Associate - Customer Success

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. 

Roles and Responsibilities

As a Customer Success Executive at Razorpay Curlec, you will play a pivotal role in ensuring the long-term success of our valued merchants using Razorpay Curlec. Your daily responsibilities will encompass various aspects of customer satisfaction and engagement, including:

• Seamless Onboarding: You will take charge of the onboarding process for new merchants, collaborating with cross-functional teams to ensure that the merchant's onboarding experience is not only smooth but exceptional.
• Responsive Support: Promptly address merchant queries, providing effective solutions within defined Service Level Agreements (SLAs). Your responsiveness will contribute to a high level of merchant satisfaction.
• Internal Advocacy: Act as a dedicated advocate for our merchants within the company. You will gather, analyze, and deliver informed and quantified feedback to relevant teams to enhance the merchant experience.
• Tools and Collaboration: Utilize state-of-the-art Customer Success tools and work closely with the broader Success team to maintain a consistent and exceptional level of service for our merchants.
• Issue Management: Coordinate and manage critical issues by collaborating with our Operations and Engineering teams. Your ability to drive resolutions will be crucial in maintaining high merchant satisfaction.
• Process Refinement: Collaborate closely with the Head of Customer Success to continuously refine and improve operational processes, ensuring efficiency and a customer-centric approach.

Requirements and Qualification

• Bachelor's degree in any field or equivalent experience, preferably 1 - 2 years of experience in Customer Service/Success from banking/fintech/IT industry
• Fresh Graduates are welcome to apply
• Enjoys solving problems but prefers preventing them
• Having a proven track record in understanding complex problems and providing suggestions and solutions to those problems.
• Enjoys building and developing relationships with clients and internal stakeholders
• Having a strong business acumen will help in your solutionizing with clients
• An ability to stay organized and calm, even in fast paced high pressure situations
• Self-driven to do your best in any environment and circumstances 
• Experience in prioritizing your time between multiple issues which vary in urgency
• A strong belief that clients should be at the forefront of our efforts and a commitment to delivering great support and service
• Strong communication skills are imperative in this role. Your ability to convey information clearly and effectively will facilitate successful client interactions, internal collaboration, and process improvements.