Associate - Customer Success (Merchant Escalations - B2B)

Cashfree Payments; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Cashfree Payments is seeking an Associate - Customer Success (Merchant Escalations - B2B) to be the first point of contact for merchants on payment gateway queries, onboarding, settlements, refunds, disputes and integrations.

You will resolve issues promptly via email, chat and calls within defined SLAs, coordinate with Tech, Finance, Risk & Compliance, Product, and Operations, and guide merchants on KYC and regulatory requirements. Experience in fintech support is preferred.

Qualifications

• 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.

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.

Skills

Customer Support

Fintech

English Proficiency

CRM Tools

Tools

Intercom

Front

Freshdesk

Job description

Role: Associate - Customer Success (Merchant Escalations - B2B)

• 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