Customer Excellence Support (Law Background)

About the Role

As a Customer Excellence Associate at Dodo Payments, you will be the first point of contact for merchant support needs. This role involves resolving queries via chat and email, guiding customers through onboarding, and addressing everyday product questions, ensuring a positive customer experience.

Key Responsibilities

• Respond to customer queries across email, chat, and support channels with speed, accuracy, and empathy.
• Troubleshoot payment, billing, and integration issues by working with internal teams, and follow through to resolution.
• Guide new merchants 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 help center, knowledge base, and FAQs.
• Spot recurring pain points and share feedback with product, engineering, and operations teams.
• Learn Dodo's product deeply—MoR flow, billing models, tax compliance, and payment methods—well enough to explain them simply.
• Maintain a high standard of response quality and customer satisfaction (CSAT / first-response time).

Requirements & Tech Stack

• Strong written and verbal English communication; ability to write clearly, respond thoughtfully, and avoid reliance on canned templates.
• Fast learner; ability to pick up new concepts quickly and handle technical or financial topics.
• Genuine interest in understanding fintech; including payments, billing, subscriptions, and compliance.
• Strong attention to detail and ability to manage multiple conversations simultaneously.
• Comfort learning new software tools quickly.
• A proactive, ownership-driven attitude.
• Willingness to work in-office as part of a close-knit team.
• Comfortable with Rotational Shift.
• Basic familiarity with support tools (e.g., Intercom, Zendesk) is a plus.

Qualifications

• 0.5 – 2 years of experience in a customer-facing or support role.
• Prior experience in customer support, success, or a client-facing role is nice to have.
• Prior experience in SaaS, fintech, or developer-facing products is nice to have.
• Familiarity with support tools like Intercom, Freshdesk, Zendesk, or similar is nice to have.
• Basic understanding of APIs, webhooks, or developer workflows is nice to have.
• Exposure to working with global customers across time zones is nice to have.