Customer Support Executive

Pune, India

PayGlocal is a global payments company that fosters global commerce. Our suite of offerings facilitate cross-border payments and solve the challenges surrounding it through three main pillars - the business, the experience and the associated risk. Founded by finance veterans and experts, our understanding of merchant business, international business, security and regulatory standards help build impactful payment solutions. We partner with large enterprises and export merchants for seamless customer payment journeys. Be a part of lasting innovation - create new products, new processes and new standards. Join us to help us shape the future of payments. Position Overview: The Assistant Manager – Customer Success will be responsible for managing and nurturing relationships with merchants using PayGlocal’s cross-border payment solutions. The role ensures seamless onboarding, smooth transaction processing, and ongoing optimization of global payment flows. This position requires strong technical understanding of payment gateways, risk systems, and cross-border payment operations, along with exceptional customer-facing skills.

What will you be working on
  • Merchant Relationship Management: Serve as the primary point of contact for assigned PayGlocal merchants, ensuring a frictionless experience throughout the merchant lifecycle. Manage onboarding, KYC/KYB documentation, activation, API setup, and go-live processes. Conduct merchant training sessions on dashboards, settlements, reconciliation, and dispute workflows.
  • Payments Operations & Issue Resolution: Monitor transaction performance, success rates, declines, chargebacks, and fraud patterns for assigned merchants. Work with Product, Tech, Operations, and Risk teams to resolve payment failures, integration issues, and operational queries. Support merchants in understanding compliance requirements for cross-border transactions.
  • Cross-functional Collaboration: Escalate technical issues to engineering and follow up until closure. Collaborate with Risk & Compliance for merchant due-diligence, fraud alerts, and transaction monitoring. Provide insights to Product teams based on merchant feedback and market trends.
  • Reporting & Insights: Prepare weekly and monthly merchant performance dashboards. Present findings and recommendations to management and stakeholders.
  • Team Support: Mentor Customer Success Associates/Executives and assist the Manager in planning workloads. Contribute to refining SOPs, and merchant communication templates.
Qualifications
  • Bachelor’s degree in Business, Finance, Technology, or related field.
  • 1 to 2 years of experience in Customer Success or Account Management within fintech, preferably payments or merchant services.
  • Experience with payment gateways, card networks, cross-border transactions, or acquiring is a strong advantage.
Preferred
  • Technical Skills: Understanding of payment flows (authorization → capture → settlement → refunds → chargebacks). Familiarity with APIs, webhooks, and merchant integration processes. Knowledge of merchant onboarding, risk procedures, KYC/KYB, and regulatory frameworks. Strong analytical abilities with proficiency in Excel, dashboards, and reporting tools.
  • Good to have Skills: Strong customer empathy and problem-solving mindset. Excellent communication, negotiation, and stakeholder-handling skills. Ability to thrive in a fast-paced, high-growth fintech environment. Attention to detail with strong follow-through on issues.