Customer Success Associate

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

Job summary

A leading fintech company in Bengaluru is looking for a Customer Support professional. The role involves assisting merchants with payment gateway queries, integration support, and collaboration with internal teams. Candidates should have 1-5 years of B2B customer support experience, preferably in fintech, and strong communication skills. This is a full-time entry-level position.

Qualifications

• 1-5 years in B2B Customer Support, preferably in fintech.
• Proficient in English, both verbal and written.
• Experience with customer support CRMs like Intercom or Freshdesk.

Responsibilities

• Act as the first contact for merchants on payment queries.
• Resolve merchant issues via email, chat, and calls.
• Assist with payment integration support.
• Work with internal teams to resolve escalations.
• Guide on KYC, compliance, and regulatory requirements.

Skills

B2B Customer Support

Verbal and written English

Intercom usage

Freshdesk knowledge

Analytical thinking

Interpersonal skills

Job description

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.

What Makes You A Great Fit

• Minimum 1-5 years of relevant experience in B2B 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

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Customer Service