Act as the first point of contact for merchants on payment gateway–related queries (onboarding, settlements, refunds, disputes, chargebacks, integrations).
Provide timely resolution to merchant issues through email, chat, and calls while maintaining defined SLAs and TAT.
Assist merchants with payment integration support (API, SDK, plug-ins, S2S, webhooks).
Work with internal teams (Tech, Finance, Risk & Compliance, Product, Operations) to resolve escalations.
Guide merchants on KYC, compliance, and regulatory requirements.
Generate, analyze, and share transaction and settlement reports with merchants.
Identify recurring issues, suggest process improvements, and contribute to building knowledge base/FAQs.
Support merchants during new feature rollouts and provide product training when required.
