Associate - Customer Success (Merchant Escalations - B2B)

Role: 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 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