About the Team:
Join PayU's Customer Success division, the customer-centric backbone ensuring exceptional experiences across India's leading fintech ecosystem. Our team is dedicated to building lasting relationships with merchants and customers through proactive support, strategic problem-solving, and continuous service excellence. We operate at the intersection of technology, finance, and customer advocacy to drive satisfaction, retention, and growth while maintaining PayU's reputation as a trusted payments partner
About the Role:
PayU is a leading fintech company and one of the largest payment service providers globally. We enable merchants and consumers to transact seamlessly through our comprehensive suite of financial services and payment solutions. Our mission is to build a world where everybody can access financial services, and we're committed to delivering exceptional customer experiences at every touchpoint. We are seeking a dynamic Manager - Customer Support to lead our customer support operations and drive exceptional customer experiences across our fintech platform. This role requires a dynamic leader who can manage high-volume customer interactions while ensuring compliance with financial regulations and maintaining the highest service standards.
Key Responsibilities
Team Leadership and Mangement
Lead and manage a team of 20-30 customer service representatives
Ensure superior customer experience across all touchpoints (phone, chat, email, social media)
Monitor and improve key metrics: CSAT/MSAT, NPS, FCR, AHT, and SLA compliance
Handle escalated customer complaints and complex financial disputes
Develop customer retention strategies and proactive support initiatives
Develop and implement customer service policies, procedures, and best practices
Conduct performance reviews, provide coaching, and manage team development
Create and maintain training programs for new hires and ongoing skill development
Oversee customer support for digital payments, lending, investments, and banking services
Ensure compliance with financial regulations (RBI)
Coordinate with product teams on customer feedback and feature requests
Process Optimization
Implement and optimize customer service technologies and tools
Develop automated solutions and self-service capabilities based on Gen AI Capibilities
Create detailed reporting and analytics on customer service performance
Lead continuous improvement initiatives and cost optimization projects
Process Improvement & Quality Assurance
Identify process gaps and recommend improvements to enhance overall customer experience
Develop and implement customer service protocols and best practices for team standardization
Collaborate with Product, Technical, and Risk teams to address systemic issues and prevent recurrence
Drive customer feedback analysis to identify trends and improvement opportunities
Support quality assurance initiatives and customer satisfaction measurement programs
Team Leadership & Development
Mentor and guide customer support executives in technical and soft skills development
Assist in training new team members on PayU products, processes, and customer service excellence
Support team leads in workflow management, capacity planning, and performance optimization
Lead cross-functional initiatives to streamline support processes and improve response times
Foster a culture of continuous learning and customer-first mindset within the team
Product Advisory & Merchant Consultation
Develop deep expertise in PayU's payment solutions, APIs, integration processes, and merchant tools
Provide consultative support to merchants on payment optimization, best practices, and solution recommendations
Stay updated on industry trends, regulatory changes, and competitive landscape to better serve customers
Contribute to knowledge base documentation, FAQs, and customer communication materials
Act as voice of customer in product discussions and improvement initiatives
Performance Analytics & Reporting
Track and analyze customer support metrics including response times, resolution rates, and satisfaction scores
Generate insights from support data to identify improvement opportunities and resource requirements
Prepare regular reports on team performance, customer feedback trends, and operational excellence
Support strategic decision making with comprehensive analysis of customer issues and market feedback
Drive data-driven approaches to customer success and support optimization
Cross-Functional Collaboration
Partner with Sales, Account Management, and Onboarding teams to ensure seamless customer journey
Work closely with Technical teams to escalate and resolve complex integration and technical issues
Collaborate with Risk and Compliance teams on customer queries related to regulatory requirements
Support Marketing and Communications teams with customer feedback and testimonial collection
Requirements:
Essential Qualifications:
2-5 years of experience in Mangerial role in customer support, account management, client servicing, or customer success roles
Bachelor's degree in any discipline (Business, Commerce, Engineering, or related field preferred)
Excellent verbal and written communication skills in English and Hindi with professional demeanor
Proven track record of managing customer relationships and resolving complex issues effectively
Strong problem-solving abilities with attention to detail and analytical mindset
Experience in CRM systems, ticketing tools, and customer service platforms
Preferred Qualifications:
Prior experience in fintech, payments, banking, or technology companies with understanding of payment ecosystems
Customer success or account management background in B2B environment serving enterprise clients
Knowledge of digital payments, online transactions, and merchant onboarding processes
Additional certifications in customer service, account management, or fintech domain
Technical Proficiencies:
CRM Management: Proficiency in Salesforce, Zendesk, Freshdesk, or similar customer management platforms
Data Analysis: Microsoft Excel, Google Sheets, basic SQL for data extraction and analysis
Communication Tools: Professional email etiquette, phone systems, video conferencing platforms
Documentation: Knowledge base creation, process documentation, and customer communication materials
Key Competencies:
Customer Excellence:
Customer-centric mindset with passion for delivering exceptional service experiences
Empathy and emotional intelligence to handle difficult customer situations with professionalism
Service orientation with focus on customer satisfaction, retention, and long-term relationship building
Advocacy skills to represent customer needs internally and drive process improvements
Operational Leadership:
Problem-solving expertise to address complex technical and commercial issues efficiently
Process improvement mindset to streamline workflows and enhance team productivity
Time management skills to prioritize and manage multiple customer accounts simultaneously
Quality assurance focus to maintain high standards of service delivery and communication
Communication & Collaboration:
Communication excellence with ability to explain technical concepts to non-technical stakeholders
Stakeholder management skills for effective coordination across internal and external teams
Presentation skills for client meetings, training sessions, and internal reporting
Conflict resolution abilities to manage disputes and challenging customer interactions
Growth & Adaptability:
Learning agility to quickly understand new products, features, and industry developments
Adaptability to thrive in fast-paced, dynamic fintech environment with evolving priorities
Coaching abilities to mentor junior team members and support their professional development
Strategic thinking to contribute to customer success strategy and organizational improvements
What we offer?
A positive, get-things-done workplace
A dynamic, constantly evolving space (change is par for the course – important you are comfortable with this)
An inclusive environment that ensures we listen to a diverse range of voices when making decisions.
Ability to learn cutting edge concepts and innovation in an agile start-up environment with a global scale
Access to 5000+ training courses accessible anytime/anywhere to support your growth and development (Corporate with top learning partners like Harvard, Coursera, Udacity)
About us:
PayU , India's leading diversified fintech platform with Prosus as an investor, operates businesses that are regulated by the Reserve Bank of India and offers advanced solutions to meet the digital financial services needs of customers (merchants, banks, and consumers).
PayU provides payment gateway solutions to online businesses through its cutting-edge and award-winning technology and has empowered 4.5 lakhs+ businesses, including India’s leading enterprises, e-commerce giants and SMBs. It enables businesses to collect digital payments across 100+ online payment methods such as Credit Cards, Debit Cards, Net Banking, EMIs, pay-later, QR, UPI, Wallets, and more. It’s a preferred partner in the affordability ecosystem, offering the maximum coverage of issuers and easy-to-implement integrations across card-based EMIs, pay-later options and new-age cardless EMIs. PayU offers e-commerce brands best-in-industry success rates while ensuring a seamless checkout experience. PayU’s through its PayTech division, Wibmo provides market leading authentication and risk TSP services to leading banks in India and 30+ countries and through its NBFC, PayU Finance, it empowers 3.5 lakh+ merchants and 6 million consumers offering innovative and flexible credit solutions. Please visit: www.payu.in for more information.
Our Commitment to Building A Diverse and Inclusive Workforce
As a global and multi-cultural organization with varied ethnicities thriving across locations, we realize that our responsibility towards fulfilling the D&I commitment is huge. Therefore, we continuously strive to create a diverse, inclusive, and safe environment, for all our people, communities, and customers. Our leaders are committed to create an inclusive work culture which enables transparency, flexibility, and unbiased attention to every PayUneer so they can succeed, irrespective of gender, color, or personal faith. An environment where every person feels they belong, that they are listened to, and where they are empowered to speak up. At PayU we have zero tolerance towards any form of prejudice whether a specific race, ethnicity, or of persons with disabilities, or the LGBTQ communities.
