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Remote role · cst-asso

CST - Associate - Email CST

Paytm

onsite,Noida, Uttar PradeshCustomer ServiceFull-time
Before you apply

Role details

The practical picture
Employment
Full-time

Inside the role

Qualifications
1–3 years of experience in email support, grievance handling, complaint management, or regulatory escalation handling Excellent written communication and drafting skills Strong analytical and problem-solving abilities Experience working with ticketing systems and queue management
Role signal brief

The role, at a glance

Extracted from the source posting · 95% confidence

This onsite role at Paytm in Noida involves managing customer grievances and regulatory complaints across email and ticketing channels. The associate is responsible for driving case resolution, coordinating with stakeholders for RCAs, and ensuring timely, compliant reporting to regulatory authorities.

What you need

  • 1–3 years of experience in email support, grievance handling, complaint management, or regulatory escalation handling
  • Excellent written communication and drafting skills
  • Strong analytical and problem-solving abilities
  • Experience working with ticketing systems and queue management

What you will own

  • Handle customer complaints, grievances, and escalations received through email and ticketing platforms
  • Manage regulatory complaints received through channels such as GRO, Nodal, Ombudsman, and other regulatory authorities
  • Ensure timely closure of cases within the defined SLA/TAT while maintaining regulatory compliance
  • Coordinate with internal business teams, lenders, and stakeholders to obtain RCAs and resolutions
  • Prepare accurate case summaries, regulatory responses, and reports for submission to regulatory authorities
Core skills
Customer Grievance HandlingRegulatory ComplianceEmail SupportWritten CommunicationTicketing SystemsRoot Cause Analysis
Internal freshness window ends Oct 22, 2026
View source evidence
  • must_have “1–3 years of experience in email support, grievance handling, complaint management, or regulatory escalation handling.”
  • location “Job location: onsite,Noida, Uttar Pradesh”
customer grievance handlingregulatory complianceemail supportwritten communication
Role brief
About Us:Paytm is India's leading financial services company that offers full-stack payments & financial solutions to consumers, offline merchants, and online platforms. The company is on a mission to bring half a billion Indians into the mainstream economy through payments, commerce, banking, investments, and financial services.One97 Communications Limited that owns the brand Paytm is founded by Vijay Shekhar Sharma.
About the Team:
The OCL Grievance Redressal Team manages customer grievances, executive escalations, and regulatory complaints through voice, email, and ticketing channels. As a regulated reporting function, the team ensures timely, accurate, and compliant resolutions while upholding the highest standards of quality and customer experience.
About the Role:
Manage customer grievances, executive escalations, and regulatory complaints across voice and written channels. Drive end-to-end case resolution through customer engagement, RCA preparation, stakeholder coordination, and regulatory reporting while ensuring timely, compliant, and high-quality outcomes.
Expectations / Requirements:
1: Handle customer complaints, grievances, and escalations received through email and ticketing platforms.2: Manage regulatory complaints received through channels such as GRO, Nodal, Ombudsman, and other regulatory authorities.3: Ensure timely closure of cases within the defined SLA/TAT while maintaining regulatory compliance.4: Coordinate with internal business teams, lenders, and stakeholders to obtain RCAs and resolutions.5: Prepare accurate case summaries, regulatory responses, and reports for submission to regulatory authorities.6: Maintain complete documentation and ensure adherence to internal policies and compliance requirements.7: Ensure brand consistency in written communication, including tone, accuracy, and financial/legal terminology.8: Meet daily productivity and quality targets while maintaining high customer satisfaction.
Superpowers / Skills That Will Help You Succeed:
1: 1–3 years of experience in email support, grievance handling, complaint management, or regulatory escalation handling.2: Excellent written communication and drafting skills.3: Strong analytical and problem-solving abilities.4: Experience working with ticketing systems and queue management.5: Ability to coordinate with multiple stakeholders and manage regulatory timelines.6: Knowledge of banking, lending, financial services, or regulatory complaint handling will be an added advantage.
Why Join Us:
1. A collaborative output driven program that brings cohesiveness across businesses through technology.2. Improve the average revenue per use by increasing the cross-sell opportunities.3. A solid 360 feedback from your peer teams on your support of their goals 
Compensation :
If you are the right fit, we believe in creating wealth for you With enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & merchants – and we are committed to it. India’s largest digital lending story is brewing here. It’s your opportunity to be a part of the story!