Razorpay was founded by
Shashank Kumar and Harshil Mathur in 2014. Razorpay is building a new-age digital banking hub (Neobank) for businesses in India with the mission is to enable frictionless banking and payments experiences for businesses of all shapes and sizes. What started as a B2B payments company is processing billions of dollars of payments for lakhs of businesses across India. We are a full-stack financial services organisation, committed to helping Indian businesses with comprehensive and innovative payment and business banking solutions built over robust technology to address the entire length and breadth of the payment and banking journey for any business.
Over the past year, we've disbursed loans worth millions of dollars in loans to thousands of businesses. In parallel, Razorpay is reimagining how businesses manage money by simplifying business banking (via Razorpay X) and enabling capital availability for businesses (via Razorpay Capital).
The Role:
We are seeking a proven and strategic Leader of Technical Support experience / Biz Engineering to lead a team of Tech Support Managers and engineers who support our customers and partners. This position will be working within the customer facing business organisation within Razorpay (Not a role within engineering or developers team).This individual will lead a highly visible and motivated team of 100+ people; Integrations Engineers, Success rate operations analysts, production support engineers and will interact extensively with sales, product and engineering leaders across the rest of the org.
The ideal candidate should possess extensive Technical Support leadership experience, Enterprise customer success experience preferably supporting global clients in a cloud or software environment as well as key customer events. Balanced exposure of B2B & B2C products in managing customer service, success & experience. The candidate is expected to be independent, self-motivated, proactive, results-oriented and able to define and provide a high level of customer satisfaction through the delivery of world-class technical support services. Knowledge of service cloud, experience working on prevention and self help is preferred.
Roles & Responsibilities:
Strategic Leadership
- Define and execute the vision, strategy, and roadmap for Product Support, Integrations, and tailored payment solutions.
- Collaborate with product, sales, engineering, and operations teams to align on business goals and customer requirements.
- Lead cross-functional teams to execute large-scale projects efficiently, meeting SLA and KPI commitments.
Customer Experience Excellence
- Drive initiatives across Customer Experience, Product Support, Integration and Solutions Engineering to enhance customer satisfaction (CSAT), Net Promoter Score (NPS), and retention, ensuring a seamless experience across all payment touchpoints.
- Champion a customer-first culture, empowering teams to deliver measurable value in every customer interaction and technical solution.
- Lead Tech Support and Solution Engineering to proactively identify opportunities to deepen customer engagement, resolve technical challenges, and address pain points in payment workflows with innovative solutions.
Tech Experience (Customer Service)
- Lead a span of 100+ engineering support teams with 5 Managers spread across Integrations, Tech support, TAM and success rate operations
- Plan and deliver on strategic and tactical deliverables for end to end Tech experience of customers across enterprise, mid market and large emerging markets.
- Manage support teams to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines
- Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers
- Develop and maintain Support procedures and policies.
- Ensure the delivery of high-quality technical and soft-skills training for direct reports
- Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals
- Hire and coach world class talent and manage performance that allows someone to do the best work of their career and ensures career growth opportunities
- Manage workflows and schedules for direct reports and ensure adequate workload coverage
- Deliver regular reports that provide qualitative and quantitative descriptions of business performance
- Manage key processes including FAQ analysis, case reviews, and customer feedback analysis
- Serve as a mentor, knowledge resource, and escalation point for support agents ; Build credibility and trust within the support group
Qualifications:
- Experience of working in a large SAAS org/Product based environment/Start up experience is preferred
- Ability to effectively work with tight schedules and a fast paced environment
- Minimum of a Bachelor's degree in Engineering/Technology is mandatory
- Minimum of 15+ years managing technical/Integration support professionals
- Experience with support tools and phone systems
- Excellent written and verbal communication skills
- Needs to have an analytical bent of mind with excellent operational skills
- Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management
- Ability to drive automation mindset and continuous process transformation
- Ability to understand and escalate issues efficiently and appropriately
- Demonstrate strong work ethic and advanced organizational skills
- Ability to develop and deliver creative business solutions for complex problems
- Ability to attract, hire and retain high-performing support professionals
- Functional / Technical expertise to understand customer implementation of Razorpay products and drive the team to predict, prevent issues.
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
