Position: Customer Success Executive
Location: Sea woods Navi Mumbai
Website: www.bipay.co.in
Company Overview: (BizPay ) We are a fast-growing fintech startup providing secure and seamless payment gateway solutions to businesses across e-commerce, retail, and enterprise sectors. Our platform enables online payments, UPI, cards, net banking, wallets, and real-time settlements with advanced analytics and fraud prevention systems.
Job Description:
As a Customer Success Executive at BizPay, We are looking for a proactive Customer Success Executive who will manage merchant relationships, ensure smooth onboarding, drive transaction success rates, and enhance overall client satisfaction. The ideal candidate should understand payment flows, reconciliation processes, and merchant lifecycle management.
Responsibilities:
1. Merchant Onboarding & Integration
- Manage end-to-end onboarding of new merchants.
- Coordinate API integration between merchant and tech team.
- Assist merchants with KYC documentation and compliance.
- Ensure smooth go-live and first transaction success.
2. Payment Flow & Technical Understanding
- Understand complete payment flow (Customer → Gateway → Bank → Settlement).
- Monitor transaction success rates and decline reasons.
- Coordinate with banks and tech teams to resolve payment failures.
- 3. Merchant Relationship Management
- Act as SPOC for assigned merchant accounts.
- Conduct regular performance review calls.
- Provide insights on improving transaction success rates.
- Share updates on new features (UPI AutoPay, EMI, subscription billing, etc.).4. Issue Resolution & Escalation Management
- Manage merchant tickets and ensure SLA adherence.
- Identify root causes for transaction failures.
- Escalate technical issues internally and track until closure.
- Ensure zero compliance or settlement escalations.
5. Retention & Revenue Growth
- Identify upsell opportunities (value-added services, fraud tools, analytics).
- Work with sales team for merchant account expansion.
- Monitor churn risk and ensure timely intervention.
- Support renewal and pricing discussions.
6. Reporting & Analytics
- Analyze transaction trends, volume growth, and chargeback ratios.
- Prepare monthly merchant performance reports.
- Track KPIs such as:
- Transaction Success Rate (TSR)
- TAT for issue resolution
- Merchant Retention Rate
- Settlement accuracy
- CSAT score
Required Skills
- 2–3 years experience in fintech / payment gateway / banking operations.
- Strong understanding of:
- UPI, Cards, Net Banking, Wallet payments
- Settlement & reconciliation process
- Chargebacks & disputes
- Basic API understanding (REST APIs preferred).
- Excellent communication & stakeholder management skills.
- Knowledge of RBI compliance basics (preferred).
- Proficiency in MS Excel & CRM tools.
Qualifications:
- Bachelor's degree in Business Administration, Marketing, Finance, or related field; MBA preferred.
- Proven track record of success in B2B sales, business development, or account management, preferably within the fintech or SaaS industry
- Excellent communication, negotiation, and interpersonal skills with the ability to engage and influence diverse audiences.
- Strategic thinker with a results-driven mindset and a passion for driving business growth.
Job Types: Full-time, Permanent
Pay: ₹30,000.00 - ₹35,000.00 per month
Education:
Experience:
- Customer service: 1 year (Required)
Language:
- English (Required)
- Hindi (Preferred)
Work Location: In person
