Paytm Labs

Digital payments, loans, investments, and insurance

CST Associate - Email CST

Customer SupportConfirmed live in the last 24 hours

Full-timeNoida, Uttar Pradesh, IndiaNo salary listedIn-person

About the Job

Requirements

One to three years of experience in email support, grievance handling, complaint management, or regulatory escalation handling.
Excellent written communication and drafting skills.
Strong analytical and problem-solving abilities.
Experience working with ticketing systems and queue management.
Ability to coordinate with multiple stakeholders and manage regulatory timelines.
Knowledge of banking, lending, financial services, or regulatory complaint handling is an added advantage.

Responsibilities

Handle customer complaints, grievances, and escalations received through email and ticketing platforms.
Manage regulatory complaints received through channels such as GRO, Nodal, Ombudsman, and other regulatory authorities.
Ensure timely closure of cases within defined service-level agreements and turnaround times while maintaining regulatory compliance.
Coordinate with internal business teams, lenders, and stakeholders to obtain root cause analyses and resolutions.
Prepare accurate case summaries, regulatory responses, and reports for submission to regulatory authorities.
Maintain complete documentation and ensure adherence to internal policies and compliance requirements.
Ensure brand consistency in written communication, including tone, accuracy, and financial and legal terminology.
Meet daily productivity and quality targets while maintaining high customer satisfaction.
Manage customer grievances, executive escalations, and regulatory complaints across voice and written channels.
Drive end-to-end case resolution through customer engagement, root cause analysis preparation, stakeholder coordination, and regulatory reporting while ensuring timely, compliant, and high-quality outcomes.

About Us:

Paytm is India's leading financial services company that offers full-stack payments & financial solutions to consumers, offline merchants, and online platforms. The company is on a mission to bring half a billion Indians into the mainstream economy through payments, commerce, banking, investments, and financial services.

One97 Communications Limited that owns the brand Paytm is founded by Vijay Shekhar Sharma.

About the Team:

The OCL Grievance Redressal Team manages customer grievances, executive escalations, and regulatory complaints through voice, email, and ticketing channels. As a regulated reporting function, the team ensures timely, accurate, and compliant resolutions while upholding the highest standards of quality and customer experience.

About the Role:

Manage customer grievances, executive escalations, and regulatory complaints across voice and written channels. Drive end-to-end case resolution through customer engagement, RCA preparation, stakeholder coordination, and regulatory reporting while ensuring timely, compliant, and high-quality outcomes.

Expectations / Requirements:

1: Handle customer complaints, grievances, and escalations received through email and ticketing platforms.

2: Manage regulatory complaints received through channels such as GRO, Nodal, Ombudsman, and other regulatory authorities.

3: Ensure timely closure of cases within the defined SLA/TAT while maintaining regulatory compliance.

4: Coordinate with internal business teams, lenders, and stakeholders to obtain RCAs and resolutions.

5: Prepare accurate case summaries, regulatory responses, and reports for submission to regulatory authorities.

6: Maintain complete documentation and ensure adherence to internal policies and compliance requirements.

7: Ensure brand consistency in written communication, including tone, accuracy, and financial/legal terminology.

8: Meet daily productivity and quality targets while maintaining high customer satisfaction.

Superpowers / Skills That Will Help You Succeed:

1: 1–3 years of experience in email support, grievance handling, complaint management, or regulatory escalation handling.

2: Excellent written communication and drafting skills.

3: Strong analytical and problem-solving abilities.

4: Experience working with ticketing systems and queue management.

5: Ability to coordinate with multiple stakeholders and manage regulatory timelines.

6: Knowledge of banking, lending, financial services, or regulatory complaint handling will be an added advantage.

Why Join Us:

1. A collaborative output driven program that brings cohesiveness across businesses through technology.

2. Improve the average revenue per use by increasing the cross-sell opportunities.

3. A solid 360 feedback from your peer teams on your support of their goals

Compensation :

If you are the right fit, we believe in creating wealth for you With enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & merchants – and we are committed to it. India’s largest digital lending story is brewing here. It’s your opportunity to be a part of the story!

Requirements at a Glance

Experience Level: Junior, Mid

Benefits

Health & Wellbeing - Your group health benefits are 100% funded by us, and start on your first day.
Travel the World - Even though we are currently working remotely, usually our employees make frequent international business-related trips while working on exciting projects.
Continuous Learning - We're passionate about learning and strive to constantly improve and innovate. We learn from others, our challenges & our successes.
Connection - In this virtual world, we stay connected through events like game nights, movie nights, arts & crafts sessions (like Origami), meditation sessions, and much more.
Autonomy & Flexibility - You get to define how you want to make an impact. We truly believe that great things happen when people are given the trust and freedom to create their own path.
Beautiful Office - Whenever we return back to the office, you’ll get to check out our awesome workspace, complete with pool and ping pong tables, a snack-filled kitchen, and tons of cozy work spaces.

About the Company

Paytm Labs

Digital payments, loans, investments, and insurance

Paytm Labs offers an integrated digital payments and financial services platform in India for individuals and businesses, covering UPI payments, mobile recharges, bill payments, ticket bookings, loans, investments, insurance, metro cards, and more. Users initiate payments or financial actions in the app, which are processed through UPI and payment gateways, with revenue from transaction fees and commissions on financial services. It differentiates itself through a large ecosystem of merchants and users, a wide range of services in one app, and a focus on customer support and trust. Its goal is to make a broad set of financial services easily accessible to mass-market users while growing revenue via payment processing and financial services partnerships at scale.

Company size: 10,001+
Company stage: IPO
Headquarters: Noida, India
Founded: 2014

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