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Process Trainer - Team Lead - MHD

Paytm· Operations & Support – Merchant Helpdesk-Offline Payments
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NoidaOn-rollPosted 10mo ago

About the role

Lead and manage training and support processes for merchant support teams handling QR code, EDC, Soundbox issues, and optimize customer support workflows.

Responsibilities

  • Manage users, teams, and roles for all teams accessing Freshdesk.
  • Organize training sessions for the teams.
  • Understand the operations team tasks and draft end-to-end workflow for email, phone, and chat support.
  • Develop/enhance tools to improve product experience.
  • Create manuals/flow charts with technical documentation for approval.
  • Define & configure teams, source-based and skill-based assignments, roster management, SLAs, and escalation matrix.
  • Coordinate with the tech/product team for database integration requirements.
  • Create and review detailed reports on customer issues and support team performance.
  • Gather feedback to continuously improve support experience and SLAs.
  • Manage and troubleshoot day-to-day issues faced by support team.

Qualifications

  • 2-5 years’ experience as an administrator within a CRM platform, preferably Freshdesk.
  • Excellent written and verbal communication.
  • Strong presentation and communication skills.
  • Experience working within tech/startup/Fintech space (Preferred).

Skills

Required:CRM administrationCommunication Skills
Nice to have:Workflow Drafting and Process Documentation

Benefits

  • Opportunity to be part of India’s largest digital lending ecosystem.
  • Work in a collaborative and output-driven environment.
  • Chance to contribute to innovative digital financial services.
Last updated Jan 11, 2026. Interested? Apply on the company site.

About Paytm

Secure & Fast UPI Payments, Recharge Mobile & Pay Bills

Paytm - India’s largest digital payment app makes it secure and seamless to pay using UPI, make bill payments, recharge mobiles, DTH, data card & Metro Card etc anywhere in India.

UPI PaymentsMobile RechargeBill PaymentsDTH rechargeTicket BookingPayments & ServicesLoans & Credit CardsInsurance
Company profileWebsite

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