Job Title: CUSTOMER OPERATIONS ASSOCIATE, PAYMENTS & COMPLIANCE Job Role: Customer Operations Associate, Payments & Compliance Type: Full-time Team: Customer Excellence Location: Bangalore (in-office) CTC: ₹ 7,50,000-10,00,000 LPA Experience: 6 months to 2 years in payments, fintech operations, or compliance support. About The Role Dodo is the Merchant of Record for 17,000+ AI and SaaS builders across 150+ countries. That means we don't just process payments. We carry the legal, tax, and compliance weight for every transaction. That weight shows up in the inbox. ~40% of our customer conversations every month are verification and KYC. ~16% are payment and payout issues. These are the two highest-stakes queues in the business. Founders watching their money not arrive. Merchants stuck mid-onboarding. We need someone who can close these tickets, not just route them. This role sits at the intersection of CX, compliance, and payments operations. You will be the person who actually knows what a beneficial ownership document should look like, why a payout failed, and what to do about it. What You'll Own The verification and KYC queue. First-touch resolution on identity, business, and bank verification tickets. Closing them yourself wherever possible. Escalating to Compliance only when the file genuinely needs a human review.Payment and payout escalations. Triaging failed charges, stuck payouts, refunds in limbo, and dispute-adjacent threads. Knowing the difference and routing accordingly.Tag and SLA discipline. Every conversation tagged before close. Payment threads triaged into priority routing. Weekly tag accuracy audit.Pipeline signal flagging. Inbound founders asking about MoR, custom integrations, or volume pricing get tagged and handed to sales same-day.Process documentation. As you close repeat issues, you write the SOP and the macro. The next person should not learn what you just learned the hard way. Requirements 6 months to 2 years in customer operations at a payments, fintech, or compliance-heavy company. Razorpay, Cashfree, Juspay, Paddle, Mercury, Airwallex, Wise, Rapyd, Stripe India, or similar.Hands-on experience with KYC, KYB, beneficial ownership, sanctions screening, or merchant onboarding documentation. You have actually read these files. Not learned about them in a deck.Native Intercom operator. You can configure workflows, build saved views, set up SLAs, and run reports without a playbook.Strong written English. Our customers are founders. Tone, clarity, and precision matter.Comfort with ambiguity. Dodo's systems are evolving. A rigid process-only operator will struggle here. A curious problem-solver will thrive. Bonus: Familiarity with Airwallex, Mercury, or any global payout rails. Exposure to chargeback handling. Experience with Fin AI, Zendesk AI, or similar deflection tooling. Success Metrics (90 days) 60% of verification and KYC tickets resolved without compliance escalationMedian first response time on payment threads under 30 minutes100% conversation tagging complianceInbound pipeline conversations handed to sales within 4 business hours of receiptAt least 5 SOPs or macros authored from recurring issue patterns Why Join Us Dodo is one of the few global Merchant of Record platforms built for non-US founders. The market is in early innings. Stripe and Paddle have not optimized for AI and SaaS builders the way we have. The work you do here will directly compound merchant trust at the moment they need it most: when their money is moving. You will also be the first hire of this kind. Not the tenth. You shape the function, not inherit it. Compensation, Benefits & Growth ₹7,50,000 to 10,00,000 LPA based on experience, with performance-linked bumps every 6 months ESOPs for high performersHealth insurance for self and dependentsAnnual learning budget for fintech, payments, and compliance certificationsDirect exposure to leadership. You will work alongside the Retention lead and present findings to the CEO weeklyClear path to senior CX or Compliance Operations within 18 months based on performance Skills: customer,operations,kyc,fintech