Payment Failure Resolution - Customer Support

Company Description Hiring for a US Based D2C.

CTC: Upto 6 LPA

Role Description The Payment Processing Customer Support role is a full-time, remote position. The role involves handling customer queries related to payments, billing, and transaction status through phone, email, and chat. The individual will review and verify payment details, troubleshoot processing issues, and coordinate with internal finance and operations teams to resolve discrepancies. Daily responsibilities include documenting cases in support systems, following established procedures for refunds and adjustments, and ensuring compliance with company policies. The role also requires monitoring service levels, providing clear and empathetic communication, and identifying recurring issues to suggest process improvements.

Qualifications

• Strong customer service and communication skills, with the ability to handle inquiries professionally and clearly.
• Basic knowledge of payment processing, or financial transactions, and comfort working with numerical data.
• Proficiency in using CRM or ticketing tools, and familiarity with common office software (e.g., spreadsheets, email, documentation tools).
• Problem-solving and analytical abilities to investigate payment issues and follow structured resolution steps.
• Attention to detail and accuracy in data entry, documentation, and record-keeping.
• Ability to work on-site in Gurgaon, collaborate with cross-functional teams, and manage time in a fast-paced environment.
• Prior experience in customer support, call center operations, or financial services support is beneficial.
• Relevant education in business, finance, commerce, or a related field is preferred but not mandatory for strong candidates with practical experience.