Rachit leads customer support at Paytm. Rachit’s passion for customer support is palpable. To quote him, “I have this internal drive for customer support. I take every query very personally.”
Coverage as a part of the “Awesome Startup Employee” Series:
Bio: Fanatic about customer satisfaction, Rachit has been involved in customer support for more than 5 years, initially with iEnergizer and with Paytm since its inception in August 2011. A BBA and an MBA, Rachit currently leads a 12 member customer support team at Paytm.
Moment of obligation: Having worked for foreign clients and a big organization, Rachit never felt that he belonged there; the thrill was absent. This realization had to transfer into action and once the opportunity with Paytm surfaced, he pounced on it.
Working hours: Atleast 10-11 hours with an aim to give instant customer support and query resolution 24*7.
Leading a customer support team in India is possibly one of the most demanding jobs, what keeps him motivated?
"I have this internal drive for customer support. I take every query very personally. Every customer’s problem is my problem and a happy customer is somehow a very very important thing for me, not just professionally." says a visibly enthusiastic Rachit.
Brownie point: Even though customer support hours used to be up till 12 in the night in the earlier days of Paytm, Rachit used to be online post mid-night to help customers. And the delight that registers with the customer keeps Rachit motivated.
Advice to people planning to take up a startup job:
We congratulate Paytm for building a passionate and hard-working team! This sure explains their swift growth in the market, among other things.
What are you waiting for? If you too, like Rachit, have a penchant for learning and growth, join a startup today!
- Edited by Jubin Mehta