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P2 Associate Manager - Customer Support at PayU · Hyriko
via Career pages · 1w ago
P2 Associate Manager - Customer Support PayU
Full-time On-site
Location: Gurgaon, India Type: Full-time Posted: 1w ago
Join PayU's Customer Success division, the customer-centric backbone ensuring exceptional experiences across India's leading fintech ecosystem. Our team is dedicated to building lasting relationships with merchants and customers through proactive support, strategic problem-solving, and continuous service excellence. We operate at the intersection of technology, finance, and customer advocacy to drive satisfaction, retention, and growth while maintaining PayU's reputation as a trusted payments partner
About the Role: PayU is a leading fintech company and one of the largest payment service providers globally. We enable merchants and consumers to transact seamlessly through our comprehensive suite of financial services and payment solutions. Our mission is to build a world where everybody can access financial services, and we're committed to delivering exceptional customer experiences at every touchpoint. We are seeking a dynamic Associate Manager - Customer Support to lead customer relationship management and drive service excellence across our diverse merchant ecosystem.
Responsibilities: Customer Relationship Management & Issue Resolution
Serve as primary point of contact for assigned merchant accounts and escalated customer queries Build and maintain strong relationships with key stakeholders including merchants, partners, and internal teams Investigate and resolve complex payment-related queries, transaction disputes, and technical issues with urgency Handle escalated customer complaints with professionalism while ensuring swift and satisfactory resolution Maintain detailed records of customer interactions and issue resolutions in CRM systems Process Improvement & Quality Assurance
Identify process gaps and recommend improvements to enhance overall customer experience
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Develop and implement customer service protocols and best practices for team standardization Collaborate with Product, Technical, and Risk teams to address systemic issues and prevent recurrence Drive customer feedback analysis to identify trends and improvement opportunities Support quality assurance initiatives and customer satisfaction measurement programs Team Leadership & Development
Mentor and guide junior customer support executives in technical and soft skills development Assist in training new team members on PayU products, processes, and customer service excellence Support team leads in workflow management, capacity planning, and performance optimization Lead cross-functional initiatives to streamline support processes and improve response times Foster a culture of continuous learning and customer-first mindset within the team Product Advisory & Merchant Consultation
Develop deep expertise in PayU's payment solutions, APIs, integration processes, and merchant tools Provide consultative support to merchants on payment optimization, best practices, and solution recommendations Stay updated on industry trends, regulatory changes, and competitive landscape to better serve customers Contribute to knowledge base documentation, FAQs, and customer communication materials Act as voice of customer in product discussions and improvement initiatives Performance Analytics & Reporting
Track and analyze customer support metrics including response times, resolution rates, and satisfaction scores Generate insights from support data to identify improvement opportunities and resource requirements Prepare regular reports on team performance, customer feedback trends, and operational excellence Support strategic decision making with comprehensive analysis of customer issues and market feedback Drive data-driven approaches to customer success and support optimization Cross-Functional Collaboration
Partner with Sales, Account Management, and Onboarding teams to ensure seamless customer journey Work closely with Technical teams to escalate and resolve complex integration and technical issues Collaborate with Risk and Compliance teams on customer queries related to regulatory requirements Support Marketing and Communications teams with customer feedback and testimonial collection
Essential Qualifications: 2-5 years of experience in customer support, account management, client servicing, or customer success roles Bachelor's degree in any discipline (Business, Commerce, Engineering, or related field preferred) Excellent verbal and written communication skills in English and Hindi with professional demeanor Proven track record of managing customer relationships and resolving complex issues effectively Strong problem-solving abilities with attention to detail and analytical mindset Experience in CRM systems, ticketing tools, and customer service platforms Proficiency in CRM software (Salesforce, Zendesk, or similar) Advanced knowledge of MS Office Suite (Excel, Word, PowerPoint) Experience with helpdesk ticketing systems Familiarity with live chat platforms and email management tools
Preferred Qualifications: Prior experience in fintech, payments, banking, or technology companies with understanding of payment ecosystems Customer success or account management background in B2B environment serving enterprise clients Experience in team leadership, mentoring, or training responsibilities Knowledge of digital payments, online transactions, and merchant onboarding processes Additional certifications in customer service, account management, or fintech domain
Technical Proficiencies: CRM Management: Proficiency in Salesforce, Zendesk, Freshdesk, or similar customer management platforms Data Analysis: Microsoft Excel, Google Sheets, basic SQL for data extraction and analysis Communication Tools: Professional email etiquette, phone systems, video conferencing platforms Documentation: Knowledge base creation, process documentation, and customer communication materials
Customer Excellence: Customer-centric mindset with passion for delivering exceptional service experiences Empathy and emotional intelligence to handle difficult customer situations with professionalism Service orientation with focus on customer satisfaction, retention, and long-term relationship building Advocacy skills to represent customer needs internally and drive process improvements
Operational Leadership: Problem-solving expertise to address complex technical and commercial issues efficiently Process improvement mindset to streamline workflows and enhance team productivity Time management skills to prioritize and manage multiple customer accounts simultaneously Quality assurance focus to maintain high standards of service delivery and communication
Communication & Collaboration: Communication excellence with ability to explain technical concepts to non-technical stakeholders Stakeholder management skills for effective coordination across internal and external teams Presentation skills for client meetings, training sessions, and internal reporting Conflict resolution abilities to manage disputes and challenging customer interactions
Growth & Adaptability: Learning agility to quickly understand new products, features, and industry developments Adaptability to thrive in fast-paced, dynamic fintech environment with evolving priorities Coaching abilities to mentor junior team members and support their professional development Strategic thinking to contribute to customer success strategy and organizational improvements A positive, get-things-done workplace A dynamic, constantly evolving space (change is
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