Customer Excellence Support Job ID: 418998

Dodo Payments, Inc.; India; On-site; INR 350,000 - 500,000; Full time

Job summary

Dodo Payments, Inc. is seeking a Customer Excellence Associate to be the first point of contact for merchants. You will handle queries via email and chat, guide onboarding, and resolve issues while learning payments, billing, and compliance concepts.

You should be curious, quick to learn, and capable of explaining fintech topics clearly. This role requires in-office collaboration and offers growth into senior support and operations.

Qualifications

• 1–2 years of experience in a customer-facing or support role.
• Strong written and verbal English communication.
• Fast learner who can grasp technical topics quickly.
• Genuine interest in fintech—payments, billing, and compliance.
• Excellent attention to detail and ability to manage multiple conversations.
• Familiarity with support tools like Intercom, Zendesk, Freshdesk is a plus.
• Proactive ownership and willingness to work in-office as part of a close-knit team.
• Comfortable with Rotational Shift.

Responsibilities

• Respond to customer queries across email, chat, and support channels with speed, accuracy, and empathy.
• Troubleshoot payment, billing, and integration issues with internal teams and drive to resolution.
• Guide new merchants through onboarding, setup, and common workflows on the platform.
• Escalate complex technical or compliance issues with proper context.
• Document common issues and contribute to our help center, knowledge base, and FAQs.
• Spot recurring pain points and feed back to product, engineering, and operations teams.
• Learn Dodo's MoR flow, billing models, tax compliance, and payment methods and explain them simply.
• Maintain high CSAT and first-response time standards.

Skills

Customer support

Written English

Verbal English

Fast learner

Fintech interest

Attention to detail

Multitasking

Support tools

Proactive ownership

Rotational shifts

Tools

Intercom

Zendesk

Freshdesk

Job description

About Dodo Payments

Dodo Payments is the Monetisation Engine for AI-native products. We're a Merchant of Record + Billing & Monetization platform that helps SaaS, AI, and digital businesses accept payments globally, automate billing (subscriptions, usage-based, and one-time), and stay fully compliant with taxes and regulations in 220+ countries. We're growing fast and need people on the frontlines making sure our merchants get quick, clear, and helpful support.

Role Overview

As a Customer Excellence Associate, you are the first person our merchants talk to when they need help. You will resolve support queries across chat and email, guide customers through onboarding and everyday product questions, and make sure every interaction leaves them confident in Dodo Payments.

You don't need to be a fintech expert on day one - but you do need to be curious enough to learn how payments, billing, and compliance work, and sharp enough to explain it clearly. This is an ideal role for someone early in their career who is genuinely excited about helping people, solving problems, and learning the ins and outs of a fast-growing payments company.

What You'll Do

• Respond to customer queries across email, chat, and support channels with speed, accuracy, and empathy.

• Troubleshoot payment, billing, and integration issues by working with internal teams, and follow through to resolution.

• Guide new merchants through onboarding, setup, and common workflows on the platform.

• Escalate complex technical or compliance issues to the right teams with proper context.

• Document common issues and contribute to our help center, knowledge base, and FAQs.

• Spot recurring pain points and share feedback with product, engineering, and operations teams.

• Learn Dodo's product deeply - MoR flow, billing models, tax compliance, and payment methods - well enough to explain them simply.

• Maintain a high standard of response quality and customer satisfaction (CSAT / first-response time).

What You Bring

• 1–2 years of experience in a customer-facing or support role.

• Strong written and verbal English communication - you write clearly, respond thoughtfully, and don't rely on canned templates.

• Fast learner - you pick up new concepts quickly and aren't intimidated by technical or financial topics.

• Genuine interest in understanding fintech - payments, billing, subscriptions, and compliance.

• Strong attention to detail and the ability to manage multiple conversations at once.

• Comfort learning new software tools quickly; basic familiarity with support tools (e.g., Intercom, Zendesk) is a plus.

• A proactive, ownership-driven attitude and willingness to work in-office as part of a close-knit team.

• Comfortable with Rotational Shift

Nice to Have

• Prior experience in customer support, success, or a client-facing role.

• Prior experience in SaaS, fintech, or developer-facing products.

• Familiarity with support tools like Intercom, Freshdesk, Zendesk, or similar.

• Basic understanding of APIs, webhooks, or developer workflows.

• Exposure to working with global customers across time zones.

What This Role Is Not

• Not a scripted call-centre role - you'll think on your feet and own conversations.

• Not a passive ticket-closer - you care about actually solving the problem.

• Not a role where you wait for instructions - you learn, adapt, and improve independently.

Why Join Dodo Payments

• Work at the ground floor of a fast-scaling global payments company.

• Direct exposure to product, operations, and leadership - your feedback shapes the customer experience.

• Real ownership over your work from day one.

• Clear growth paths into senior support, customer success, and operations roles as the team scales.

A collaborative in-office culture where learning is constant.