problem-solving skills with the ability to investigate issues, understand root causes, and work through technical problems
- Comfortable with basic technical concepts such as APIs, integrations, payment flows, and troubleshooting
- Strong written and verbal communication skills, with the ability to work effectively with both merchants and internal Tech/Product teams

Why This Role Is Compelling
- Own the merchant expe

📌 Product Specialist (Bengaluru)
🏢 xPay (YC W24)
📍 Bengaluru