About Us:

Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm’s mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology.

About the Team:

The Merchant Helpdesk Operations team is responsible for delivering seamless merchant support and driving operational excellence across QR, EDC, and Soundbox workflows. The team handles merchant queries related to payments, settlements, devices, and other operational issues through calls and emails, while ensuring timely ticket resolution, SLA adherence, dashboard monitoring, data reconciliation, and SOP compliance. It collaborates closely with Operations, Product, Risk, Tech, and Business teams to enhance merchant experience and operational efficiency.

About the Role:

The Associate will be responsible for monitoring day-to-day operational workflows, managing ticket pendency and ensuring adherence to defined SOPs and SLAs.



The role also involves supporting process initiatives, product suggestions identifying operational gaps, and coordinating with cross-functional teams for timely issue resolution.

Expectations / Requirements:

• Monitor and manage operational support tickets within defined SLA/TAT.
• Maintain daily operational dashboards, trackers, and MIS with high data accuracy.
• Perform reconciliation between operational trackers and backend system data.
• Identify pending cases, aging tickets, and operational exceptions for timely closure.
• Coordinate with Product, Risk, Tech, and Business teams to resolve merchant issues.
• Ensure adherence to approved SOPs and governance guidelines across workflows.
• Validate day on day pending merchant request within SLA and close
• Insights based on the merchant request and interaction, share daily, weekly, or monthly.
• Demonstrate robust analytical th

📌 Merchant Helpdesk (Bengaluru)
🏢 Paytm Payments Services
📍 Bengaluru