Associate-Growth Operations at Razorpay Software Private Limited

MalaysiaFull-timeMarketingPosted 20 days ago

About the Role

<div class="content-intro">Razorpay is one of India’s leading full-stack financial technology companies, powering the way businesses move, manage, and grow money. Founded in 2014 by Harshil Mathur and Shashank Kumar with a simple vision - to simplify payments for Indian businesses - we’ve since grown into a fintech powerhouse driving India’s digital payment revolution. Razorpay powers millions of businesses with a smarter, scalable stack that goes beyond transactions to help them truly build and grow. From building AI-native agentic payments, to AI-assisted fraud detection and real-time risk intelligence to automated reconciliation, smart payouts, and predictive financial insights, we are embedding intelligence across our stack to make money movement faster, safer, and more efficient. In close collaboration with ecosystem partners - including banks, networks, regulators - we are pioneering industry-first solutions that are shaping the next era of fintech Across India, Singapore and Malaysia, our products span everything from seamless checkouts to payroll automation - powering a fintech ecosystem that’s redefining how money moves across Asia. Today, that ecosystem supports everyone from early-stage startups to some of India’s largest enterprises, enabling them to accept, process, and disburse payments at scale while expanding into new ways of managing money more efficiently. Our scale speaks volumes: Razorpay processes $180+ billion in annualized transactions, powering leading businesses like Airbnb, Facebook, WhatsApp, Airtel, CRED, BookmyShow, Zomato, Swiggy, Lenskart, Mirae Asset Capital markets, Indian Oil, National Pension Scheme - and over 100 of India’s unicorns. With strong roots in India and growing operations in Southeast Asia, we are shaping the next chapter of financial technology across the region. We are backed by global investors including GIC, Peak XV Partners (formerly Sequoia Capital India & SEA), Tiger Global, Ribbit Capital, Matrix Partners, MasterCard, and Salesforce Ventures, having raised over $740 million to date. Strategic acquisitions - including Ezetap (POS and offline payments), Curlec (Malaysia expansion), BillMe (digital invoicing), and POP (rewards-first UPI) - along with earlier moves in fraud prevention, payroll, and lending, have further strengthened our platform and widened our footprint across Asia. But what truly sets Razorpay apart is our culture. At Razorpay, ownership is our oxygen - you own what you build, with no micromanagement or red tape, just the runway to make your ideas fly. Learning is a lifestyle - if you’re curious, you’ll feel at home here. People > Pedigree - we hire for attitude, hustle, and hunger more than degrees. Transparency thrives over titles - this is where interns question CXOs and CXOs say “thank you.” Guided by our values of Customer First, Autonomy & Ownership, Agility with Integrity, Transparency, Challenging the status quo and a strong belief that Razorpay grows with Razors,  you’ll be part of a 3000+ strong team building not just products, but the financial infrastructure of the future.</div>About Us <a href="https://curlec.com/">Curlec</a> is a full-stack payments solution that makes it easy for businesses of all sizes to collect payments, automate payouts and take control of their cash flow. Today, Curlec is part of the Razorpay group - India’s leading Payments and Banking Platform for businesses. The company serves over 10 million businesses and is backed by some of the world's marquee investors that include Sequoia Capital India, Tiger Global, Lone Pine Capital and TCV, and was part of the prestigious Silicon Valley tech accelerator, Y Combinator. NOTE: This role is based in Malaysia. Please apply if you are authorised to work without a sponsorship. About The Role We are hiring an Associate, Growth Operations to support Malaysia merchant engagement through structured outbound calls, follow-up communication, CRM updates, and merchant issue routing. The role will focus first on churned merchants, with scope to expand into activation-to-MTU, L2 incomplete, and document follow-up segments as capacity allows. This is an internal contract hire so the person can operate under Razorpay's NDA, access control, and PDPA/data protection framework from day one. Responsibilities :  Outbound merchant calling <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Contact assigned merchants through structured call lists and calling scripts.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Reconnect with churned merchants to understand current status, reasons for inactivity, and potential revival opportunities.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Support additional merchant segments as needed, including activation-to-MTU, L2 incomplete, and additional documentation follow-up.</li> </ul> <h2>Follow-up communication management</h2> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Send and track merchant follow-ups after calls through approved communication channels.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Ensure merchant responses, pending items, and next steps are clearly recorded.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Maintain timely follow-through so merchants are not left without closure.</li> </ul> <h2>CRM and outreach updates</h2> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Update HubSpot accurately after every merchant interaction.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Capture call outcomes, merchant feedback, blockers, next actions, and escalation status.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Keep CRM data clean enough for the team to monitor progress, conversion, and follow-up quality.</li> </ul> <h2>Merchant guidance and issue routing</h2> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Provide basic product/process guidance using approved internal guidance.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Identify merchant blockers and route issues to the relevant internal teams.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Escalate urgent or complex cases instead of attempting unsupported resolutions.</li> </ul> Data handling and compliance <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Handle merchant data responsibly, including transaction history, business details, account information, and outreach notes.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Follow Razorpay's NDA, access-control, PDPA, and internal data-handling requirements.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Use merchant information only for assigned outreach and support activities.</li> </ul> Clear Scorecard / Success Measures The scorecard for this role should be simple, transparent, and reviewed weekly. Success should not be judged only by call volume; quality of follow-up and CRM discipline matter because the role touches sensitive merchant workflows. <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Call coverage: Completes assigned daily/weekly merchant calling list with clear outcomes captured</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Contact quality: Uses the approved call flow, captures merchant context, and avoids generic follow-up notes</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Follow-up closure: Sends required follow-ups promptly and tracks pending merchant actions to closure</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">CRM hygiene: Updates HubSpot after each interaction with accurate outcome, blocker, next action, and owner</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Revival / progression signal: Identifies merchants likely to revive or progress, and escalates them to the right owner/team</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Compliance discipline: Handles merchant data only within approved systems and follows PDPA/data-access requirements</li> </ul> Required Skills and Experience <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Experience in customer service, telesales, merchant support, collections support, operations calling, or sales coordination preferred.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Comfortable making outbound calls and handling merchant conversations professionally.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Strong follow-up discipline and attention to detail.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Able to update CRM records accurately and consistently.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Good communication skills in English; Bahasa Malaysia preferred for local merchant conversations.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Able to follow scripts/processes while still capturing useful merchant context.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Comfortable escalating issues and working with internal teams.</li> </ul> <h1>Preferred Profile</h1> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">1-3 years of experience in customer support, calling, merchant operations, or sales support.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Prior experience with CRM tools such as HubSpot is a plus.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Experience in fintech, payments, e-commerce, SaaS, banking, or SME merchant support is helpful.</li> </ul> Working Style Expected <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Structured and disciplined with daily calling and follow-up routines.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Careful with confidential merchant information.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Clear written updates in CRM and internal notes.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Comfortable operating in a temporary project environment with weekly targets and review cycles.</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Able to adapt as the scope expands from churned merchants into other lifecycle segments.</li> </ul>  <div class="content-conclusion"><div class="gmail_default">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. </div> <div class="gmail_default"> </div> <div class="gmail_default">Follow us on <a href="https://www.linkedin.com/company/razorpay/mycompany/" target="_blank" data-saferedirecturl="https://www.google.com/url?q=https://www.linkedin.com/company/razorpay/mycompany/&source=gmail&ust=1660290870959000&usg=AOvVaw0f6sCrv8Ce3IHBvN2Sev8Z">LinkedIn</a> & <a href="https://twitter.com/Razorpay" target="_blank" data-saferedirecturl="https://www.google.com/url?q=https://twitter.com/Razorpay&source=gmail&ust=1660290870959000&usg=AOvVaw0ViuP9uutFg1qFCm2nHeh1">Twitter</a></div></div>

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