Tara Indepay, a fast-paced financial technology start-up, is seeking to onboard highly skilled Dispute and Settlement Analyst who is committed to creating a work environment that fosters excellence, and to the fullest extent scale our company to growth stage.The Dispute and Settlement Analyst will be responsible for managing large customer bases, preferably in payments/B2C ecommerce domains, and have experience in driving strategies for onboarding, retention, growth, and loyalty.**Responsibilities**:- Handle inquiries and complaints from merchants- Maintain chat, SLA, and merchant satisfaction rate quality- Proactively spot and correct any issues that could affect merchant satisfaction or retention.- Involve appropriate internal teams to efficiently and effectively handle the complaints/disputes.- Analyze the incoming queries/complaints/disputes to identify patterns to define action-ables, then work directly with our product team to provide input on the product roadmap- Provide insight to management on the offerings through publishing dashboard of the queries and complaints periodically.- Coordinate responsibilities and capacity planning for their team- Mentor & maintain merchant support team performance- Training new joiners as a part of their Onboarding process- Contribute in developing team OKR, Modules, and SOP- Create weekly and monthly report- Ensure highest standards of customer communication & services- Continuously update yourself with new products and services that are rolled out**Requirements**:**Requirements**:- Min. 3 years of related working experience in managing customer success for large scale customer facing apps/portals. Additional experience/understanding of call center ops, analytics and technology in the space are appreciated.- Strong understanding of both consumer and business targeting and full funnel penetration (B2C and B2B)- Must be comfortable working in an early stage to growth stage company and should be able to thrive in a dynamic and fast-paced environment.- Have a proven track record of success in previous roles and have worked in a similar setting, such as a Pre series A-B company will be a plus- A leader who takes fun in taking risks and understands that taking calculated risks is necessary for growth. They should have the ability to balance risk-taking with sound decision-making to build something innovative and groundbreaking- People-oriented, cool-tempered, proactive, and communicative- Good analytical and problem-solving skills- Ability to work independently and meticulously (detail oriented).- A good team player with excellent interpersonal skills to work with different teams within the organization.- Strong focus on results, using NPS/CSAT/other metrics to drive improvements in CX- Computer literate (G-Suite & MsOffice) especially Docs/Word, Sheets/Excel, Slides/PowerPoint.**Skills**:- Analytical and data-driven approach in day-to-day work- Ability to work well under pressure and deliver on commitments- Excellent problem-solving and analytical skills, and can think outside the box to proactively provide the right solution- Good communication skills and the ability to impact and influence- Strategic thinker who understands business opportunities to create a competitive advantage- Keen eye for detail and ability to multi-task with excellent time management and prioritization skills- Positive attitude and determination to succeed against all odds- Hands-on, independent, self-motivated, and a fast learner- Patience and perseverance are key attributes**Benefits**- Competitive salaries and generous benefits- Opportunity to work alongside passionate and talented individuals- Entrepreneurship culture with a focus on creating a budding ground for future entrepreneurs- Perks and flexibility of a technology product company
