4 Payment gateways Jobs in Chennai | Payment gateways Job openings in Chennai

Job Summary

We are looking for an experienced Chat Support Lead to manage our chat and customer support team. You will lead the team, train new members, check the quality of their replies, handle difficult customer cases yourself, and share customer insights with management to help improve the app.

Key Responsibilities

Team Leadership

·       Lead, guide, motivate, and manage a team of chat and customer support executives.

·       Conduct daily team huddles to communicate updates, priorities, and targets.

·       Conduct regular one-on-one discussions to review performance and provide feedback.

·       Manage team attendance, leave approvals, schedules, and discipline.

·       Build a positive, collaborative, and customer-focused team culture.

Shift Planning & Support Operations

·       Prepare weekly shift rosters to ensure continuous coverage across chat, calls, and email support.

·       Plan extra coverage during peak periods, including festival seasons, promotional campaigns, and significant gold price movements.

·       Monitor live support queues and reallocate team members based on workload and business requirements.

·       Ensure service levels and response-time targets are consistently achieved.

Training & Coaching

·       Train new employees on Aura Gold products, systems, tools, processes, and customer service standards.

·       Conduct refresher training on new features, offers, policies, and process updates.

·       Coach team members on empathy, professional communication, clear writing, and handling difficult customers.

·       Ensure responses are personalised, relevant, and customer-focused rather than repetitive or copy-paste responses.

·       Identify skill gaps and implement appropriate coaching and training plans.

Quality Assurance

·       Conduct regular quality reviews of customer chats, calls, and emails.

·       Evaluate interactions based on accuracy, communication, empathy, compliance, and resolution quality.

·       Provide timely feedback and track individual improvement.

·       Maintain and regularly update response templates, FAQs, knowledge bases, and SOPs.

·       Identify recurring quality issues and recommend corrective actions.

Escalation Management

• Personally manage and resolve critical or sensitive customer issues, including:

·       Money debited but gold not credited.

·       Failed or pending payments and refunds.

·       Autopay-related issues.

·       Delayed sell or withdrawal payouts.

·       KYC rejections and account-related issues.

·       Delayed or missing gold deliveries.

·       Highly dissatisfied or escalated customers.

• Coordinate with relevant teams to ensure timely resolution of escalated cases.

• Escalate issues to senior management, technology, payments, product, operations, or legal teams wherever required.

• Immediately flag suspected fraudulent or suspicious transactions to the Risk team.

Cross-Functional Coordination

·       Work closely with Payments, Technology, Product, Vault, Delivery, Risk, and other relevant teams to resolve customer issues.

·       Report application bugs, system issues, and recurring customer pain points to the Product and Technology teams.

·       Share customer insights and operational feedback to support product and process improvements.

Customer Feedback and Reporting

·       Monitor customer reviews on the Google Play Store and Apple App Store and ensure timely responses.

·       Conduct customer surveys and gather feedback to understand customer experience and satisfaction.

·       Prepare and share daily summaries and weekly reports covering team performance, customer issues, escalations, and key trends.

·       Identify recurring customer concerns and recommend process improvements.

Key Performance Indicators (KPIs)

• First Response Time
• First Contact Resolution (FCR)
• Customer Satisfaction (CSAT)
• Escalation Resolution
• Quality Audit Score:
• Achievement of team productivity, service-level, and customer experience targets.

Key Skills:

·       Strong team leadership and people-management skills.

·       Strong customer-handling and conflict-resolution abilities.

·       Ability to manage escalations and high-pressure situations.

·       Good analytical and problem-solving skills.

·       Strong organisational and time-management skills.

·       Customer-first mindset with strong attention to detail.

·       Ability to work in a fast-paced, technology-driven environment.

·       Familiarity with CRM, ticketing, chat-support, and customer service tools like Freshdesk, Zendesk, Intercom, or similar is an added advantage.

·       Excellent verbal and written communication.

·       Good understanding of UPI, autopay, payment gateways, and KYC

·       Comfortable with Excel or Google Sheets for reporting

·       Experience in fintech, banking, or digital payments is a strong plus

What We Offer:

·       Competitive salary with monthly performance incentives

·       Paid leave and holidays

·       Full training on products and tools

·       Clear growth path to Support Manager or Head of Customer Experience

·       A chance to build and shape the support team at a fast-growing fintech company

Design, develop, and maintain high-performance Android applications using Kotlin (Java knowledge preferred). Integrate REST APIs, Firebase, WebSockets, payment gateways, and third-party services while implementing secure authentication (OTP, JWT, OAuth) and role-based access control. Optimize application performance, security, scalability, and manage Play Store releases. Experience with Git, cloud platforms (AWS/GCP), and API security best practices is essential. Exposure to real-time applications (ride-hailing, delivery, chat), CI/CD, Docker, and WhatsApp Business API is an advantage. Candidates should possess strong analytical, debugging, communication, and problem-solving skills with the ability to work independently in a fast-paced startup environment.

Job description

We are looking for an experienced Python developer to join our engineering team and help us create dynamic software applications for our clients. In this role, you will be responsible for writing and testing scalable code, developing back-end components, and integrating user-facing elements in collaboration with front-end developers.

Responsibilities:

• Coordinating with development teams to determine application requirements.

• Writing scalable code using Python programming language.

• Testing and debugging applications.

• Developing back-end components.

• Integrating user-facing elements using server-side logic.

• Assessing and prioritizing client feature requests.

• Integrating data storage solutions.

• Coordinating with front-end developers.

• Reprogramming existing databases to improve functionality.

• Developing digital tools to monitor online traffic.

Requirements:

• Bachelor's degree in Computer Science, Computer Engineering, or related field.

• 2-7 years of experience as a Python Developer.

• Expert knowledge of Python and Flask framework and Fast API.

• Solid experience in MongoDB, Elastic Search.

• Work experience in Restful API

• A deep understanding and multi-process architecture and the threading limitations of Python.

• Ability to integrate multiple data sources into a single system.

• Familiarity with testing tools.

• Ability to collaborate on projects and work independently when required.

• Excellent troubleshooting skills.

• Good project management skills.

SKILLS:

• PHYTHON
• MONGODB
• FLASK
• REST API DEVELOPMENT
• TWILIO

Job Type: Full-time

Pay: ₹10,000.00 - ₹30,000.00 per month

Benefits:

• Flexible schedule
• Paid time off

Schedule:

• Day shift

Supplemental Pay:

• Overtime pay

Ability to commute/relocate:

• Chennai, Tamil Nadu: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Python: 1 year (Required)

Work Location: In person