One97 Communications Ltd is an Indian multinational technology company, headquartered in Noida, Uttar Pradesh, India. It was founded in 2000 by Vijay Shekhar Sharma. Through its subsidiaries and businesses, the company offers digital payment and financial services to consumers and merchants in India.

CST Associate-Paytm Money

As a CST Associate at Paytm Money, you will be part of the Customer Support Team, providing top-tier service to users and resolving their issues effectively. This role requires excellent communication skills and a customer-first mindset to ensure a positive experience for all Paytm Money customers.

Key Responsibilities:

Customer Query Handling:

Respond to customer inquiries related to mutual funds, equity trading, account setup, and other financial products offered on the Paytm Money platform.

Resolve customer queries through multiple channels (email, chat, phone) in a timely and professional manner.

Maintain a high level of customer satisfaction by providing accurate and timely information.

Issue Resolution:

Troubleshoot and resolve user issues related to account operations, transactions, KYC processes, etc.

Work closely with the technical and product teams to escalate and resolve complex issues or bugs that affect customers.

Track and follow up on pending customer issues to ensure quick and effective resolution.

Customer Feedback & Improvements:

Record customer feedback and insights, and share them with relevant teams for continuous product and service improvement.

Identify trends in customer queries and work on improving processes to minimize recurring issues.

Documentation & Reporting:

Maintain logs of customer interactions, issues, and resolutions in the CRM system.

Prepare daily/weekly reports on customer queries, escalations, and overall service levels.

Analyze the data to provide actionable insights and recommendations to improve customer experience.

Compliance & Process Adherence:

Ensure all customer interactions are handled in line with regulatory guidelines and company policies.

Follow protocols for handling sensitive financial and personal information.

Stay updated on product knowledge, processes, and industry regulations to provide accurate information to customers.

Collaboration & Cross-functional Support:

Collaborate with internal teams including sales, marketing, compliance, and product to resolve customer issues.

Work with external vendors/partners, if required, to ensure smooth operations and customer experience.

Skills & Qualifications:

Educational Background: Bachelor’s degree in any discipline, preferably in Finance, Business, or related fields.

Experience: 2-4 years of experience in customer support or client servicing, preferably in financial services or fintech.

Merchant Operations-Senior Associates

About Us: Paytm is India’s leading financial services company that offers full-stack payments & financial solutions to consumers, offline merchants and online platforms. The company is on a mission to bring half a billion Indians into the mainstream economy through payments, commerce, banking, investments, and financial services. One97 Communications Limited that owns the brand Paytm is founded by Vijay Shekhar Sharma.

About the team:The requirement is in the Merchant Helpdesk (MHD) team. MHD is responsible for creating a unique customer experience for Paytm Merchants with optimized operational processes guided by data analytics. Hustle with one of the most hard-working teams – being in the service industry, each day is a busy day for us and we strive in order to make sure that each merchant who is raising a query with us goes back with a smile on his/her face.

About the role: Handling merchant escalations and resolving them on top priority.Primary objective will be to deliver unparalleled merchant satisfaction by proactively assisting and resolving any issues raised by our merchant.

Expectations/ Requirements: Resolve merchant complaints that are received from RBI, nodal officer, social media or any of the senior management escalation. Understanding each query type, liaison with internal stakeholders to get the concerns resolved, and revert back to customers with defined TAT. Comfortable with working in shifts.Innovative in written and verbal communication. Preparing RCAs for the escalation received.Adherence to the agreed turnaround time ensure desired output in terms of Productivity, Quality.CSAT and NO REPEAT escalation for cases handled.

Superpowers/ Skills that will help you succeed in this role : 2+ years of experience in a similar role. Critical thinker and problem-solving skills. Goodc ommand of English communication skills, both written and verbal. Escalation ManagementAny Graduate is Preferable.

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 opportunitiesA solid 360 feedback from your peer teams on your support of their goalsRespect, that is earned, not demanded from your peers and manager

Paytm Ads ops (Monetization)

Paytm is India’s leading digital payments and financial services company, which is focused on driving consumers and merchants to its platform by offering them a variety of payment use cases. Paytm provides consumers with services like utility payments and money transfers, while empowering them to pay via Paytm Payment Instruments (PPI) like Paytm Wallet, Paytm UPI, Paytm Payments Bank Net banking, Paytm FASTag and Paytm Postpaid – Buy Now, Pay Later. To merchants, Paytm offers acquiring devices like Soundbox, EDC, QR and Payment Gateway where payment aggregation is done through PPI and also other banks’ financial instruments. To further enhance merchants’ business, Paytm offers merchants commerce services through advertising and Paytm Mini app store. Operating on this platform leverage, the company then offers credit services such as merchant loans, personal loans and BNPL, sourced by its financial partners.

About the team: Paytm Ads is Paytm’s digital advertising vertical that offers innovative ad solutions to clients across industries It offers advertisers the opportunity to engage with 300Mn+ users who interact with over 200 payment & retail services, online and offline – offered on the Paytm app. Paytm Ads maps the user transactions to their lifestyle choices and creates customized segmentation cohorts for sharp shooting ad campaigns to the most relevant TG.

Expectations/ Requirements

Key Responsibilities:

Campaign Management:

-Oversee the setup, implementation, and management of digital ad campaigns on proprietary Ad Manager.

-Monitor and analyze campaign performance metrics to ensure objectives are met and exceeded.

-Conduct A/B testing and other optimization strategies to improve campaign performance.

Optimization:

-Develop and implement optimization strategies to improve ROI and key performance indicators (KPIs).

-Utilize data analysis tools and techniques to identify trends and insights that drive optimization efforts.

-Collaborate with creative and content teams to ensure ads are performing optimally.

Reporting and Analysis:

-Generate and present detailed reports on campaign performance, providing actionable insights and recommendations.

-Utilize analytics tools to track and measure campaign success.

-Conduct post-campaign analysis to determine the effectiveness and provide insights for future campaigns.

Troubleshooting and Problem Solving:

-Ensure all ads comply with platform policies and guidelines.

Collaboration:

-Own client relationship.

-Work closely with sales, Client and product teams to align advertising strategies with overall business goals.

-Participate in strategy sessions and provide insights based on campaign performance data.

-Train and mentor junior team members, sharing best practices and optimization techniques.

Why join us

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

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

With enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & 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!

Product Management – Product Manager – CST Product

Title – Product Management – Product Manager – CST (Gen AI)

About Us: Paytm is India’s leading financial services company that offers full-stack payments & financial solutions to consumers, offline merchants and online platforms. The company is on a mission to bring half a billion Indians into the mainstream economy through payments, commerce, banking, investments, and financial services. Its investors include Softbank, Ant Financial, AGH Holdings, Elevation Capital, Berkshire Hathaway, T Rowe Price, and Discovery Capital.

About the Team:

At CST Product we are redefining the experience of our customers, using AI and automations which will help us to identify the user intent with Context to provide one click resolution and adding intelligence to identify product gaps and downtime. We are also building a scalable platform to integrate with multiple products to provide Data sanity and Unified Customer experience

About the Role:

We’re seeking an experienced Product Manager to lead the development and scaling of cutting-edge Generative AI (Gen AI) and Large Language Model (LLM) powered products for the Fintech industry. If you have a passion for building innovative products, a data-driven problem-solving mindset, and a willingness to learn, we’d love to hear from you!

Responsibilities:

– Build and launch Gen AI and LLM powered products that transform the Fintech industry

– Collaborate with cross-functional teams, including Engineering, Design, and Data Science

– Develop product roadmaps, requirements, and user stories

– Analyze data to inform product decisions and measure success

– Stay up-to-date with industry trends and emerging technologies

Requirements:

– 4-6 years of product experience, with a focus on Gen AI and LLM powered products

– Hands-on experience building and scaling AI-powered products

– Open to learning, inquisitive, and growth-oriented mindset

– Data-driven problem-solving skills, with experience working with data analytics tools

– Excellent communication, collaboration, and project management skills

What We Offer:

– Opportunity to develop and scale state-of-the-art Gen AI powered products for Fintech

– Chance to learn from the best minds in Engineering and product domains

– Competitive salary and benefits package

– Collaborative, dynamic, and innovative work environment