Customer Success Associate – Merchant Escalations

About the role

We are looking for a Customer Success Associate who will be the first point of contact for merchants using our payment gateway. You will help them onboard, resolve issues and ensure smooth transactions.

Key responsibilities

• Respond to merchant queries on onboarding, settlements, refunds, disputes, chargebacks and integrations via email, chat and phone while meeting SLA and TAT.
• Provide technical assistance for payment integration, including APIs, SDKs, plug‑ins, S2S and webhooks.
• Collaborate with Tech, Finance, Risk & Compliance, Product and Operations teams to resolve escalations.
• Guide merchants through KYC, compliance and regulatory requirements.
• Generate, analyse and share transaction and settlement reports.
• Identify recurring issues, suggest process improvements and contribute to knowledge‑base articles.
• Support merchants during new feature rollouts and deliver product training when needed.

Required profile

• 2‑3 years of customer support experience, preferably in fintech.
• Strong written and verbal English communication.
• Process‑oriented, proactive and result‑driven.
• Ability to understand merchant needs and resolve issues quickly.

Required skills

• Experience with customer support platforms such as Intercom, Front or Freshdesk.
• Understanding of API, SDK and webhook integration.