About Us:
Paytm is India’s leading mobile payments and financial services distribution company. As the pioneer of the mobile QR payments revolution in India, Paytm builds cutting-edge technologies that empower small businesses with seamless payments and commerce solutions. Our mission is to bring half a billion Indians into the mainstream economy through the power of technology.
About the Role:
We are looking for a strong operations leader to head merchant device service operations for Paytm’s Soundbox and EDC/POS ecosystem across India.
This role will own the end-to-end merchant service journey after device deployment — including ticket management, customer issue resolution, field servicing operations, outbound support operations, and service experience transformation.
The individual will lead large-scale service operations spanning multiple channels including merchant app support, IVR/toll-free channels, AI-led customer interactions, outbound calling teams, and field service networks. The role requires building scalable systems and processes to drive faster resolutions, improve merchant experience, and minimize device downtime.
The ideal candidate should have deep expertise in customer operations, field service management, contact center operations, and large-scale operational execution in a fast-paced environment.
Key Responsibilities
Merchant Service Operations
Service Resolution & Field Operations
Device Service & Quality Management
Merchant Experience & Retention
AI & Automation Enablement
Contact Center & Partner Management
Analytics & Operational Excellence
Leadership
Ideal Candidate Profile
Experience
Skills & Competencies
Education
Success Metrics
Why This Role Matters:
This role is central to delivering a seamless merchant experience for Paytm’s rapidly growing device ecosystem. The leader will directly influence merchant satisfaction, device uptime, operational efficiency, and long-term merchant retention by building one of the most scalable and tech-enabled service operations networks in the country.
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