Operations Executive

Easebuzz Private limited.; Pune District; On-site; INR 340,000 - 520,000; Full time

Job summary

A fintech company in Pune is seeking a Merchant Support Specialist to assist merchants and customers with technical queries related to their products. This full-time role requires strong communication and problem-solving skills. Ideal candidates should have experience in customer support and familiarity with Salesforce software. You will be responsible for responding to customer queries, monitoring complaints, and gathering feedback to enhance service delivery.

Qualifications

• Experience as a Customer Support Specialist or similar CS role.
• Familiarity with the fintech industry is an added advantage.
• Understanding of how Salesforce CRM systems work.
• Understanding of how Salesforce CRM systems work.
• Excellent communication and problem-solving skills.
• Multi-tasking abilities.
• Patience when handling tough cases.
• Graduation/Post-Graduate

Responsibilities

• Respond to queries via phone, email, or chat.
• Identify customer needs and help them use specific features.
• Monitor customer complaints and provide assistance.
• Monitor customer complaints and provide assistance.
• Share feature requests and workarounds with team members.
• Inform merchants/customers about new features and functionalities.
• Follow up to ensure issues are resolved.
• Gather merchant/customer feedback and share with Product, Sales, tech and Marketing teams.

Skills

Customer Support Experience

Communication Skills

Problem-solving Skills

Multi-tasking Abilities

Patience in Tough Cases

Education

Graduation/Post-Graduate

Tools

Salesforce Software

Remote Support Tools

Job description

Company Profile

Easebuzz is a payment solutions (fintech) company that enables online merchants to accept, process, and disburse payments through developer-friendly APIs. We are focused on building plug-and-play products—including payment infrastructure—to solve end-to-end business challenges across sectors. We’re at the center of all things fintech: payments, lending, subscriptions, eKYC—you name it. Easebuzz is where innovation meets execution. We have been consistently profitable and continue to scale rapidly, having grown 4x in the past year alone. Backed by a strong product roadmap and execution, we recently closed a fresh funding round of $30 million in 2025, led by leading VC firms and strategic investors. This comes in addition to our earlier $4 million fundraise in March 2021. Easebuzz has been granted Full Authorization from the Reserve Bank of India (RBI) for payment aggregator license in 2025. Our corporate culture is built on openness, ownership, and collaboration. We are an equal opportunity employer and celebrate diversity across all levels. At Easebuzz, you’ll find yourself working with passionate colleagues who are committed to growing together. Headquartered in Pune, we also have a presence in Delhi, Mumbai, Kolkata, Bengaluru, and Gurugram.

Merchant Support Specialist responsibilities

• Responding to customer queries in a timely and accurate way, via phone, email or chat
• Identifying customer needs and helping customers use specific features
• Analysing and reporting product malfunctions
• Monitoring customer complaints and reaching out to provide assistance
• Sharing feature requests and effective workarounds with team members
• Informing merchants/customers about new features and functionalities
• Following up with merchants/customers to ensure their technical issues are resolved
• Gathering merchant/customer feedback and sharing with our Product, Sales, tech and Marketing teams

Job brief

We are looking for a Merchant / Customer Support Specialist to assist our merchants/customers with technical problems & basic queries when using our products and services.

Responsibilities

1. Respond to queries in a timely and accurate way, via phone, email or chat
2. Identify merchant/customer needs and help merchant/customers use specific features
3. Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)
4. Monitor customer complaints and reach out to provide assistance
5. Share feature requests and effective workarounds with team members
6. Inform merchants/customers about new features and functionalities
7. Follow up with merchants/customers to ensure their technical issues are resolved
8. Gather merchant/ customer feedback and share with our Product, Sales, tech and Marketing teams

Requirements and skills

1. Experience as a Customer Support Specialist or similar CS role
2. Familiarity with our industry is a added advantage
3. Experience using help Salesforce software and remote support tools
4. Understanding of how Salesforce CRM systems work
5. Excellent communication and problem-solving skills
6. Multi-tasking abilities
7. Patience when handling tough cases
8. Graduation/Post-Graduate

Employment Type

Full Time