Join our Customer Strategy & Design team as an Analyst in Hyderabad. This role is integral to enhancing customer experience within our Payments division. You will contribute to building strong client relationships and ensuring exceptional service delivery, driving both functional excellence and innovation.

This position focuses on providing expert customer support for our Payments products and money movement services. You will be the primary point of contact for customers facing issues with payment processing, funding, transaction troubleshooting, and bank connectivity.

Your role will involve independently managing customer inquiries, delivering precise guidance, and ensuring a consistently smooth and satisfying customer experience. This includes proactively identifying opportunities for product adoption and upgrades, and collaborating with sales teams on potential leads.

Engage with customers through voice, chat, and email to provide comprehensive support. Assist customers with product troubleshooting, navigating workflows, installation queries, and "how to" questions. Independently diagnose and resolve issues of moderate complexity, maintaining end-to-end ownership of customer cases. Ensure meticulous and accurate documentation for all case resolutions and customer interactions. Identify opportunities to promote feature adoption and product upgrades, contributing to customer success. Support sales initiatives by identifying high-intent leads and passing them to the sales team. Adhere strictly to quality assurance, documentation, and process standards. Handle customer queries independently, requiring minimal supervision. Deliver outstanding performance against key performance indicators (KPIs) such as quality, customer satisfaction (CSAT), and productivity. Actively listen to customer needs to identify and enable sales opportunities. Maintain high-quality, compliant documentation for all cases.

A Bachelor's degree in Commerce or Finance is preferred. Possess 1-3 years of relevant experience in product support, SaaS, or customer support roles. Mandatory experience in Payments, Banking Operations, Finance Operations, Accounting, FinTech, AP, AR, or Billing domains. Experience supporting payment processing, banking, merchant services, money movement, or transaction-related workflows is advantageous. Demonstrated ability in handling international voice processes is a plus. Strong product troubleshooting capabilities are essential. Basic to intermediate accounting knowledge is required. Proficiency in CRM systems and multi-channel communication is expected. Fluency in English, preferably B2+ to C1 level.