Merchant Helpdesk - Associate - Email

Paytm; Dadri; On-site; INR 420,000 - 580,000; Full time

Job summary

Paytm is seeking an Associate for Merchant Helpdesk Operations to monitor daily workflows, manage tickets, and ensure adherence to SOPs and SLAs. You will support process initiatives, propose improvements, and coordinate with Product, Risk, Tech, and Business teams to resolve merchant issues.

You will maintain dashboards and data accuracy, identify aging tickets, and share insights from merchant interactions to drive fast and effective resolutions.

Qualifications

• Monitor and manage operational support tickets within defined SLA/TAT.
• Maintain daily operational dashboards, trackers, and MIS with high data accuracy.
• Perform reconciliation between operational trackers and backend system data.
• Identify pending cases, aging tickets, and operational exceptions for timely closure.
• Coordinate with Product, Risk, Tech, and Business teams to resolve merchant issues.
• Ensure adherence to approved SOPs and governance guidelines across workflows.
• Validate day on day pending merchant request within SLA and close.
• Insights based on the merchant request and interaction, share daily, weekly, or monthly.
• Demonstrate strong analytical thinking, ownership, and clear communication.
• Be a brand ambassador for Paytm - Stay Hungry, Stay Humble, Stay Relevant!

Responsibilities

• Monitor day-to-day operational workflows and ensure ticket pendency is within SLA.
• Support process initiatives and product suggestions identifying operational gaps.
• Coordinate with cross‑functional teams for timely issue resolution and governance adherence.
• Maintain dashboards and MIS, ensuring data accuracy and timely reporting.
• Assist in automation projects to reduce manual effort and improve merchant experience.

Skills

Analytical thinking

Excel/Sheets

Communication

SQL basics

Multitasking

Ownership

Tools

SQL

Job description

About Us:

Paytm is Indias leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm s mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology.

About the Team:

The Merchant Helpdesk Operations team is responsible for delivering seamless merchant support and driving operational excellence across QR, EDC, and Soundbox workflows. The team handles merchant queries related to payments, settlements, devices, and other operational issues through calls and emails, while ensuring timely ticket resolution, SLA adherence, dashboard monitoring, data reconciliation, and SOP compliance. It collaborates closely with Operations, Product, Risk, Tech, and Business teams to enhance merchant experience and operational efficiency.

About the Role:

The Associate will be responsible for monitoring day-to-day operational workflows, managing ticket pendency and ensuring adherence to defined SOPs and SLAs. The role also involves supporting process initiatives, product suggestions identifying operational gaps, and coordinating with cross‑functional teams for timely issue resolution.

Expectations / Requirements:

• Monitor and manage operational support tickets within defined SLA/TAT.


• Maintain daily operational dashboards, trackers, and MIS with high data accuracy.


• Perform reconciliation between operational trackers and backend system data.


• Identify pending cases, aging tickets, and operational exceptions for timely closure.


• Coordinate with Product, Risk, Tech, and Business teams to resolve merchant issues.


• Ensure adherence to approved SOPs and governance guidelines across workflows.


• Validate day on day pending merchant request within SLA and close


• Insights based on the merchant request and interaction, share daily, weekly, or monthly.


• Demonstrate strong analytical thinking, ownership, and clear communication.


• Be a brand ambassador for Paytm - Stay Hungry, Stay Humble, Stay Relevant!

Superpowers / Skills That Will Help You Succeed in This Role:

• Strong analytical and problem‑solving skills.


• Good working knowledge of Excel / Google Sheets; SQL knowledge is an added advantage.


• High attention to detail and data accuracy.


• Ability to multitask and work in a fast‑paced operational environment.


• Excellent verbal and written communication skills.


• Self‑motivated with a strong ownership mindset.


• Ability to collaborate effectively with cross‑functional stakeholders.


• Passion for process improvement, governance, and automation.


• Growth mindset and willingness to learn new operational tools and processes.

Why Join Us

• Be part of a high‑impact Operations Governance team driving automation and operational excellence.


• Work on data‑driven dashboards, process improvements, and governance initiatives that influence business performance.


• Collaborate across Operations, Product, Risk, and Tech teams to solve large‑scale operational challenges.


• Opportunity to contribute to automation projects that reduce manual effort and improve merchant experience.


• A collaborative, ownership‑driven culture focused on continuous learning and innovation.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.