Employee escalations : Associate : MHD at Paytm Payments Services (Indore, India)
Paytm Payments Services· Indore, India·
Role details
Job description
About Us
Paytm is India's leading mobile payments and financial services distribution company and a pioneer of the mobile QR payments revolution. Paytm builds technologies that empower small businesses with payments and commerce solutions. Our mission is to serve half a billion Indians and bring them into the mainstream economy through technology.
About the Team
This role is part of the Merchant Helpdesk (MHD) team. The MHD team is responsible for delivering a seamless and differentiated experience to Paytm Merchants through optimized operational processes driven by data analytics. As a service-focused team, we operate in a fast-paced environment where every day brings new challenges, and our goal is to ensure that every merchant interaction ends with a positive experience.
About the Role
Handle merchant escalations and resolve them on a high-priority basis. Proactively assist merchants to ensure timely and effective resolution of issues. Deliver exceptional merchant satisfaction through ownership and accountability of cases.
Key Responsibilities / Expectations
Resolve merchant complaints received through RBI, nodal officers, social media channels, or senior management escalations. Understand the nature of each query, coordinate with internal stakeholders, and ensure resolution within defined TATs. Prepare Root Cause Analysis (RCA) reports for escalations received. Ensure adherence to agreed turnaround times to meet productivity and quality benchmarks. Maintain high CSAT scores and ensure no repeat escalations for handled cases. Demonstrate flexibility to work in rotational shifts. Exhibit innovation and clarity in both written and verbal communication.
Experience
2-3 years experience in customer support, helpdesk, escalations.
Education Bachelor's degree is mandatory.
Why work at Paytm Payments Services
- Hybrid workspace: Employees work a combination of remote and on-site (builtin.com)
- Mission-driven engineering: Opportunity to build payment infrastructure powering "millions of businesses across India — from neighbourhood stores to leading brands" (paytmpayments.com)
- Strong benefits package:
- Health & wellness: medical insurance for self and family, health check-ups, mental health support, women's wellness initiatives, maternity/paternity benefits
- Financial wellness: competitive compensation, annual bonus/incentives, ESOPs, salary advance, car lease, mobile device lease, relocation support
- Time away: competitive leave across categories, team outing and engagement allowances
- Personal development: internal job mobility, learning reimbursement for online courses and upskilling (paytmpayments.com)
- Career tracks: Product & Engineering, Partnerships & Alliances, Merchant Operations, Data, Analytics & Growth — with both on-site and remote opportunities listed (jobs.lever.co)
- Culture: Emphasizes purpose, collaboration, and self-driven learning; "meaningful work happens when you're part of a team building the backbone of India's business payments ecosystem" (paytmpayments.com)