About the Role

We are looking for a proactive and customer-focused Operations Executive to manage merchant support operations for our fintech products, including payment devices, QR solutions, soundboxes, and related services. The role involves handling merchant queries, coordinating with internal teams, ensuring timely issue resolution, and maintaining high service standards.

Key Responsibilities
Handle inbound and outbound calls, emails, and support tickets from merchants.
Register, track, and resolve merchant queries related to onboarding, device deployment, payments, settlements, and technical issues.
Coordinate with field operations, logistics, technical support, banking partners, and product teams for issue resolution.
Monitor and follow up on pending cases to ensure closure within defined SLAs.
Maintain accurate records of merchant interactions and update CRM/ticketing systems.
Assist merchants with product usage, troubleshooting, and service requests.
Escalate critical issues to relevant stakeholders and ensure timely updates to merchants.
Prepare daily, weekly, and monthly reports on support performance and issue trends.




Identify recurring merchant issues and recommend process improvements.
Support deployment and activation operations for fintech products when required.

Required Skills & Qualifications
Graduate in any discipline.
1–3 years of experience in customer support, operations, fintech, banking, payments, or merchant servicing.
Good verbal and written communication skills in English and Hindi.
Solid problem-solving and coordination abilities.
Proficiency in MS Excel, Google Sheets, and CRM/ticketing tools.
Ability to manage multiple tasks and work in a fast-paced workplace.
Customer-centric approach with attention to detail.

Preferred Experience
Experience in payment solutions, QR code business, POS devices, Soundbox deployments, merchant acquiring, or banking operations.
Familiarity with UPI, payment gateways, settlement processes, and merchant onboarding.
Experience working with banks, payment aggregators, or fintech companies

Pay: ₹350,000.00 - ₹500,000.00 per year

Advantages:
Leave encashment
Paid sick time
Paid time off
Provident Fund

Work Location: In person

📌 Customer Success Operations Executive Gurugram
🏢 Proxgy
📍 Gurugram