Job Application for Senior Associate - Customer Success Partner at Razorpay Software Private Limited

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Razorpay was founded by Shashank Kumar and Harshil Mathur in 2014. Razorpay is building a new-age digital banking hub (Neobank) for businesses in India with the mission is to enable frictionless banking and payments experiences for businesses of all shapes and sizes. What started as a B2B payments company is processing billions of dollars of payments for lakhs of businesses across India.

We are a full-stack financial services organisation, committed to helping Indian businesses with comprehensive and innovative payment and business banking solutions built over robust technology to address the entire length and breadth of the payment and banking journey for any business. Over the past year, we've disbursed loans worth millions of dollars in loans to thousands of businesses. In parallel, Razorpay is reimagining how businesses manage money by simplifying business banking (via Razorpay X) and enabling capital availability for businesses (via Razorpay Capital).

Job Summary

We are looking for a proactive and detail-oriented Associate, Customer Success Partner to support day-to-day merchant operations and deliver outstanding customer experience. The ideal candidate will assist in resolving merchant queries, ensuring smooth transaction flows, and coordinating with cross-functional teams for timely issue resolution. A basic understanding of payment methods and reconciliation processes will be an added advantage. This role is a great opportunity for someone who is eager to learn and grow in the fintech/customer success space.

Key Responsibilities

End-to-End Ownership of Merchant Issues:
- Handle complex or high-value merchant concerns, ensuring timely and satisfactory resolution with minimal follow-ups.
Escalation Management:
- Take ownership of L2/L3 escalations, coordinate with cross-functional teams (Product, Risk, Tech, FinOps), and ensure root cause identification and resolution.
Workflow Optimization & SOP Design:
- Identify gaps in current processes and contribute to the creation or improvement of SOPs to enhance resolution efficiency and merchant experience.
Merchant Communication & Stakeholder Alignment:
- Maintain clear and professional communication with merchants and internal stakeholders to keep all parties informed on resolution progress.
Operational Reporting & Metrics Tracking:
- Track SLAs, TATs, and resolution quality metrics; generate reports for leadership to monitor performance and identify bottlenecks.
Mentorship & Peer Support:
- Guide and mentor junior associates, conduct case reviews, and ensure adherence to quality and tone standards.
Special Projects & Initiatives:
- Lead or contribute to strategic projects such as refund pattern analysis, feature enablement audits, or new payment flow adoption.
Product Feedback Loop:
- Identify and relay recurring merchant feedback or product issues to the product/tech teams for prioritization.
Audit Readiness & Compliance:
- Ensure all customer interactions, tickets, and resolutions are properly documented to support internal or regulatory audits.

Required Skills & Qualifications

Education : Bachelor’s degree in Business Administration, Operations, or a related field.
Experience : Minimum 2–3 years of experience in customer service, operations, or a similar domain.
Knowledge of Payment Ecosystem : Familiarity with UPI, Net Banking, Card Payments, eNACH, settlement processes, and refund mechanisms.

Key Competencies

Customer-Centric Approach
Leadership and Team Building
Strategic Thinking and Problem Solving
Expertise in Payment Ecosystem
Data-Driven Decision Making
Collaboration and Interpersonal Skills

Why Join Us?

Be part of a dynamic and fast-growing team in the fintech space.
Opportunity to work on high-impact projects and drive customer satisfaction.
Collaborative work culture focused on innovation and excellence.

Razorpay believes in and follows an equal employment opportunity policy that doesn't discriminate on gender, religion, sexual orientation, colour, nationality, age, etc. We welcome interests and applications from all groups and communities across the globe.

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Senior Associate - Customer Success Partner

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