Role: Associate / Senior 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 2-6 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

* Robust 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

📌 Associate / Senior Associate - Customer SuccessB Escalations) (Bellandur)
🏢 Cashfree Payments India Private
📍 Bellandur