Senior Analyst, Business Operations

About the role

Senior Analyst, Business Operations Razorpay is one of India’s leading full-stack financial technology companies, powering the way businesses move, manage, and grow money. Founded in 2014 by Harshil Mathur and Shashank Kumar with a simple vision - to simplify payments for Indian businesses - we’ve since grown into a fintech powerhouse driving India’s digital payment revolution. Razorpay powers millions of businesses with a smarter, scalable stack that goes beyond transactions to help them truly build and grow. From building AI-native agentic payments, to AI-assisted fraud detection and real-time risk intelligence to automated reconciliation, smart payouts, and predictive financial insights, we are embedding intelligence across our stack to make money movement faster, safer, and more efficient. In close collaboration with ecosystem partners - including banks, networks, regulators - we are pioneering industry-first solutions that are shaping the next era of fintech Across India, Singapore and Malaysia, our products span everything from seamless checkouts to payroll automation - powering a fintech ecosystem that’s redefining how money moves across Asia. Today, that ecosystem supports everyone from early-stage startups to some of India’s largest enterprises, enabling them to accept, process, and disburse payments at scale while expanding into new ways of managing money more efficiently. Our scale speaks volumes: Razorpay processes $180+ billion in annualized transactions, powering leading businesses like Airbnb, Facebook, WhatsApp, Airtel, CRED, BookmyShow, Zomato, Swiggy, Lenskart, Mirae Asset Capital markets, Indian Oil, National Pension Scheme - and over 100 of India’s unicorns. With strong roots in India and growing operations in Southeast Asia, we are shaping the next chapter of financial technology across the region. We are backed by global investors including GIC, Peak XV Partners (formerly Sequoia Capital India & SEA), Tiger Global, Ribbit Capital, Matrix Partners, MasterCard, and Salesforce Ventures, having raised over $740 million to date. Strategic acquisitions - including Ezetap (POS and offline payments), Curlec (Malaysia expansion), BillMe (digital invoicing), and POP (rewards-first UPI) - along with earlier moves in fraud prevention, payroll, and lending, have further strengthened our platform and widened our footprint across Asia. But what truly sets Razorpay apart is our culture. At Razorpay, ownership is our oxygen - you own what you build, with no micromanagement or red tape, just the runway to make your ideas fly. Learning is a lifestyle - if you’re curious, you’ll feel at home here. People > Pedigree - we hire for attitude, hustle, and hunger more than degrees. Transparency thrives over titles - this is where interns question CXOs and CXOs say “thank you.” Guided by our values of Customer First, Autonomy & Ownership, Agility with Integrity, Transparency, Challenging the status quo and a strong belief that Razorpay grows with Razors, you’ll be part of a 3000+ strong team building not just products, but the financial infrastructure of the future. The Role: We are looking for a proactive and detail-oriented Associate, Customer Success Partner to support day-to-day merchant operations and deliver outstanding customer experience. The ideal candidate will assist in resolving merchant queries, ensuring smooth transaction flows, and coordinating with cross-functional teams for timely issue resolution. A basic understanding of payment methods and reconciliation processes will be an added advantage. This role is a great opportunity for someone who is eager to learn and grow in the fintech/customer success space. Key Responsibilities - End-to-End Ownership of Merchant Issues: - Handle complex or high-value merchant concerns, ensuring timely and satisfactory resolution with minimal follow-ups. - Escalation Management: - Take ownership of L2/L3 escalations, coordinate with cross-functional teams (Product, Risk, Tech, FinOps), and ensure root cause identification and resolution. - Workflow Optimization & SOP Design: - Identify gaps in current processes and contribute to the creation or improvement of SOPs to enhance resolution efficiency and merchant experience. - Merchant Communication & Stakeholder Alignment: - Maintain clear and professional communication with merchants and internal stakeholders to keep all parties informed on resolution progress. - Operational Reporting & Metrics Tracking: - Track SLAs, TATs, and resolution quality metrics; generate reports for leadership to monitor performance and identify bottlenecks. - Mentorship & Peer Support: - Guide and mentor junior associates, conduct case reviews, and ensure adherence to quality and tone standards. - Special Projects & Initiatives: - Lead or contribute to strategic projects such as refund pattern analysis, feature enablement audits, or new payment flow adoption. - Product Feedback Loop: - Identify and relay recurring merchant feedback or product issues to the product/tech teams for prioritization. - Audit Readiness & Compliance: - Ensure all customer interactions, tickets, and resolutions are properly documented to support internal or regulatory audits. Required Skills & Qualifications - Education : Bachelor’s degree in Business Administration, Operations, or a related field. - Experience : Minimum 2–3 years of experience in customer service, operations, or a similar domain. - Knowledge of Payment Ecosystem : Familiarity with UPI, Net Banking, Card Payments, eNACH, settlement processes, and refund mechanisms. Razorpay believes in and follows an equal employment opportunity policy that doesn't discriminate on gender, religion, sexual orientation, colour, nationality, age, etc. We welcome interests and applications from all groups and communities across the globe. Follow us on LinkedIn & Twitter Bengaluru

Key responsibilities

• check_circleCollaborate with the team on day-to-day project tasks
• check_circleLearn tools and processes used by the organization
• check_circleDocument work and participate in team meetings
• check_circleSupport quality checks and continuous improvement

Requirements

• check_circleEnd-to-End Ownership of Merchant Issues:
• check_circleHandle complex or high-value merchant concerns, ensuring timely and satisfactory resolution with minimal follow-ups.
• check_circleEscalation Management:
• check_circleTake ownership of L2/L3 escalations, coordinate with cross-functional teams (Product, Risk, Tech, FinOps), and ensure root cause identification and resolution.
• check_circleWorkflow Optimization & SOP Design:
• check_circleIdentify gaps in current processes and contribute to the creation or improvement of SOPs to enhance resolution efficiency and merchant experience.
• check_circleMerchant Communication & Stakeholder Alignment:
• check_circleMaintain clear and professional communication with merchants and internal stakeholders to keep all parties informed on resolution progress.
• check_circleOperational Reporting & Metrics Tracking:
• check_circleTrack SLAs, TATs, and resolution quality metrics; generate reports for leadership to monitor performance and identify bottlenecks.
• check_circleMentorship & Peer Support:
• check_circleGuide and mentor junior associates, conduct case reviews, and ensure adherence to quality and tone standards.

Skills & keywords

Benefits & perks

• check_circleMentorship
• check_circleCertificate of completion
• check_circleFlexible work arrangement where applicable