Customer Success Associate

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 :

Good to have :