Associate - Merchant Operations -Escalations Team

Paytm; Indore District; On-site; INR 300,000 - 540,000; Full time

Job summary

Paytm is seeking a Merchant Helpdesk professional to handle merchant escalations, resolve high-priority issues, and proactively assist merchants to ensure timely resolutions. The role focuses on delivering exceptional merchant satisfaction through ownership of cases.

The candidate should have strong English communication, critical thinking, and escalation management experience, with a graduate degree. The team operates with rotational shifts and emphasizes data-driven operational excellence.

Qualifications

• 1+ years of experience in a similar role.
• Strong critical thinking and problem-solving abilities.
• Excellent command of English communication.
• Proven experience in Escalation Management.

Responsibilities

• Resolve merchant complaints via RBI, nodal officers, social media, or senior management.
• Understand query, coordinate with internal stakeholders, and meet defined TATs.
• Prepare Root Cause Analysis (RCA) reports for escalations.
• Maintain high CSAT scores and prevent repeat escalations.
• Work in rotational shifts.
• Communicate clearly, both written and verbal.

Skills

Critical thinking

English communication

Escalation Management

Education

Graduate in any discipline

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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