Job Application for 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

Merchant Query Resolution :
- Act as the first point of contact for merchant issues raised through tickets, calls, or emails, ensuring prompt and accurate responses.
Day-to-Day Support :
- Monitor transactions, settlements, and refund flows; flag anomalies and coordinate with internal teams for timely resolution.
Documentation & SOP Adherence :
- Maintain accurate documentation of cases, update internal systems, and strictly follow SOPs to ensure consistent service delivery.
Cross-Functional Coordination :
- Collaborate with risk, finance, and product teams to ensure queries are routed and resolved effectively.
Merchant Education :
- Help merchants understand platform features, reporting tools, and basic troubleshooting steps to improve self-serve rates.
Reporting & Data Entry :
- Assist in preparing basic MIS reports and trackers to provide visibility on merchant issues and resolutions.
Escalation Handling (L1) :
- Flag potential escalations to the Senior Associate or Manager with context and suggested next steps.
Process Improvement Suggestions :
- Proactively share observations and feedback on recurring merchant pain points to help improve internal processes.

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.

Associate - Customer Success Partner

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