Customer Excellence Associate

About Dodo Payments

Dodo Payments is the Monetisation Engine for AI-native products. We're a Merchant of Record + Billing & Monetization platform that helps SaaS, AI, and digital businesses accept payments globally, automate billing (subscriptions, usage-based, one-time), and stay fully compliant with taxes and regulations in 220+ countries.

We're building the growth engine that powers global digital commerce, and we’re looking for a sharp, driven Customer Excellence Associate to help take that mission forward.

Role Overview

We’re hiring a Customer Excellence Associate to be the first line of execution for merchants using Dodo Payments.

You will handle merchant queries, unblock issues, and ensure problems are resolved fast, correctly, and with context. This role sits at the intersection of Ops, Fraud, Finance, and Product.

This is an associate-level role for 1–3 years experience, on-site in Bengaluru.

What You’ll Own

• First response and resolution for merchant issues
• Support SLAs and response quality
• Accurate triaging and escalation to the right teams
• Root cause analysis and structural procedural solutions
• Clear communication with merchants during incidents
• Clean documentation of issues and resolutions
  
  

If a merchant is stuck, this role owns the first move.

What You’ll Do

Merchant Support and Issue Resolution

• Handle inbound merchant queries across onboarding, payments, payouts, refunds, and billing
• Investigate issues using internal tools and logs before escalating
• Resolve common issues independently using SOPs
• Escalate complex cases to Ops, Fraud, Finance, or Compliance with full context
  
  

Triage, RCA and Escalation

• Identify whether an issue is operational, fraud-related, financial, or product-related
• Route issues correctly and avoid back-and-forth escalations
• Follow up on escalations until resolution, not just handoff
  
  

Communication and Trust

• Communicate clearly and confidently with global merchants
• Set correct expectations on timelines and outcomes
• Handle sensitive issues like holds, delays, and investigations with professionalism
  
  

Process and Quality

• Follow SOPs and contribute to improving them
• Flag recurring issues and product gaps to Ops and Product
• Maintain accurate records for audits and internal tracking
  
  

What You Bring

• 1 to 3 years of experience in customer support, CX, ops, or platform support
• Experience supporting SaaS, fintech, or marketplace products
• Strong written and verbal communication skills
• High attention to detail and ownership mindset
• Ability to stay calm under pressure and ambiguity
  
  

Nice to Have

• Exposure to payments, fintech, or billing products
• Experience working with ticketing tools and internal dashboards
• Comfort reading basic logs or data
• Experience supporting global customers
  
  

What This Role Is Not

• Not a call-center role
• Not a sales role
• Not a passive ticket-forwarding role
  
  

This role exists to solve problems, not just respond.

Why Join Dodo Payments

• Build the CX engine for one of the fastest-growing fintechs powering global AI-native businesses.
• Direct access to founders and strategic decision-making.
• Full ownership from day one - your impact is measurable and immediate.
• Exposure to international markets and AI startup ecosystems.
• On-site role in Bengaluru’s startup hub.
  
  

Perks & Benefits

• Competitive salary + performance-based commission.
• Opportunity to define CX engine for a fast-growing fintech platform.
• High autonomy and fast decision cycles.
• Health insurance and team offsites.
  
  

Want to help build the financial rails for the next generation of AI businesses?Let’s talk.

Skills: communication,ops,customer,cx,automation