Customer Support & Customer Success

AndPayments; Dadri; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

AndPayments in India is seeking a senior customer experience leader to design and scale the L1 contact centre and a proactive business-to-business customer success function for a multi-product payments platform. You will own the operating model across onboarding, support, escalation, adoption, and quarterly business reviews.

The role requires building from first principles, partnering with Product, Engineering and Risk, and delivering dashboards, SLA governance, knowledge management and

Qualifications

• 10+ years of experience across customer support, customer success, service operations, account management or customer experience with significant leadership responsibility.
• Experience building or scaling a contact centre / customer support operation, preferably in payments, fintech, banking, cards, wallets, acquiring or regulated SaaS.
• Strong understanding of Indian payment journeys (UPI, cards, gateways, settlements, disputes).
• Excellent stakeholder management and executive communications.

Responsibilities

• Design the end-to-end customer lifecycle operating model covering onboarding handover, L1 support, escalation, customer success, adoption, QBRs, renewals and growth.
• Build the L1 contact centre from the ground up across voice, email, portal/ticketing, chat and AI/self-service channels; define routing, queues, shifts, staffing, SLAs and escalation paths.
• Establish support governance covering incidents, service requests, complaints, fraud-related contacts, disputes and communications.
• Define L1-to-L2/L3 operating boundaries and create robust escalation protocols with Operations, Product and Engineering.
• Build the Customer Success model for banks, fintechs, enterprises, merchants and partners.

Skills

Leadership

Customer experience

Operations analytics

Cross-functional leadership

Executive communication

Start-up environment

CRM platforms

Education

Bachelor's degree

MBA

Tools

Freshdesk

Zendesk

Salesforce Service Cloud

Zoho

Genesys

Exotel

Twilio

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 a senior customer experience leader to build and scale the customer support and customer success function for a multi-product payments company. This role will own the design and operating model for a high-quality L1 contact centre and a proactive B2B customer success organisation, with clear interfaces into L2 Operations, Product, Engineering, Risk & Compliance, Finance, Sales and Implementation. The role is expected to build the function—not simply run an existing support desk.

What you'll do

• Design the end-to-end customer lifecycle operating model covering onboarding handover, L1 support, escalation, customer success, adoption, QBRs, renewals and growth.
• Build the L1 contact centre from the ground up across voice, email, portal/ticketing, chat and AI/self-service channels; define routing, queues, shifts, staffing, SLAs and escalation paths.
• Establish support governance covering incident, service request, complaint, grievance, fraud‑related customer contacts, transaction disputes and service communications.
• Define L1-to-L2/L3 operating boundaries and create robust escalation protocols with Payment Operations, Merchant Operations, PPI Operations, Product and Engineering.
• Build the Customer Success model for banks, NBFCs, fintechs, enterprises, merchants and strategic partners, including segmentation, account ownership, health scoring and success plans.
• Own customer adoption across AndPay payment gateway, AndBiz UPI/QR/device ecosystem, PPI/cards, AndBite employee benefits, AndGRC, APAAR and BPAAS where applicable to the account.
• Create QBR and executive‑review frameworks covering service performance, transaction trends, adoption, incidents, roadmap, risks, opportunities and agreed actions.
• Establish support and success KPIs including SLA attainment, FCR, AHT, abandonment, backlog, resolution time, CSAT, NPS, customer health, adoption, retention and expansion indicators.
• Build quality assurance, call/ticket audit, coaching, knowledge management and continuous‑improvement programmes.
• Establish voice‑of‑customer mechanisms and convert recurring issues into Product, Engineering and Operations improvements.
• Own critical customer escalations and executive communications; ensure the customer has one accountable owner even when resolution sits elsewhere.
• Partner with Sales, Presales and Implementation to create a controlled Sales‑to‑Delivery‑to‑Success handover and ensure commitments are supportable.
• Define workforce planning, hiring profiles, training academy, certification and performance‑management frameworks for support and success teams.
• Select and operationalise CRM/helpdesk/contact‑centre tooling; drive automation, AI‑assisted support, self‑service and knowledge retrieval.
• Create dashboards and management reporting for leadership covering customer health, support performance, escalations, root causes and commercial/customer risks.
• Build operating procedures suitable for a regulated payments environment, including evidence trails, information security, customer‑data handling and compliance controls.
• Develop the organisation's customer advocacy engine through testimonials, references, case studies and structured feedback.

What we're looking for

• 10+ years of experience across customer support, customer success, service operations, account management or customer experience, with significant leadership responsibility.
• Demonstrated experience building or scaling a contact centre / customer support operation, preferably in payments, fintech, banking, cards, wallets, acquiring or regulated SaaS.
• Strong working understanding of Indian payment journeys: UPI, cards, payment gateway, merchant acquiring, QR/soundbox/device payments, settlements, reconciliation, refunds, disputes/chargebacks and payment failures.
• Exposure to prepaid/payment instruments and customer lifecycle processes including KYC, wallet/account lifecycle, blocking/unblocking and card operations is strongly preferred.
• Experience managing B2B customer success for enterprise or institutional customers and engaging senior stakeholders.
• Strong operational analytics capability; comfortable defining dashboards, interpreting service data and turning insights into actions.
• Experience with CRM, ticketing/contact‑centre platforms and knowledge‑management tools; exposure to AI‑enabled support is a plus.
• Strong understanding of SLA governance, QA, workforce management, escalation management and incident/problem management.
• Excellent written and verbal communication, including executive‑level customer communication.
• Strong cross‑functional leadership across Product, Technology, Operations, Finance, Risk, Compliance, Sales and Implementation.
• Ability to operate in a start‑up environment: build processes from first principles, make decisions with incomplete information and remain hands‑on.

Nice to have

• Experience in a PA, PPI, card issuer, payment gateway, PSP, bank, fintech or regulated financial‑services environment.
• COPC, ITIL, Lean/Six Sigma, customer experience or contact‑centre certification.
• Experience implementing Freshdesk, Zendesk, Salesforce Service Cloud, Zoho, Genesys, Exotel, Twilio or comparable platforms.
• Exposure to RBI customer‑protection / grievance expectations, nodal officer or ombudsman processes and regulated complaint handling.
• Experience using AI agents, chatbots, speech analytics or automation to improve service productivity.

Success in the first 12 months

• L1 contact centre live with defined channels, staffing model, SLAs, QA, escalation matrix and knowledge base.
• Clear L1/L2/L3 operating model with measurable handoff and resolution performance.
• Customer segmentation and health‑score model live for strategic customers.
• Monthly operating review and QBR cadence established.
• Support and customer‑success dashboards live with agreed leadership KPIs.
• Documented reduction plan for repeat incidents and top customer pain points.
• A scalable hiring, training and certification framework for the next phase of growth.

AI at AndPayments

AI is expected to be an operating layer for customer support and success. The role should use AI for knowledge retrieval, ticket summarisation, interaction QA, agent assistance, customer‑health analysis, workflow automation and self‑service, while retaining human judgement for sensitive, regulated or high‑impact cases.

Education

Bachelor's degree in any discipline; MBA / equivalent management qualification is a plus.