Associate / Senior Associate - Customer Success (B2B Escalations)

Job detailsApplication formRole: Associate - Customer Success (Merchant Escalations - B2B)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 2-4 years of relevant experience in Customer Support, preferably from a fintech backgroundProficient in verbal and written EnglishCandidates who have already worked with Intercom, Front, Freshdesk or any Customer Support CRM would be preferredProcess oriented, proactive and result driven individualStrong interpersonal skills with the ability to understand the merchant’s requirements to ensure proper resolutionQuick learner with an analytical mind to understand back end operations and fintech productGood to have:Experience in FinTech / Technology organizationsExperience in startup ecosystem or a product/Technology driven organizationApply for this positionAutofill from resumeSave time by uploading your resume. (Only PDF or DOCX format supported)Upload filePersonal InformationFirst name*Last name*Email*Phone*🇺🇸+1Address*No options availableLinkedIn URL*ProfileEducation*AddEducation #1RemoveInstitution*Add and select "undefined"DisciplineNo options availableDegree*No options availableLocationNo options availableSummaryStart DateEnd DateExperience*AddExperience #1RemoveTitle*Company*Add and select "undefined"IndustryNo options availableLocationNo options availableSummaryStart DateEnd DateResume*Drag and drop files or click to uploadSupported files: .pdf & .docx, up to 20 MBCover LetterDrag and drop files or click to uploadSupported files: .pdf & .docx, up to 20 MBADDITIONAL INFORMATIONWhat is your current CTC? Fixed + Variable?*What is your expected CTC?*What is your notice period?*Which area you put up in Bangalore?*Have you used Freshdesk or any other ticketing tools?*Have you manage B2B Merchant escalations before? If Yes, what type of clients or Merchant you have worked?*Are you okay working in rotational shifts? *YesNoApply for this positionJob detailsApplication form