Customer Excellence Associate

Location: Bengaluru

About Dodo Payments

Dodo Payments is the Monetisation Engine for AI-native products. We're a Merchant of Record + Billing & Monetization platform that helps SaaS, AI, and digital businesses accept payments globally, automate billing (subscriptions, usage-based, one-time), and stay fully compliant with taxes and regulations in 220+ countries.

We're growing fast and need someone on the front lines making sure our customers get quick, clear, and helpful support.

Role Overview

We're hiring a  Customer Excellence Associate  to be the first point of contact for our customers - developers and founders building AI and SaaS products. You'll handle support queries, troubleshoot issues, and make sure every interaction leaves the customer feeling heard and helped.

You don't need to be a fintech expert on day one — but you need to be curious enough to learn how payments, billing, and compliance work, and sharp enough to explain it clearly to customers.

This is a remote role reporting to the founders.

What You'll Do

Respond to customer queries across email, chat, and support channels — quickly and clearly
Troubleshoot payment, billing, and integration issues by working with internal teams
Guide customers through onboarding, setup, and common workflows on the platform
Escalate complex technical or compliance issues to the right teams with proper context
Document common issues and contribute to our knowledge base and FAQs
Track patterns in customer questions and surface product feedback to the team
Learn Dodo's product deeply — understand MoR flows, billing models, tax compliance, and payment methods well enough to explain them simply

What You Bring

0–2 years of experience in customer support, CX, or client-facing roles
Strong written and verbal communication — you write clearly, respond thoughtfully, and don't rely on canned templates
Fast learner — you can pick up new concepts quickly and aren't intimidated by technical or financial topics
Genuine interest in understanding fintech — payments, billing, subscriptions, compliance
Comfortable working remotely with discipline and ownership
Patient, empathetic, and detail-oriented in how you handle customer issues

Nice to Have

Prior experience in SaaS, fintech, or developer-facing products
Familiarity with support tools like Intercom, Freshdesk, Zendesk, or similar
Basic understanding of APIs, webhooks, or developer workflows
Experience writing help docs or knowledge base articles

What This Role Is Not

Not a scripted call centre role — you'll think on your feet and own conversations
Not a passive ticket-closer — you care about actually solving the problem
Not a role where you wait for instructions — you learn, adapt, and improve independently

Why Join Dodo Payments

Get deep exposure to global payments and fintech infrastructure
Work directly with the founding team in a fast-moving environment
Remote-friendly with real ownership over your work
Opportunity to grow into senior CX, product, or ops roles as the team scales

Compensation

CTC: ₹5 LPA
Health insurance
Fully remote

Skills:

customer,knowledge base,fintech