Customer Excellence Support
Dodo Payments · Posted Oct 21
Global Merchant of Record and billing platform for SaaS and AI-first companies
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About the role
Dodo Payments is a Merchant of Record and Billing & Monetization platform that helps SaaS, AI, and digital businesses accept payments globally, automate billing, and stay tax-compliant in 220+ countries. The Customer Excellence team is the frontline support function for these merchants. This role resolves chat and email queries, troubleshoots payment, billing, and integration issues, guides merchant onboarding, and documents recurring issues for the help center and product teams.
What you will do
- 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).
Skills used in this role
What the employer is looking for
- 1–2 years of experience in a customer-facing or support role.
- Strong written and verbal English communication - you write clearly, respond thoughtfully, and don't rely on canned templates.
- Fast learner - you pick up new concepts quickly and aren't intimidated by technical or financial topics.
- Genuine interest in understanding fintech - payments, billing, subscriptions, and compliance.
- Strong attention to detail and the ability to manage multiple conversations at once.
- Comfort learning new software tools quickly; basic familiarity with support tools (e.g., Intercom, Zendesk) is a plus.
- A proactive, ownership-driven attitude and willingness to work in-office as part of a close-knit team.
- Comfortable with Rotational Shift
Preferred qualifications
- Prior experience in customer support, success, or a client-facing role.
- Prior experience in SaaS, fintech, or developer-facing products.
- Familiarity with support tools like Intercom, Freshdesk, Zendesk, or similar.
- Basic understanding of APIs, webhooks, or developer workflows.
- Exposure to working with global customers across time zones.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Dodo Payments
Dodo Payments is a global Merchant of Record (MoR) and billing platform designed for SaaS, AI-first, and digital product businesses. The platform streamlines cross-border commerce by taking care of legal and financial responsibilities, global tax calculations, compliance, invoicing, and local payment processing across more than 150 countries. It empowers developers, solopreneurs, and scaling enterprises to monetize globally without setting up local entities.
- Industry
- Payments
- Company size
- 50-100 employees
- Founded
- 2024
- Location
- Bengaluru, India
- Funding stage
- Seed
Funding
Seed · $2.1M raised
- 2025-02-01Seed$1M
- 2025-12-24Pre-Seed$1.1M
Leadership
Co-Founder & CEO
Ayush Agarwal
Co-Founder & CPTO
Recent coverage
Inc42
Cross-border Payments Startup Dodo Lands $1.1M In Pre-Seed Round2025-02-25
Financial IT
Dodo Payments secures $1.1 million in pre-seed funding2025-03-11