Customer Support Executive · Bengaluru

Instamojo is looking for a Customer Support Executive in Bengaluru to assist merchant users, address payment and platform queries, and ensure exceptional customer satisfaction.

Responsibilities

• Handle day-to-day merchant queries regarding payments, online store setup, and account management.
• Provide prompt and effective resolutions across email, chat, and support ticket channels.
• Troubleshoot basic technical and transaction-related issues faced by merchants.
• Coordinate with internal tech, risk, and operations teams to resolve escalated complaints.
• Maintain high first-contact resolution rates and adhere to defined service level agreements (SLAs).
• Guide merchants on using Instamojo product features, integrations, and payment workflows.
• Document customer interactions and solutions accurately in the CRM or ticketing system.
• Identify recurring issues and communicate user feedback to the product and engineering teams.
• Follow up with users to ensure complete satisfaction and build positive merchant relationships.
• Stay updated on new product releases, compliance updates, and platform policies.