Position : Customer Success Executive

Location : Sea woods Navi Mumbai

Company Overview : ( BizPay ) We are a rapid-growing fintech startup providing secure and seamless payment gateway solutions to businesses across e-commerce, retail, and enterprise sectors. Our platform enables online payments, UPI, cards, net banking, wallets, and real-time settlements with advanced analytics and fraud prevention systems.

Responsibilities :

- Key Responsibilities

1. Merchant Onboarding & Integration

- Manage end-to-end onboarding of new merchants.
- Coordinate API integration between merchant and tech team.
- Assist merchants with KYC documentation and compliance.
- Ensure smooth go-live and first transaction success.

2. Payment Flow & Technical Understanding

- Understand complete payment flow (Customer → Gateway → Bank → Settlement).

- Monitor transaction success rates and decline reasons.

- Coordinate with banks and tech teams to resolve payment failures.

- 3. Merchant Relationship Management :

- Act as SPOC for assigned merchant accounts.

- Conduct regular performance review calls.

- Provide insights on improving transaction success rates.

- Share updates on new features (UPI AutoPay, EMI, subscription billing, etc.). 4. Issue Resolution & Escalation Management

- Manage merchant tickets and ensure SLA adherence.

- Identify root causes for transaction failures.

- Escalate technical issues internally and track until closure.

- Ensure zero compliance or settlement escalations.

5. Retention & Revenue Growth

- Identify upsell opportunities (value-added services, fraud tools, analytics).




- Work with sales team for merchant account expansion.
- Monitor churn risk and ensure timely intervention.
- Support renewal and pricing discussions.

6. Reporting & Analytics

- Analyze transaction trends, volume growth, and chargeback ratios.

- Prepare monthly merchant performance reports.

- Track KPIs such as:

- Transaction Success Rate (TSR)

- TAT for issue resolution

- Merchant Retention Rate

- Settlement accuracy

- CSAT score

Required Skills :

- 2-3 years experience in fintech / payment gateway / banking operations.

- Strong understanding of:

- UPI, Cards, Net Banking, Wallet payments

- Settlement & reconciliation process

- Chargebacks & disputes

- Basic API understanding (REST APIs preferred).

- Excellent communication & stakeholder management skills.

- Knowledge of RBI compliance basics (preferred).

- Proficiency in MS Excel & CRM tools.

Qualifications :

- Bachelor's degree in Business Administration, Marketing, Finance, or related field; MBA preferred.
- Proven track record of success in B2B sales, business development, or account management, preferably within the fintech or SaaS industry
- Excellent communication, negotiation, and interpersonal skills with the ability to engage and influence diverse audiences.
- Strategic thinker with a results-driven mindset and a passion for driving business growth.

Job Types : Full-time, Permanent

Pay: ₹30,000.00 - ₹35,000.00 per month

Education :

- Bachelor's (required)

Experience :

- Customer service: 1 year (required)

Language :

- English (required)
- Hindi (preferred)

Work Location: In person

📌 Customer Success Executive -fintech (Panvel)
🏢 Inscite Fintech Solutions
📍 Panvel