Associate - Customer Success

Overview

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 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.

We are a full-stack financial services organisation, committed to helping Indian businesses with comprehensive and innovative payment and business banking solutions built over robust technology to address the entire length and breadth of the payment and banking journey for any business. Over the past year, we\'ve disbursed loans worth millions of dollars in loans to thousands of businesses. In parallel, Razorpay is reimagining how businesses manage money by simplifying business banking (via Razorpay X) and enabling capital availability for businesses (via Razorpay Capital).

Responsibilities

• 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.

Qualifications

Razorpay believes in and follows an equal employment opportunity policy that doesn\'t discriminate on gender, religion, sexual orientation, colour, nationality, age, etc. We welcome interests and applications from all groups and communities across the globe.

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