M1 Manager - Customer Support

About the Team:

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 Manager - Customer Support to lead our customer support operations and drive exceptional customer experiences across our fintech platform. This role requires a dynamic leader who can manage high-volume customer interactions while ensuring compliance with financial regulations and maintaining the highest service standards.

Key Responsibilities

Team Leadership and Mangement

• Lead and manage a team of 20-30 customer service representatives
• Ensure superior customer experience across all touchpoints (phone, chat, email, social media)
• Monitor and improve key metrics: CSAT/MSAT, NPS, FCR, AHT, and SLA compliance
• Handle escalated customer complaints and complex financial disputes
• Develop customer retention strategies and proactive support initiatives
• Develop and implement customer service policies, procedures, and best practices
• Conduct performance reviews, provide coaching, and manage team development
• Create and maintain training programs for new hires and ongoing skill development

• Oversee customer support for digital payments, lending, investments, and banking services
• Ensure compliance with financial regulations (RBI)
• Coordinate with product teams on customer feedback and feature requests

Process Optimization

• Implement and optimize customer service technologies and tools
• Develop automated solutions and self-service capabilities based on Gen AI Capibilities
• Create detailed reporting and analytics on customer service performance
• Lead continuous improvement initiatives and cost optimization projects

Process Improvement & Quality Assurance

• Identify process gaps and recommend improvements to enhance overall customer experience
• 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  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

Requirements:

Essential Qualifications:

• 2-5 years of experience in Mangerial role 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

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
• 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

Key Competencies:

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

What we offer?

• A positive, get-things-done workplace
• A dynamic, constantly evolving space (change is par for the course – important you are comfortable with this)
• An inclusive environment that ensures we listen to a diverse range of voices when making decisions.
• Ability to learn cutting edge concepts and innovation in an agile start-up environment with a global scale
• Access to 5000+ training courses accessible anytime/anywhere to support your growth and development (Corporate with top learning partners like Harvard, Coursera, Udacity)

About us:

PayU, India's leading diversified fintech platform with Prosus as an investor, operates businesses that are regulated by the Reserve Bank of India and offers advanced solutions to meet the digital financial services needs of customers (merchants, banks, and consumers).

PayU provides payment gateway solutions to online businesses through its cutting-edge and award-winning technology and has empowered 4.5 lakhs+ businesses, including India’s leading enterprises, e-commerce giants and SMBs. It enables businesses to collect digital payments across 100+ online payment methods such as Credit Cards, Debit Cards, Net Banking, EMIs, pay-later, QR, UPI, Wallets, and more. It’s a preferred partner in the affordability ecosystem, offering the maximum coverage of issuers and easy-to-implement integrations across card-based EMIs, pay-later options and new-age cardless EMIs. PayU offers e-commerce brands best-in-industry success rates while ensuring a seamless checkout experience. PayU’s through its PayTech division, Wibmo provides market leading authentication and risk TSP services to leading banks in India and 30+ countries and through its NBFC, PayU Finance, it empowers 3.5 lakh+ merchants and 6 million consumers offering innovative and flexible credit solutions. Please visit: www.payu.in  for more information.

Our Commitment to Building A Diverse and Inclusive Workforce

As a global and multi-cultural organization with varied ethnicities thriving across locations, we realize that our responsibility towards fulfilling the D&I commitment is huge. Therefore, we continuously strive to create a diverse, inclusive, and safe environment, for all our people, communities, and customers. Our leaders are committed to create an inclusive work culture which enables transparency, flexibility, and unbiased attention to every PayUneer so they can succeed, irrespective of gender, color, or personal faith. An environment where every person feels they belong, that they are listened to, and where they are empowered to speak up. At PayU we have zero tolerance towards any form of prejudice whether a specific race, ethnicity, or of persons with disabilities, or the LGBTQ communities.