Customer Success Lead

AndPayments; Dadri; On-site; INR 600,000 - 1,200,000; Full time

Job summary

AndPayments is building the next-generation payments stack for Indian businesses. You will own customer support and customer success across chat, email and calls, and use AI to make responses faster, more accurate, and more helpful.

You will spot problems, fix them, and show outcomes in numbers, with a focus on Gujarati and English communication and a calm, helpful manner.

Qualifications

• 4–6 years in customer success or support with ownership of outcomes.
• Fluent Gujarati (spoken and written), plus good English and Hindi.
• Hands‑on with ticketing/helpdesk tools and chat/email/call support.
• Regular use of AI tools with measurable impact.
• Comfortable with numbers and reporting, clear communication.

Responsibilities

• Handle queries on chat, email and calls and resolve issues on time.
• Own escalations and follow up until customers are satisfied.
• Use AI tools to improve replies, chatbot flows and call handling.
• Review conversations to improve chat scores and CSAT.
• Spot trends and suggest fixes; keep knowledge content up to date.
• Track and report key support and customer success metrics.
• Support customers in Gujarati and English.
• Upsell and upsell of other products.

Skills

Customer success

Ownership

Gujarati fluency

English/Hindi

AI tooling

Ticketing system

Reporting

Communication

Tools

Ticketing system

AI tools

Job description

AndPayments is building the next-generation payments stack for Indian businesses, and for businesses globally that need India-grade payments infrastructure. We operate across Payments, RegTech, B2B SaaS and Prepaid Instruments. These are not separate bets. They are a deliberate stack: compliance infrastructure that enables payment products that enable financial instruments, all built together rather than bolted together.

We move fast because we have to. We care deeply about compliance because we build on regulated infrastructure, and because we believe compliance done right is a competitive moat, not just a cost of doing business. We use AI as a primary operating layer, not as a productivity add-on. If you want to spend the next few years building something that will define how Indian businesses transact, and eventually how businesses transact globally, this is where you should be.

About the role

You will own customer support and customer success across chat, email and calls. You’ll use AI to make our support faster, more accurate and more helpful. We want someone who spots problems, fixes them, and shows the results in numbers.

What you'll do

• Handle customer queries on chat, email and calls, and make sure every issue is resolved well and on time.
• Own escalations and follow up until the customer is satisfied.
• Use AI tools to improve replies, chatbot flows, email quality and call handling.
• Review conversations to improve chat scores, response times and customer satisfaction.
• Spot recurring issues and customer trends, and suggest fixes.
• Keep support processes, guides and knowledge content clear and up to date.
• Track and report key support and customer success metrics.
• Support customers in Gujarati and English.
• Upgradation and upselling of other products.

What we're looking for

• 4-6 years in customer success or customer support, with a record of taking ownership of results.
• Fluent Gujarati (spoken and written), plus good English and Hindi.
• Hands-on experience with a ticketing or helpdesk tool and with chat, email and call support.
• Regular use of AI tools at work, with an example of how they improved a result.
• Comfortable with numbers and advanced reporting.
• Clear communication and a calm, helpful manner.

Nice to have

• Experience in fintech, payments or a hardware product.
• Experience building chatbot flows or knowledge bases.
• Familiarity with automation or no-code tools.

How we will measure success

• Faster response and resolution times
• Higher customer satisfaction (CSAT) and NPS scores
• More queries resolved through self-serve and automation
• Better quality of chat, email and call support
• Improvement and upgradation numbers.