Customer Support & Contact Centre (L1)

AndPayments; Dadri; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

AndPayments is building the next-generation payments stack for Indian businesses and globally. We seek an operationally strong L1 support leader to build and run the L1 contact centre across voice, email, portal, chat and self-service.

You will own customer-facing support, ensure clean escalation to L2 and L3, and manage performance metrics, QA, documentation and knowledge base. Strong English skills and fintech exposure are essential.

Qualifications

• 4–8 years in customer support/contact-centre/service operations.
• Experience in payments/fintech/banking or transaction-intensive tech environment.
• Hands-on multi-channel contact-centre experience.

Responsibilities

• Build and run the L1 contact-centre operating model with channels, queues, routing and staffing.
• Own day-to-day support performance across merchant, enterprise and consumer journeys.
• Handle first-line queries on transactions, refunds, settlements and access issues.
• Coordinate L1 escalations with L2/L3 teams and manage SLA, CSAT and performance metrics.
• Create QA scorecards, knowledge base, scripts and escalation playbooks.
• Recruit, train and coach support associates; prepare dashboards for reviews.

Skills

Customer support

Contact centre leadership

Multi-channel support

Stakeholder management

English proficiency

Tools

Freshdesk

Zendesk

Salesforce Service Cloud

CCaaS

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

We are looking for an operationally strong support leader to build and run the L1 customer contact centre for a multi-product payments business. You will own customer-facing support across voice, email, portal, chat and self-service, while ensuring clean escalation to L2 Operations and L3 Product/Engineering.

What you’ll do

• Build the L1 contact-centre operating model: channels, queues, routing, shifts, staffing, service levels, escalation rules and business-continuity arrangements.
• Own day-to-day support performance across merchant, enterprise and consumer-facing journeys as applicable to the product.
• Support customers across AndPay, AndBiz, PPI/cards, AndBite and other live customer-facing products, with product-specific knowledge and SOPs.
• Handle first-line queries relating to transaction status, payment failures, refunds, settlements, account access, device/QR issues, wallet/card queries and standard service requests.
• Create L1 triage rules for UPI, cards, payment gateway, QR/soundbox/device, PPI and related payment journeys.
• Ensure accurate ticket classification, prioritisation, ownership and documentation.
• Manage SLA, FCR, AHT, abandonment, backlog, first-response time, repeat contact and CSAT performance.
• Create QA scorecards for calls, emails, chats and tickets; conduct audits and coaching.
• Build and maintain knowledge base, scripts, macros, troubleshooting guides and escalation playbooks.
• Coordinate L1 escalations with L2 Payment Operations, Merchant Operations, PPI Operations, Product and Engineering.
• Own incident communications and customer updates during major payment/service incidents.
• Implement workforce management, rostering, leave planning, shrinkage and capacity forecasting.
• Use support data to identify recurring issues and drive RCA/CAPA with internal teams.
• Implement AI-assisted agent support, chatbot/self-service and automated ticket classification where appropriate.
• Prepare daily, weekly and monthly support dashboards and management reviews.
• Recruit, train, coach and performance-manage support associates.

What we’re looking for

• 4–8 years in customer support/contact-centre/service operations.
• Experience in payments, fintech, banking, cards, wallets, e-commerce payments or another transaction-intensive technology environment.
• Hands-on experience working in a multi-channel contact centre.
• Strong understanding of payments and common customer issues around transaction failures, refunds, disputes, settlement, UPI, cards and merchant acceptance.
• Strong understanding of contact-centre metrics and workforce management.
• Experience with Freshdesk/Zendesk/Salesforce Service Cloud or comparable tools; telephony/CCaaS exposure preferred.
• Excellent incident, escalation and stakeholder-management skills.
• Strong spoken and written English; Hindi, Gujarati,Marathi and/or other Indian languages are an advantage.
• High attention to customer data, security, compliance and process adherence.

Nice to have

• AI chatbot/speech analytics experience
• RBI-regulated payments support exposure
• Experience in leading a team