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). 

Roles and Responsibilities:

  • Strong communication skills to engage deeply to drive required narrative with internal stakeholders and lead enterprise merchant calls and meetings

  • Tech acumen with a product automation mindset to drive continuous automation to reduce the incidents across the platform   

  • We believe in Impact creation at scale, so it is imperative for a leader 

  • Ability to attract and hire top-notch Tech support talent for the organization.

  • Establish and implement training processes and strategies for all technical personnel

  • Analyze, plan and develop requirements and standards in reference to ticket management, Csat, Net promoter score & improvement projects

  • Manage a team of 30+ strong engineers and drive high performance culture and continuously help them with good career development

  • Assign and oversee the daily tasks of technical personnel while ensuring all team members are actively working toward established milestones

  • Engage directly with enterprise customers at CXO level and Hold regular technical team meetings to determine progress and address any questions or challenges regarding projects

  • Determine and define clear deliverables, roles and responsibilities for staff members and inspire them to innovate constantly

  • Research and implement process efficiencies with help of automation which will improve productivity and scale

  • Strong acumen for technology- Has the technical capacity and capability to partner with tech leads and architects in problem solving.

  • Brings a strong perspective that drives change and motivates engineers to develop simple solutions to complex problems.

  • Mentor the professional development of each direct report through personal and performance management.

  • Give engineers the tools, confidence, and motivation to make decisions independently that lead to their recognition.

  • Effective at influencing a culture of engineering craftsmanship and excellence.

  • Initiate cross-functional (Product, Business, Operations) collaborations with development teams throughout Razorpay and gather feedback and requirements.

  • Seek diverse perspectives to drive bottom-up innovation and create buy-in from all technical stakeholders.

  • Ensure the team fully understands the goals and objectives of Razorpay as a company and how their work fits into 'the bigger picture.


Desired Skills and Experience

  • Total of 12+ years' experience

  • Experience level of 8 + years of experience in very large-scale product-based tech support engineering and 4+ years' experience in people management.

  • Excellent communication skills & strong problem-solving skills with Data and Technical acumen.

  • Very good experience with tools like Salesforce, Slack, Freshdesk, Gsuite, Msoffice etc

  • Good coding skills in one of the languages PHP/Python/C++/Java

  • Very good understanding of Web Technologies.

  • Fin-tech experience or Payments product experience will be an added advantage

  • Understanding of six sigma or lean concepts 

Razorpay believes in and follows an equal employment opportunity policy that doesn't discriminate on gender, religion, sexual orientation, colour, nationality, age, etc. We welcome interests and applications from all groups and communities across the globe.
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