Role: Associate - Customer Success (Merchant Escalations - B2B)

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 2-4 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 - Customer Success (Merchant EscalationsB) (Bellandur)
🏢 Cashfree Payments India Private
📍 Bellandur