Associate - Customer Success (Merchant Escalations - B2B)

Cashfree Payments
India
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 2-4 yearsSkills: ["Communication","Interpersonal skills","Process orientation","Proactivity","Analytical thinking"]

Serve as the first point of contact for B2B merchants escalating payment gateway issues, from onboarding and settlements to refunds, disputes, and chargebacks. Resolve merchant problems via email, chat, and calls while meeting SLAs/TAT. Support payment integrations (API, SDKs, plug-ins, S2S, webhooks), collaborate with Tech/Finance/Risk/Product/Operations, and guide merchants on KYC and compliance. Produce transaction/settlement reports and improve processes through insights and a shared knowledge base.

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FursaFursa
Cashfree Payments
Cashfree Payments
4 months ago

Associate - Customer Success (Merchant Escalations - B2B)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Serve as the first point of contact for B2B merchants escalating payment gateway issues, from onboarding and settlements to refunds, disputes, and chargebacks. Resolve merchant problems via email, chat, and calls while meeting SLAs/TAT. Support payment integrations (API, SDKs, plug-ins, S2S, webhooks), collaborate with Tech/Finance/Risk/Product/Operations, and guide merchants on KYC and compliance. Produce transaction/settlement reports and improve processes through insights and a shared knowledge base.
Location: India
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Act as the first point of contact for merchants on payment gateway queries (onboarding, settlements, refunds, disputes, chargebacks, and integrations).
  • •Resolve merchant issues through email, chat, and calls while maintaining defined SLAs and TAT.
  • •Support merchants with payment integration using APIs, SDKs, plug-ins, S2S, and webhooks.
  • •Collaborate with internal teams (Tech, Finance, Risk & Compliance, Product, Operations) to resolve escalations.
  • •Generate, analyze, and share transaction and settlement reports; identify recurring issues and contribute to process improvements and knowledge base/FAQs.

Key Requirements

  • •2-4 years of relevant experience in customer support, preferably in a fintech background.
  • •Proficient verbal and written English.
  • •Experience using customer support tools/CRMs such as Intercom, Front, or Freshdesk (preferred).
  • •Process-oriented, proactive, result-driven approach with strong interpersonal skills to understand merchant needs and resolve issues properly.
  • •Strong analytical thinking and ability to learn back-end operations and fintech products quickly.
Experience:2-4 yearsFintechStartup ecosystemTechnology organizationsProduct/technology-driven organization
Skills:CommunicationInterpersonal skillsProcess orientationProactivityAnalytical thinking
Languages:English
Tech Stack:IntercomFrontFreshdeskCRMAPISDKS2SWebhooksPlug-ins

Company Brief

Cashfree Payments
Provides payment gateway and payouts infrastructure for businesses, enabling online payments, vendor disbursements, and recurring collections. Serves merchants with APIs, checkout tools, banking integrations, and payment processing across cards, UPI, net banking, and wallets.
Industry: Payments
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: Bengaluru, India
Founded: 2015
WebsiteLinkedIn