Customer Operations Associate – Payments & Compliance

About the role

Dodo, the Merchant of Record for thousands of AI and SaaS builders, is looking for a Customer Operations Associate focused on payments and compliance. You will work at the intersection of customer experience, compliance, and payments operations, handling high‑stakes verification, KYC, and payout issues directly.

Key responsibilities

• Own the verification and KYC queue, providing first‑touch resolution and escalating only when necessary.
• Manage payment and payout escalations, triaging failed charges, stuck payouts, refunds, and dispute‑related threads.
• Maintain tag and SLA discipline, ensuring every conversation is accurately tagged and audited weekly.
• Flag pipeline signals from inbound founders and hand them to sales on the same day.
• Document processes by creating SOPs and macros for repeat issues.

Required profile

• 6 months to 2 years of experience in customer operations at a payments, fintech, or compliance‑heavy company.
• Hands‑on experience with KYC, KYB, beneficial ownership, sanctions screening, or merchant onboarding documentation.
• Native Intercom operator capable of configuring workflows, SLAs, and reports.
• Strong written English with a clear, precise tone.
• Comfort working in an evolving environment and solving ambiguous problems.

Required skills

• Intercom
• Zendesk AI
• Fin AI

What we offer

• Competitive CTC of ₹7,50,000‑10,00,000 per annum.
• Opportunity to work on high‑impact tickets that directly affect founders and merchants.
• Dynamic fintech environment with rapid growth and learning.