Employee escalations : Associate : MHD
paytmpayments
Employee escalations : Associate : MHD
paytmpayments· Merchant Helpdesk
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.
Frequently Asked Questions
Is the salary disclosed for the Employee escalations : Associate : MHD position at paytmpayments?
The salary for this Employee escalations : Associate : MHD role at paytmpayments is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Employee escalations : Associate : MHD position at paytmpayments located?
This Employee escalations : Associate : MHD role at paytmpayments is based in Indore, Madhya Pradesh. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Which team or department does the Employee escalations : Associate : MHD at paytmpayments belong to?
This Employee escalations : Associate : MHD position is part of the Merchant Helpdesk department at paytmpayments. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Employee escalations : Associate : MHD position at paytmpayments?
Click the "Apply Now" button on this page. You will be redirected to paytmpayments's official application portal hosted on lever where you can submit your application directly.
When was the Employee escalations : Associate : MHD job at paytmpayments posted?
This Employee escalations : Associate : MHD position at paytmpayments was posted on Sep 16, 2026. Apply as soon as possible — early applications are often reviewed first.
Employee escalations : Associate : MHD
paytmpayments
You'll be redirected to paytmpayments's official application page on Lever.