Merchant Helpdesk - Operations

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. Role Overview: We are looking for a Merchant Help Desk Operations professional who will be responsible for managing merchant queries, complaints and service requests while ensuring timely resolution and a seamless merchant experience. The role will involve working closely with Sales, Operations, Product, Technology, Risk, Payments and Field teams to resolve merchant issues and improve support processes. Key Responsibilities:

• Manage day-to-day Merchant Help Desk operations and ensure timely resolution of merchant queries and complaints.
• Handle merchant issues related to QR, Soundbox, EDC/POS machines, transactions, settlements and payment services.
• Monitor tickets and service requests and ensure adherence to defined SLA/TAT.
• Coordinate with internal and field teams for resolution of merchant issues.
• Manage escalations and ensure critical issues are followed up until closure.
• Track key operational metrics including ticket volume, TAT, SLA adherence, resolution rate, ageing and backlog.
• Prepare and maintain daily/weekly MIS and operational reports.
• Identify recurring merchant issues and highlight them to relevant teams for permanent resolution.
• Support the creation and implementation of SOPs, processes and escalation matrices.
• Analyse merchant complaints and operational data to identify trends and process gaps.
• Work closely with Sales and Field Operations teams to improve merchant support and service experience.
• Support initiatives around process improvement, automation and reduction of manual intervention.
• Ensure adherence to defined operational processes and service standards. Key Skills & Competencies:
• Experience in Help Desk, Customer Support Operations, Merchant Operations, Service Operations or similar functions.
• Good understanding of ticket management, complaint handling and SLA/TAT tracking.
• Experience in FinTech, Payments, Banking, E-commerce or Consumer Internet will be preferred.
• Basic understanding of digital payment products such as QR, POS/EDC, Soundbox and digital payments is an advantage.
• Strong follow-up and problem-solving skills.
• Good communication and stakeholder management skills.
• Comfortable working in a fast-paced, high-volume operational environment.
• Good knowledge of MS Excel and MIS reporting.
• Process-oriented with strong attention to detail. Why Paytm Payments? Opportunity to work in a large-scale payments ecosystem and contribute directly to improving the support experience for Paytm's merchant network.