Customer Support Specialist

About Pice

Pice is a fast-growing fintech backed by Nexus Venture Partners and other leading investors, building financial infrastructure that helps Indian SMEs manage business payments and access working capital seamlessly. This role sits within our 3P/Pice Pay business, which gives SMEs a UPI-like experience for business payments with built-in credit on every transaction.

About the Role

We're looking for a Customer Support Specialist to own complex customer and payment-related issues end-to-end. You'll work closely with CX, Product, Tech, Finance, Risk and Payment Gateway partners to ensure critical issues are resolved quickly and correctly.

What You'll Own

• Handle payment failures, pending transactions, retries, reversals, and transaction issues.
• Process and track manual refunds and refund-related escalations.
• Own chargebacks and payment disputes from initiation to closure.
• Coordinate with Payment Gateways, banks, Finance, Product, and Tech for resolution.
• Investigate transaction-level issues and identify root causes.
• Track open cases, TATs, SLAs, and ageing to ensure nothing falls through the cracks.
• Identify recurring issues and work with Product/Tech on permanent fixes.

What We're Looking For

• 1–3 years of experience in Fintech, Payments, CX Operations, or Support Operations.
• Strong understanding of digital payments and transaction flows.
• Experience with chargebacks, payment failures, disputes, or escalations.
• Excellent problem-solving, follow-up, and stakeholder-management skills.
• Comfortable with Excel/Google Sheets, CRM and operational tools.
• Ability to take end-to-end ownership of customer-impacting issues.

The Ideal Person

You don't just raise a ticket and wait. You investigate the problem, find the right solution, coordinate with the right teams, and make sure it gets closed.

Pice is looking for someone who can be the go-to person for complex payment and customer escalations.