Intern - Merchant Experience Specialist

We, at Razorpay, are currently looking for an Intern - Merchant Experience Specialist with excellent skills to join our team. This position is part of our "Resume with Razorpay" program with a special focus on supporting women returning to work after a break. As a Specialist within the Merchant Experience team, you will : Write process SOPs from scratch, Design workflows and present them to the product teams Collate Data, Derive Insights and plan execution for Experience Initiatives Develop presentations to align cross-functional teams on the larger goals, approach & responsibility Research inside and outside the org to find new solutions for Customer / Merchant experience Develop deep knowledge of the product, Tech and Experience touch points of the Business teams managing customers Self-evaluate all the current touch points and drive improvement programs Work with a team of business analysts and Tech Specialists with deep domain expertise to deliver the Most Optimal Journey for Razorpay Merchants. Help Razorpay become the most loved & trusted Money Movement Partner for Merchants - through Continuous Customer Satisfaction, Increased efficiency and Process Improvement. Liaise with CXO, Functional / BU Leaders, and Product & Engg Teams on Key Experience initiatives - Technical, Non-Technical and Process-driven. Ensure Support teams work well in collaboration with Product and business functions, consistently delivering a great end-to-end customer experience across stages, channels and touchpoints Collect Feedback from Customer Facing Teams and Merchants, derive meaningful insights for Improvement Guide teams to ensure a customer-centric approach while dealing with existing or new Merchants. Work with Sales, Marketing, Product and Engg, to Build and Align with the Larger M Experience Strategy for the Org. Take ownership and enhance key experience metrics, including NPS, MTTR, Automation, and CSAT, through collaborative efforts with the business and product teams. Leverage Technology and Automation to develop innovative end-customer processes and solutions Measure and track the ROI of Merchant Experience, and Business Transformation Initiatives. Create and implement best-in-class Services and Product Delivery Experience for Razorpay Merchants. Leverage Existing and additional Technology Stack for Reporting and Analytics across Merchant Tech and integrations Support, and other Merchant facing functions Drive Continuous Process Improvement Culture across Support & Business Teams. Advocate for changes in other departments’ ways of working and cross-functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience Required Qualifications: 4-6 years of Professional experience in Tech, Customer Support, Integrations, and Solutions Consulting Roles In Public, Product / Tech-first organizations operating at Scale. Min 1-2 years experience in managing customer experience design and solutions in any org Bachelor's Degree in Engineering / Technology or Relevant Experience in Customer Experience, Business Transformation, CX strategy and Initiatives. Great to have a Management Degree but not a must. Experience using information collected to drive decision-making and support continuous improvement within the Organization.

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).