Paytm Payments Services
Employee escalations : Associate : MHD
- Location
- Madhya Pradesh, IN
- Arrangement
- On-site
- Employment type
- Other
- Level
- Entry level
- Posted
- 16 September 2026 (15 days ago)
Checked 15 days agoApplications go to the employer, never to RoleSprint
About this role
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.
Work location
- Madhya Pradesh, IN
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About this listing
Published on Lever under the board identifier Paytmpayments, which is the name the employer’s own job board carries. RoleSprint has not verified the company’s registered or trading name, so it is shown exactly as published rather than tidied up.
RoleSprint is not the employer and not a recruiter. Applications are made on the employer’s own site and never reach us; what RoleSprint does is help you decide whether a role is worth your time and prepare for it if it is.
Published 16 September 2026, last checked 15 days ago. A posting stops being advertised here 90 days after the employer published it, and one the employer takes down is marked closed rather than quietly removed.