P2 Associate Manager - Customer Support

About the Team:

The Care team at PayU Payments India serves as the frontline support for our customers, ensuring seamless resolution of payment-related queries and technical issues with empathy and expertise. Our dedicated professionals work round-the-clock to deliver exceptional customer experience while maintaining the highest standards of service quality and operational excellence.

About the Role:

The Social Media Escalation Analyst is responsible for managing and resolving complex customer issues that have escalated through social media channels. This role involves monitoring social media platforms, analysing customer sentiment, identifying critical escalations, and providing timely resolution to protect brand reputation. The position requires a deep understanding of social media dynamics, crisis management, and customer service excellence to enhance customer satisfaction and maintain positive brand perception across digital platforms.

Responsibilities:

Monitor and manage social media escalations

Analyze social media sentiment and engagement data

Collaborate with cross-functional teams

Track and report on escalation metrics

Conduct root cause analysis

Engagement with complainants and

Requirements:

• Graduate (Bachelor’s degree), degree in communication, marketing is a +
• 2-4 years of proven experience in social media management, customer service, or crisis communication
• Demonstrated experience handling customer escalations in digital environments
• Experience with social media management tools and analytics platforms

What we offer?

• A positive, get-things-done workplace
• A dynamic, constantly evolving space (change is par for the course – important you are comfortable with this)
• An inclusive environment that ensures we listen to a diverse range of voices when making decisions.
• Ability to learn cutting edge concepts and innovation in an agile start-up environment with a global scale
• Access to 5000+ training courses accessible anytime/anywhere to support your growth and development (Corporate with top learning partners like Harvard, Coursera, Udacity)

About us:

At PayU, we are a global fintech investor and our vision is to build a world without financial borders where everyone can prosper. We give people in high growth markets the financial services and products they need to thrive. Our expertise in 18+ high-growth markets enables us to extend the reach of financial services. This drives everything we do, from investing in technology entrepreneurs to offering credit to underserved individuals, to helping merchants buy, sell, and operate online. Being part of Prosus, one of the largest technology investors in the world, gives us the presence and expertise to make a real impact. Find out more at www.payu.com

Our Commitment to Building A Diverse and Inclusive Workforce

As a global and multi-cultural organization with varied ethnicities thriving across locations, we realize that our responsibility towards fulfilling the D&I commitment is huge. Therefore, we continuously strive to create a diverse, inclusive, and safe environment, for all our people, communities, and customers. Our leaders are committed to create an inclusive work culture which enables transparency, flexibility, and unbiased attention to every PayUneer so they can succeed, irrespective of gender, color, or personal faith. An environment where every person feels they belong, that they are listened to, and where they are empowered to speak up. At PayU we have zero tolerance towards any form of prejudice whether a specific race, ethnicity, or of persons with disabilities, or the LGBTQ communities.