Associate - Customer Success (Merchant Escalations)

Handle merchant queries and escalations through email, chat, and calls. Investigate and resolve payment, account, and transaction-related issues. Coordinate with internal teams for timely issue resolution. Ensure high customer satisfaction by providing prompt support. Track, document, and follow up on escalation cases. Maintain accurate records in CRM/ticketing systems. Adhere to SLAs and quality standards. Identify recurring issues and recommend process improvements.