Associate - Customer Success (Merchant Escalations)

Role: Associate - Customer Success

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 2-3 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 Strong 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