Merchant Helpdesk - Associate - Email

About Us: 

Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm’s mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology.

The Merchant Helpdesk Operations team is responsible for delivering seamless merchant support and driving operational excellence across QR, EDC, and Soundbox workflows. The team handles merchant queries related to payments, settlements, devices, and other operational issues through calls and emails, while ensuring timely ticket resolution, SLA adherence, dashboard monitoring, data reconciliation, and SOP compliance. It collaborates closely with Operations, Product, Risk, Tech, and Business teams to enhance merchant experience and operational efficiency.

The Associate will be responsible for monitoring day-to-day operational workflows, managing ticket pendency and ensuring adherence to defined SOPs and SLAs. The role also involves supporting process initiatives, product suggestions identifying operational gaps, and coordinating with cross-functional teams for timely issue resolution.

• Monitor and manage operational support tickets within defined SLA/TAT.

• Maintain daily operational dashboards, trackers, and MIS with high data accuracy.

• Perform reconciliation between operational trackers and backend system data.

• Identify pending cases, aging tickets, and operational exceptions for timely closure.

• Coordinate with Product, Risk, Tech, and Business teams to resolve merchant issues.

• Ensure adherence to approved SOPs and governance guidelines across workflows.

• Validate day on day pending merchant request within SLA and close

• Insights based on the merchant request and interaction, share daily, weekly, or monthly.

• Demonstrate strong analytical thinking, ownership, and clear communication.

• Be a brand ambassador for Paytm – Stay Hungry, Stay Humble, Stay Relevant!

• Strong analytical and problem-solving skills.

• Good working knowledge of Excel / Google Sheets; SQL knowledge is an added advantage.

• High attention to detail and data accuracy.

• Ability to multitask and work in a fast-paced operational environment.

• Excellent verbal and written communication skills.

• Self-motivated with a strong ownership mindset.

• Ability to collaborate effectively with cross-functional stakeholders.

• Passion for process improvement, governance, and automation.

• Growth mindset and willingness to learn new operational tools and processes.

• Be part of a high-impact Operations Governance team driving automation and operational excellence.

• Work on data-driven dashboards, process improvements, and governance initiatives that influence business

performance.

• Collaborate across Operations, Product, Risk, and Tech teams to solve large-scale operational challenges.

• Opportunity to contribute to automation projects that reduce manual effort and improve merchant experience.

• A collaborative, ownership-driven culture focused on continuous learning and innovation.