Team Lead - Process Trainer - MHD

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.

About the team

The Merchant Helpdesk team handles merchant queries and concerns on QR code,EDC and Soundbox-related issues like payment, settlement, device-related issues, etc.

About the role:

• Manage users, teams, and roles for all teams (support, operations, etc) accessing Freshdesk.

• Organize training sessions for the teams.

• Understand the operations team tasks and draft end-to-end workflow for email support, phone and chat support. 

• Development/enhancements to tools to improve product experience.

• Create a manual/flow chart with technical documentation of the processes for approval purposes.

• Define & configure teams, source-based assignment, skill-based assignment, roster management, SLAs and escalation matrix 

• Share requirements with the tech/product team for integration with the database. Identify which fields to be passed, what/when needs to be updated, etc. 

• Create and share detailed reports with detailed insights into customer issues and support team performance on a daily, weekly, and monthly basis. 

• Continuously improve the support experience & SLAs by gathering feedback from the support & operations team. 

• Manage & troubleshoot day-to-day issues faced by the support team.

What You Will Need For This Position

• At least 2-5 years’ experience as an administrator within a CRM platform, preferably Freshdesk environment. 

• Excellent written and verbal communication

• Strong presenting/communication skills and able to work with a wide range of stakeholders 

• Experience working within the tech/start- up/Fintech space (Preferred)

Personal Attributes:

• Communication skills: Excellent verbal, written and interpersonal communication skills. 

• Presentation skills: able to convey a point in a clear and effective way while delivering in a professional yet warm and personable style. 

• Teamwork: able to work effectively with others in a group and participate in new ideas generation. 

• Results orientation: you are a person who likes to complete a project on time and done well. 

• Problem solver: you can demonstrate that you can think your way out of a problem/challenge using your own initiative. 

• Multi-tasking: manage and prioritize different tasks in line with SLA’s and deadlines.

• Ability to adapt to a fast paced and dynamic environment.

Why join us?

● A collaborative output driven program that brings cohesiveness across businesses through technology

● Improve the average revenue per use by increasing the cross-sell opportunities

● A solid 360 feedback from your peer teams on your support of their goals

● Respect, that is earned, not demanded from your peers and manager

Compensation:

If you are the right fit, we believe in creating wealth for you. With an enviable 500 million registered users, 21 million+ merchants, and a depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers and merchants, and we are committed to it. India’s largest digital lending story is brewing here. It’s your opportunity to be a part of the story!

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.