Senior Analyst, Business Operations

The Role:

We are looking for a proactive and detail-oriented Associate, Customer Success Partner to support day-to-day merchant operations and deliver outstanding customer experience. The ideal candidate will assist in resolving merchant queries, ensuring smooth transaction flows, and coordinating with cross-functional teams for timely issue resolution. A basic understanding of payment methods and reconciliation processes will be an added advantage. This role is a great opportunity for someone who is eager to learn and grow in the fintech/customer success space.

Key Responsibilities

End-to-End Ownership of Merchant Issues:

Handle complex or high-value merchant concerns, ensuring timely and satisfactory resolution with minimal follow-ups.

Escalation Management:

Take ownership of L2/L3 escalations, coordinate with cross-functional teams (Product, Risk, Tech, FinOps), and ensure root cause identification and resolution.

Workflow Optimization & SOP Design:

Identify gaps in current processes and contribute to the creation or improvement of SOPs to enhance resolution efficiency and merchant experience.

Merchant Communication & Stakeholder Alignment:

Maintain clear and professional communication with merchants and internal stakeholders to keep all parties informed on resolution progress.

Operational Reporting & Metrics Tracking:

Track SLAs, TATs, and resolution quality metrics; generate reports for leadership to monitor performance and identify bottlenecks.

Mentorship & Peer Support:

Guide and mentor junior associates, conduct case reviews, and ensure adherence to quality and tone standards.

Special Projects & Initiatives:

Lead or contribute to strategic projects such as refund pattern analysis, feature enablement audits, or new payment flow adoption.

Product Feedback Loop:

Identify and relay recurring merchant feedback or product issues to the product/tech teams for prioritization.

Audit Readiness & Compliance:

Ensure all customer interactions, tickets, and resolutions are properly documented to support internal or regulatory audits.

Required Skills & Qualifications

Education : Bachelor’s degree in Business Administration, Operations, or a related field.

Experience : Minimum 2–3 years of experience in customer service, operations, or a similar domain.

Knowledge of Payment Ecosystem : Familiarity with UPI, Net Banking, Card Payments, eNACH, settlement processes, and refund mechanisms.