Job Description – Operations Executive (Merchant Support – Fintech Products)
Position: Operations Executive
Department: Operations / Customer Success
Location: Gurugram
Experience: 1–3 Years
Employment Type: Full-Time
About the Role
We are looking for a proactive and customer-focused Operations Executive to manage merchant support operations for our fintech products, including payment devices, QR solutions, soundboxes, and related services. The role involves handling merchant queries, coordinating with internal teams, ensuring timely issue resolution, and maintaining high service standards.
Key Responsibilities
- Handle inbound and outbound calls, emails, and support tickets from merchants.
- Register, track, and resolve merchant queries related to onboarding, device deployment, payments, settlements, and technical issues.
- Coordinate with field operations, logistics, technical support, banking partners, and product teams for issue resolution.
- Monitor and follow up on pending cases to ensure closure within defined SLAs.
- Maintain accurate records of merchant interactions and update CRM/ticketing systems.
- Assist merchants with product usage, troubleshooting, and service requests.
- Escalate critical issues to relevant stakeholders and ensure timely updates to merchants.
- Prepare daily, weekly, and monthly reports on support performance and issue trends.
- Identify recurring merchant issues and recommend process improvements.
- Support deployment and activation operations for fintech products when required.
Required Skills & Qualifications
- Graduate in any discipline.
- 1–3 years of experience in customer support, operations, fintech, banking, payments, or merchant servicing.
- Good verbal and written communication skills in English and Hindi.
- Strong problem-solving and coordination abilities.
- Proficiency in MS Excel, Google Sheets, and CRM/ticketing tools.
- Ability to manage multiple tasks and work in a fast-paced environment.
- Customer-centric approach with attention to detail.
Preferred Experience
- Experience in payment solutions, QR code business, POS devices, Soundbox deployments, merchant acquiring, or banking operations.
- Familiarity with UPI, payment gateways, settlement processes, and merchant onboarding.
- Experience working with banks, payment aggregators, or fintech companies.
Key Performance Indicators (KPIs)
- Query resolution within SLA.
- First Response Time (FRT).
- Merchant satisfaction score (CSAT).
- Ticket closure rate.
- Escalation management and closure efficiency.
- Accuracy of reporting and documentation.
What We Offer
- Opportunity to work in a fast-growing fintech environment.
- Exposure to digital payment ecosystems.
- Career growth opportunities in operations and customer success.
- Collaborative and performance-driven work culture.
Pay: ₹371,733.72 - ₹500,000.00 per year
Benefits:
- Leave encashment
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
