About the Team : Join PayU's Customer Success division, the customer-centric backbone ensuring exceptional experiences across India's leading fintech ecosystem. Our team is dedicated to building lasting relationships with merchants and customers through proactive support, strategic problem-solving, and continuous service excellence. We operate at the intersection of technology, finance, and customer advocacy to drive satisfaction, retention, and growth while maintaining PayU's reputation as a trusted payments partner

About the Role : PayU is a leading fintech company and one of the largest payment service providers globally. We enable merchants and consumers to transact seamlessly through our comprehensive suite of financial services and payment solutions. Our mission is to build a world where everybody can access financial services, and we're committed to delivering exceptional customer experiences at every touchpoint. We are seeking a energetic Manager - Customer Support to lead our customer support operations and drive exceptional customer experiences across our fintech platform. This role requires a dynamic leader who can manage high-volume customer interactions while ensuring compliance with financial regulations and maintaining the highest service standards.

Key Responsibilities

Team Leadership and Mangement

Lead and manage a team of 20-30 customer service representatives

Monitor and improve key metrics : CSAT/MSAT, NPS, FCR, AHT, and SLA compliance

Handle escalated customer complaints and complex financial disputes

Develop customer retention strategies and proactive support initiatives

Develop and implement customer service policies, procedures, and best practices

Conduct performance reviews, provide coaching, and manage team development





Create and maintain training programs for new hires and ongoing skill development

Oversee customer support for digital payments, lending, investments, and banking services

Ensure compliance with financial regulations (RBI)

Coordinate with product teams on customer feedback and feature requests

Process Optimization

Implement and optimize customer service technologies and tools

Develop automated solutions and self-service capabilities based on Gen AI Capibilities

Create detailed reporting and analytics on customer service performance

Lead continuous improvement initiatives and cost optimization projects

Process Improvement & Quality Assurance

Identify process gaps and recommend improvements to enhance overall customer experience

Develop and implement customer service protocols and best practices for team standardization

Collaborate with Product, Technical, and Risk teams to address systemic issues and prevent recurrence

Drive customer feedback analysis to identify trends and improvement opportunities

Support quality assurance initiatives and customer satisfaction measurement programs

Team Leadership & Development

Mentor and guide customer support executives in technical and soft skills development

Assist in training new team members on PayU products, processes, and customer service excellence

Support team leads in workflow management, capacity planning, and performance optimization





Lead cross-functional initiatives to streamline support processes and improve response times

Foster a culture of continuous learning and customer-first mindset within the team

Product Advisory & Merchant Consultation

Develop deep expertise in PayU's payment solutions, APIs, integration processes, and merchant tools

Provide consultative support to merchants on payment optimization, best practices, and solution recommendations

Stay updated on industry trends, regulatory changes, and competitive landscape to better serve customers

Contribute to knowledge base documentation, FAQs, and customer communication materials

Act as voice of customer in product discussions and improvement initiatives

Performance Analytics & Reporting

Track and analyze customer support metrics including response times, resolution rates, and satisfaction scores

Generate insights from support data to identify improvement opportunities and resource requirements

Prepare regular reports on team performance, customer feedback trends, and operational excellence

Support strategic decision making with comprehensive analysis of customer issues and market feedback

Drive data-driven approaches to customer success and support optimization

Cross-Functional Collaboration

Partner with Sales, Account Management, and Onboarding teams to ensure seamless customer journey

Work closely with Technical teams to escalate and resolve complex integration and technical issues

Collaborate with Risk and Compliance teams on customer queries related to regulatory requirements

Support Marketing and Communications teams with customer feedback and testimonial collection

Requirements : Essential Qualifications : 2-5 years of experience in Mangerial role in customer support, account management, cli

📌 Manager - Customer Support (Gurugram)
🏢 PayU
📍 Gurugram