---
title: 'Employee escalations : Associate : MHD at Paytm Payments Services'
canonical: 'https://feeny.ai/job/employee-escalations-associate-mhd-paytm-payments-services-indore-xyx46s5xc9vj'
type: 'job'
last_seen: '2026-09-17'
---

# Employee escalations : Associate : MHD at Paytm Payments Services

- **Company:** Paytm Payments Services
- **Location:** Indore, India
- **Work type:** onsite
- **Posted:** 2026-09-16
- **Last confirmed live:** 2026-09-17
- **Apply:** https://jobs.lever.co/paytmpayments/b70fafae-646d-419d-b48f-9b1b831b9377

## 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.

## About Paytm Payments Services

## Company Overview
- **One-liner**: Paytm Payments Services Limited (PPSL) provides digital payment solutions — including a high-scale payment gateway, UPI processing, subscriptions, and merchant financial tools — for Indian businesses ranging from neighborhood stores to large brands.
- **Entity Type**: Private (wholly owned subsidiary of One97 Communications, a publicly listed parent company)
- **Headquarters**: Noida, India
- **Founded**: 2020 ([builtin.com](https://builtin.com/company/paytm-payments-services-limited))
- **Founders**: Not publicly listed for PPSL; the entity is a wholly owned subsidiary of One97 Communications ([paytmpayments.com](https://www.paytmpayments.com/about-us))

## Core Business
- **Primary industry**: Digital payments, fintech, payment gateway infrastructure
- **Target customers**: B2B — online brands, startups, small merchants, BFSI institutions (for premium collections, loan repayments, investments), and government entities
- **Mission or purpose statement**: "Driving financial inclusion by empowering India's top online brands, startups and small merchants to accept digital payments and manage their business" ([paytmpayments.com](https://www.paytmpayments.com/about-us))

## Products & Services
- **Paytm Payment Gateway**: Core online payment acceptance for apps and websites, supporting UPI, cards, net banking, and more with high success rates and real-time bank settlements ([paytmpayments.com](https://www.paytmpayments.com/))
- **Payment Links & Payment Pages**: Collect payments instantly without building a website or app
- **International Payments**: Cross-border payment solution for merchants serving customers in 200+ countries
- **Subscriptions**: Customized payment plans and automated recurring collections across all payment instruments
- **Bank Offers & No-Cost EMI**: Affordability options to improve checkout conversion
- **Instant Refunds**: Automated, real-time refund processing for end customers
- **BFSI Solutions**: Specialized flows for policy premiums, loan repayments, investments, and credit card payments ([paytmpayments.com](https://www.paytmpayments.com/))

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed for PPSL as a standalone entity
- **Key Metric**: 600M+ transactions processed per month; 10,000+ transactions/second handling capacity ([paytmpayments.com](https://www.paytmpayments.com/))
- **Notable Investors/Partners**: Parent One97 Communications (OCL) — the publicly traded company behind the Paytm ecosystem ([paytmpayments.com](https://www.paytmpayments.com/about-us))
- **Growth Signals**: Expanding into government alliances (as seen in current openings for Government Alliances Payments roles); marketing its payment suite to BFSI, international merchants, and large Indian brands; operates within the broader Paytm group ecosystem covering in-store payments and advertising solutions ([jobs.lever.co](https://jobs.lever.co/paytmpayments))

## Competitive Advantages
- **Massive scale**: 600M+ transactions processed monthly and 10,000+ TPS capacity demonstrate infrastructure reliability that few Indian payment gateways can match ([paytmpayments.com](https://www.paytmpayments.com/))
- **Broadest payment source coverage**: UPI, cards, net banking, EMI, subscriptions, and international payments from 200+ countries in a single integration
- **Paytm ecosystem leverage**: Access to Paytm group companies for in-store payments and advertising, creating a full-stack merchant offering
- **Merchant trust**: Positions itself as "the payment gateway that powers India's largest brands" ([paytmpayments.com](https://www.paytmpayments.com/))

## Strategic Focus
- Deepening financial inclusion for Indian businesses, from neighborhood merchants to national brands
- Strengthening government and BFSI payment partnerships via dedicated alliances teams ([jobs.lever.co](https://jobs.lever.co/paytmpayments))
- Building robust payment rails and merchant experiences as the "backbone of India's business payments ecosystem" ([paytmpayments.com](https://www.paytmpayments.com/careers))
- Expanding international payment acceptance for global merchants

## Why Work Here
- **Hybrid workspace**: Employees work a combination of remote and on-site ([builtin.com](https://builtin.com/company/paytm-payments-services-limited))
- **Mission-driven engineering**: Opportunity to build payment infrastructure powering "millions of businesses across India — from neighbourhood stores to leading brands" ([paytmpayments.com](https://www.paytmpayments.com/careers))
- **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](https://www.paytmpayments.com/careers))
- **Career tracks**: Product & Engineering, Partnerships & Alliances, Merchant Operations, Data, Analytics & Growth — with both on-site and remote opportunities listed ([jobs.lever.co](https://jobs.lever.co/paytmpayments))
- **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](https://www.paytmpayments.com/careers))

## Sources
1. [paytmpayments.com](https://www.paytmpayments.com/about-us)
2. [paytmpayments.com](https://www.paytmpayments.com/careers)
3. [jobs.lever.co](https://jobs.lever.co/paytmpayments)
4. [paytmpayments.com](https://www.paytmpayments.com/)
5. [builtin.com](https://builtin.com/company/paytm-payments-services-limited)

## Other roles at Paytm Payments Services

- [SME - Online-Enterprise - Senior Manager/DGM 6074](https://feeny.ai/job/sme-online-enterprise-senior-manager-dgm-6074-paytm-payments-services-noida-fjszj1qj2864) — Noida, India
- [Team Leader - EDC Midmarket -Gulbarga](https://feeny.ai/job/team-leader-edc-midmarket-gulbarga-paytm-payments-services-gulbarga-3932397csvc7) — Gulbarga, Karnataka
- [Team Leader - Offline Merchant QR -- Kanpur](https://feeny.ai/job/team-leader-offline-merchant-qr-kanpur-paytm-payments-services-kanpur-9t9h44qbm3ed) — Kanpur, India
- [Team Leader -- EDC Midmarket -- karimnagar](https://feeny.ai/job/team-leader-edc-midmarket-karimnagar-paytm-payments-services-karimnagar-hmk83pkwtke0) — Karimnagar, India
- [Team Leader -- EDC Midmarket -- Warangal](https://feeny.ai/job/team-leader-edc-midmarket-warangal-paytm-payments-services-warangal-y7zbk1gbcr6h) — Warangal, Telangana
- [Team Leader -- EDC Midmarket -- Kalaburagi](https://feeny.ai/job/team-leader-edc-midmarket-kalaburagi-paytm-payments-services-kalaburagi-vxhk606z7e5g) — Kalaburagi, Karnataka
- [Team Leader -- EDC Midmarket -- Vijayapura](https://feeny.ai/job/team-leader-edc-midmarket-vijayapura-paytm-payments-services-vijayapura-mrrt2gb9vn5s) — Vijayapura, Karnataka
- [Team Leader -- EDC Midmarket -- Ballari](https://feeny.ai/job/team-leader-edc-midmarket-ballari-paytm-payments-services-ballari-k1dfz5kx5fzx) — Ballari, Karnataka
- [Team Leader - EDC Mid Market- Aligarh](https://feeny.ai/job/team-leader-edc-mid-market-aligarh-paytm-payments-services-aligarh-4rypb485zhnf) — Aligarh, Uttar Pradesh
- [Key Account Manager - Associate - QR - Jodhpur](https://feeny.ai/job/key-account-manager-associate-qr-jodhpur-paytm-payments-services-jodhpur-tqp8bp0e1k43) — Jodhpur, Rajasthan