Paytm Payments Services

B2B payment gateway for enterprises

Associate – Merchant Operations - Escalations Team

Customer SupportConfirmed live in the last 24 hours

Full-timeNo salary listedIn-person

About the Job

Requirements

At least 1 year of experience in a similar role.
Strong critical-thinking and problem-solving abilities.
Excellent written and verbal English communication.
Proven experience in escalation management.
A graduate qualification in any discipline is preferred.
Flexibility to work rotational shifts.

Responsibilities

Handle merchant escalations and resolve them on a high-priority basis.
Proactively assist merchants to ensure timely and effective resolution of issues.
Deliver merchant satisfaction through ownership and accountability of cases.
Resolve merchant complaints received through the Reserve Bank of India, nodal officers, social media channels, or senior management escalations.
Understand the nature of each query, coordinate with internal stakeholders, and ensure resolution within defined turnaround times.
Prepare Root Cause Analysis reports for escalations received.
Ensure adherence to agreed turnaround times to meet productivity and quality benchmarks.
Maintain high customer satisfaction scores and ensure no repeat escalations for handled cases.

Desired Qualifications

Contribute to business growth through cross-sell and value-addition initiatives.

About the Team

This role is part of the Merchant Helpdesk (MHD) team. The MHD team is responsible for delivering a

seamless and differentiated experience to Paytm Merchants through optimized operational processes

driven by data analytics. As a service-focused team, we operate in a fast-paced environment where every day brings new challenges, and our goal is to ensure that every merchant interaction ends with a positive experience.

About the Role

 Handle merchant escalations and resolve them on a high-priority basis.

 Proactively assist merchants to ensure timely and effective resolution of issues.

 Deliver exceptional merchant satisfaction through ownership and accountability of cases.

Key Responsibilities / Expectations

 Resolve merchant complaints received through RBI, nodal officers, social media channels, or

senior management escalations.

 Understand the nature of each query, coordinate with internal stakeholders, and ensure resolution

within defined TATs.

 Prepare Root Cause Analysis (RCA) reports for escalations received.

 Ensure adherence to agreed turnaround times to meet productivity and quality benchmarks.

 Maintain high CSAT scores and ensure no repeat escalations for handled cases.

 Demonstrate flexibility to work in rotational shifts.

 Exhibit innovation and clarity in both written and verbal communication.

Skills & Experience (Superpowers)

 1+ years of experience in a similar role.

 Strong critical thinking and problem-solving abilities.

 Excellent command of English communication (written and verbal).

 Proven experience in Escalation Management.

 Graduate in any discipline (preferred).

Why Join Us

 Be part of a collaborative, outcome-driven environment powered by technology.

 Opportunity to contribute to business growth through cross-sell and value-addition initiatives.

 Receive holistic 360-degree feedback from peer teams and stakeholders.

 Work in a culture where respect is earned through performance and collaboration.

About the Company

Paytm Payments Services

B2B payment gateway for enterprises

Paytm Payments Services Limited (PPSL) serves as the business-to-business arm of One97 Communications. It provides digital payment infrastructure for online brands, startups, and merchants in India by offering a payment gateway that accepts debit/credit cards, UPI, net banking, and the Paytm wallet. Its product suite includes customizable checkout options for merchant websites and apps, e-commerce plugins, recurring subscription payments, and payment links sent via SMS or email. Revenue comes mainly from transaction fees charged to merchants for processing payments. PPSL differentiates itself through its use of the Paytm technology backbone, scale in the Indian digital payments ecosystem, and a focus on merchant-focused tools and enterprise-grade payment solutions. Its goal is to help businesses of all sizes accept digital payments quickly and reliably, enabling smoother online transactions and contributing to the growth of India's digital economy.

Company size: 51-200
Company stage: Not listed
Total funding: Not listed
Headquarters: Not listed
Founded: Not listed

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