Associate - Merchant Operations -Escalations Team

Paytm; Bengaluru; On-site; INR 450,000 - 600,000; Full time

Job summary

Paytm is seeking a Merchant Helpdesk specialist to manage merchant escalations with high priority, resolve issues promptly, and ensure a positive merchant experience. You will work with RBI and nodal officers, coordinate with internal teams, and prepare RCA reports to drive timely resolutions.

Role requires strong English communication, 1+ year in a similar role, and a graduate qualification. Rotational shifts are part of the work model, with emphasis on ownership and accountability.

Qualifications

• 1+ years of experience in a similar role.
• Strong critical thinking and problem-solving abilities.
• Excellent command of English communication (written and verbal).
• Proven experience in Escalation Management.
• Graduate in any discipline (preferred).

Responsibilities

• Resolve merchant complaints via RBI, nodal officers, social media, or senior escalations.
• Coordinate with internal stakeholders to meet defined turn-around times.
• Prepare Root Cause Analysis (RCA) reports for escalations.
• Maintain CSAT scores and avoid repeat escalations.
• Demonstrate flexibility to work in rotational shifts.
• Exhibit clear and innovative written and verbal communication.

Skills

Similar role exp

Critical thinking

English communication

Escalation Mgmt

Graduate preferred

Education

Graduate degree (preferred)

Job description

Job Description:

About the Team

This role is part of the Merchant Helpdesk (MHD) team. The MHD team is responsible for delivering a

seamless and differentiated experience to Paytm Merchants through optimized operational processes

driven by data analytics. As a service-focused team, we operate in a fast-paced environment where every day brings new challenges, and our goal is to ensure that every merchant interaction ends with a positive experience.

About the Role

Handle merchant escalations and resolve them on a high-priority basis.

Proactively assist merchants to ensure timely and effective resolution of issues.

Deliver exceptional merchant satisfaction through ownership and accountability of cases.

Key Responsibilities / Expectations

• Resolve merchant complaints received through RBI, nodal officers, social media channels, or senior management escalations.
• Understand the nature of each query, coordinate with internal stakeholders, and ensure resolution within defined TATs.
• Prepare Root Cause Analysis (RCA) reports for escalations received.
• Ensure adherence to agreed turnaround times to meet productivity and quality benchmarks.
• Maintain high CSAT scores and ensure no repeat escalations for handled cases.
• Demonstrate flexibility to work in rotational shifts.
• Exhibit innovation and clarity in both written and verbal communication.

Skills & Experience (Superpowers)

• 1+ years of experience in a similar role.
• Strong critical thinking and problem-solving abilities.
• Excellent command of English communication (written and verbal).
• Proven experience in Escalation Management.
• Graduate in any discipline (preferred).

Why Join Us

Be part of a collaborative, outcome-driven environment powered by technology.

Opportunity to contribute to business growth through cross-sell and value-addition initiatives.

Receive holistic 360-degree feedback from peer teams and stakeholders.

Work in a culture where respect is earned through performance and collaboration.

Requirements: