Customer Support Executive

Job Title: Customer Support Executive Department: Customer Support / Operations Job Description: We are seeking a highly motivated and customer-oriented Customer Support Executive to join our team. The ideal candidate will be responsible for providing exceptional support to our merchants and end-users, ensuring smooth usage of our payment gateway services including UPI PayIN/PayOUT, BBPS, AEPS, QR Payments, and Banking APIs. This role requires excellent communication skills, problem-solving abilities, and a good understanding of fintech/payment systems Key Roles & Responsibilities: Customer Support & Issue Resolution • Handle customer and merchant queries via chat, email, ticketing systems, and calls. • Ensure a high level of customer satisfaction through timely and professional communication. • Resolve technical or transactional issues related to UPI, AEPS, BBPS, payouts, and settlements. • Coordinate with technical and operations teams to ensure timely issue resolution. • Maintain accurate logs of complaints, queries, and resolutions. Merchant Onboarding & Assistance • Guide new merchants through the onboarding and activation process .• Assist users with documentation, KYC, and account setup. • Provide clarity on product usage, APIs, service policies, and pricing models. Operational Coordination • Monitor live transactions and escalate downtime or anomalies to the tech/ops team. • Verify and track failed transactions, refunds, or settlement-related concerns. • Follow up proactively with users to ensure satisfaction and closure.  Customer Relationship Management • Maintain a positive and professional tone with all users. • Build long-term trust with merchants and support retention strategies Key Skills Required: • Strong verbal and written communication (English & Hindi) • Basic understanding of digital payments, UPI, AEPS, BBPS, IMPS/NEFT/RTGS • Familiarity with customer support tools (CRM, ticketing systems, etc.) • Problem-solving mindset and ability to work under pressure • Ability to explain technical concepts in simple language Why Join Us? • Opportunity to work in a fast-growing fintech company • Skill enhancement through exposure to real-time digital payments • Collaborative and growth-oriented work environment