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Customer Success Associate

Customer Success Associate

Cashfree PaymentsBengaluru, Karnataka, India
6 hours ago
Job description

What You'll Do :

  • Act as the first point of contact for merchants on payment gateway–related queries (onboarding, settlements, refunds, disputes, chargebacks, integrations).
  • Provide timely resolution to merchant issues through email, chat, and calls while maintaining defined SLAs and TAT.
  • Assist merchants with payment integration support (API, SDK, plug-ins, S2S, webhooks).
  • Work with internal teams (Tech, Finance, Risk & Compliance, Product, Operations) to resolve escalations.
  • Guide merchants on KYC, compliance, and regulatory requirements.
  • Generate, analyze, and share transaction and settlement reports with merchants.
  • Identify recurring issues, suggest process improvements, and contribute to building knowledge base / FAQs.
  • Support merchants during new feature rollouts and provide product training when required.

What Makes You A Great Fit :

  • Minimum 1-5 years of relevant experience in B2B Customer Support, preferably from a fintech background
  • Proficient in verbal and written English
  • Candidates who have already worked with Intercom, Front, Freshdesk or any Customer Support CRM would be preferred
  • Process oriented, proactive and result driven individual
  • Strong interpersonal skills with the ability to understand the merchant’s requirements to ensure proper resolution
  • Quick learner with an analytical mind to understand back end operations and fintech product

    • Good to have :

  • Experience in FinTech / Technology organizations
  • Experience in startup ecosystem or a product / Technology driven organization
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    Associate • Bengaluru, Karnataka, India