About Paytm
India's leading digital payments platform for all
Key Highlights
- Over 8 million merchants using Paytm's payment solutions
- Raised $3 billion in funding from investors like Ant Group
- Valued at approximately $16 billion
- Headquartered in Noida, Uttar Pradesh, India
Paytm, headquartered in Noida, Uttar Pradesh, is India's largest digital payments platform, serving over 8 million merchants with its diverse payment solutions. The company enables consumers to make seamless transactions from any bank account to any bank account without incurring fees. As a pioneer ...
🎁 Benefits
Paytm offers competitive salaries, equity options, generous paid time off (PTO), and a flexible remote work policy to support work-life balance....
🌟 Culture
Paytm fosters a culture of innovation and agility, emphasizing a data-driven approach to decision-making and a commitment to enhancing user experience...
Overview
Paytm is hiring a Process Trainer - Team Lead to manage the Merchant Helpdesk team and enhance support operations. You'll be responsible for organizing training sessions and improving the support experience. This role requires strong leadership and operational management skills.
Job Description
Who you are
You have experience in managing teams and operations, particularly in customer support environments. You understand the intricacies of training and development, and you are adept at creating workflows that enhance team efficiency. Your ability to analyze performance metrics and gather feedback allows you to continuously improve processes and support experiences. You are comfortable working with technical documentation and have a knack for troubleshooting day-to-day issues faced by support teams.
You possess strong communication skills, enabling you to effectively collaborate with various teams, including tech and product teams. You are detail-oriented and can create comprehensive reports that provide insights into customer issues and team performance. Your leadership style encourages team members to excel and fosters a culture of continuous improvement.
What you'll do
In this role, you will manage users, teams, and roles for all teams accessing Freshdesk. You will organize training sessions for the support and operations teams, ensuring they are well-equipped to handle merchant queries and concerns. You will draft end-to-end workflows for email, phone, and chat support, and work on development and enhancements to tools that improve product experience. Your responsibilities will include creating manuals and flow charts for technical documentation, defining team configurations, and managing SLAs and escalation matrices. You will also share requirements with the tech/product team for database integration and create detailed reports on customer issues and support team performance.
What we offer
At Paytm, you will be part of a mission-driven company that aims to democratize financial services for millions of Indians. You will have the opportunity to work in a dynamic environment where your contributions directly impact the support experience of our merchants. We believe in creating wealth for our employees and offer competitive compensation packages. Join us in shaping the future of mobile payments and financial services in India.
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