Associate / Senior Associate - Customer Success (B2B Escalations)

Cashfree Payments India Private Limited; Bengaluru; On-site; INR 500,000 - 700,000; Full time

Job summary

Cashfree Payments India Private Limited is seeking Associate/Senior Associate in Customer Success to be the primary contact for merchants on payment gateway related queries, ensuring timely resolution across onboarding, settlements, refunds, disputes, and integrations.

The role involves coordinating with Tech, Finance, Risk & Compliance, Product, and Operations to resolve escalations, and guiding merchants on KYC and regulatory requirements while generating and sharing transaction reports.

Qualifications

• 2–6 years of relevant experience in Customer Support, preferably fintech
• Proficient in verbal and written English
• Experience with customer support tools like Intercom, Front, Freshdesk is preferred

Responsibilities

• Act as the first contact point for merchants on payment gateway queries (onboarding, settlements, refunds, disputes, chargebacks, integrations)
• Provide timely resolution to merchant issues via email, chat and calls while meeting SLAs/TAT
• Assist merchants with payment integration support (API, SDK, plug-ins, S2S, webhooks)
• Collaborate with internal teams to resolve escalations
• Guide merchants on KYC, compliance, and regulatory requirements
• Share transaction and settlement reports with merchants
• Identify recurring issues and contribute to knowledge base improvements
• Support merchants during new feature rollouts and provide product training

Skills

Verbal English

Written English

Customer support

Fintech domain knowledge

Tools

Intercom

Front

Freshdesk

Job description

Role: Associate / Senior Associate - Customer Success

Roles & 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 withpayment 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 reportswith 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 2-6 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