Product Specialist

Bengaluru, Karnataka

2-5 Years of Experience

Full-Time

The Role

We're looking for a Product Specialist to be the first point of contact for our merchants and own their experience on xPay. This is a hands-on role for someone who enjoys solving problems, digging into how things work, and working closely with Tech and Product teams to get issues resolved.

You'll handle merchant queries end-to-end — from understanding and troubleshooting issues to coordinating resolutions, identifying recurring problems, and bringing merchant feedback back to the product and engineering teams.

What You'll Do

• Own merchant queries end-to-end across email, chat, and calls, ensuring issues are understood, investigated, and resolved quickly
• Troubleshoot merchant issues, including basic technical debugging, API/integration issues, payment failures, and product-related problems
• Work closely with Tech, Product, Finance, and Operations to investigate complex issues and drive them to resolution
• Identify recurring issues, product gaps, and merchant feedback, and translate these into actionable insights for the Product and Tech teams
• Build documentation, FAQs, playbooks, and AI-driven workflows to make merchant support more efficient and scalable
  
  

• 2–5 years of experience in product support, technical support, customer success, operations, or a similar role, preferably in B2B SaaS or fintech
• Prior startup experience is a must — you've worked in a small team (~30–40 people), are comfortable with ambiguity, and know how to move quickly
• Strong problem-solving skills with the ability to investigate issues, understand root causes, and work through technical problems
• Comfortable with basic technical concepts such as APIs, integrations, payment flows, and troubleshooting
• Strong written and verbal communication skills, with the ability to work effectively with both merchants and internal Tech/Product teams
  
  

• Own the merchant experience: Be the person merchants rely on to solve problems and make xPay work better for them
• Work at the intersection of Product, Tech, and Customers: Get deep exposure to payments while directly influencing what we build
• Solve real, complex problems: Work on payment infrastructure where debugging and structured problem-solving matter
• Direct access to founders and the core team: Your insights will directly influence how we improve the product and merchant experience
• Meaningful equity: Join early and have meaningful ownership in the company