About Us
Curlec 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
- Contact assigned merchants through structured call lists and calling scripts.
- Reconnect with churned merchants to understand current status, reasons for inactivity, and potential revival opportunities.
- Support additional merchant segments as needed, including activation-to-MTU, L2 incomplete, and additional documentation follow-up.
Follow-up communication management
- Send and track merchant follow-ups after calls through approved communication channels.
- Ensure merchant responses, pending items, and next steps are clearly recorded.
- Maintain timely follow-through so merchants are not left without closure.
CRM and outreach updates
- Update HubSpot accurately after every merchant interaction.
- Capture call outcomes, merchant feedback, blockers, next actions, and escalation status.
- Keep CRM data clean enough for the team to monitor progress, conversion, and follow-up quality.
Merchant guidance and issue routing
- Provide basic product/process guidance using approved internal guidance.
- Identify merchant blockers and route issues to the relevant internal teams.
- Escalate urgent or complex cases instead of attempting unsupported resolutions.
Data handling and compliance
- Handle merchant data responsibly, including transaction history, business details, account information, and outreach notes.
- Follow Razorpay's NDA, access-control, PDPA, and internal data-handling requirements.
- Use merchant information only for assigned outreach and support activities.
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.
- Call coverage: Completes assigned daily/weekly merchant calling list with clear outcomes captured
- Contact quality: Uses the approved call flow, captures merchant context, and avoids generic follow-up notes
- Follow-up closure: Sends required follow-ups promptly and tracks pending merchant actions to closure
- CRM hygiene: Updates HubSpot after each interaction with accurate outcome, blocker, next action, and owner
- Revival / progression signal: Identifies merchants likely to revive or progress, and escalates them to the right owner/team
- Compliance discipline: Handles merchant data only within approved systems and follows PDPA/data-access requirements
Required Skills and Experience
- Experience in customer service, telesales, merchant support, collections support, operations calling, or sales coordination preferred.
- Comfortable making outbound calls and handling merchant conversations professionally.
- Strong follow-up discipline and attention to detail.
- Able to update CRM records accurately and consistently.
- Good communication skills in English; Bahasa Malaysia preferred for local merchant conversations.
- Able to follow scripts/processes while still capturing useful merchant context.
- Comfortable escalating issues and working with internal teams.
Preferred Profile
- 1-3 years of experience in customer support, calling, merchant operations, or sales support.
- Prior experience with CRM tools such as HubSpot is a plus.
- Experience in fintech, payments, e-commerce, SaaS, banking, or SME merchant support is helpful.
Working Style Expected
- Structured and disciplined with daily calling and follow-up routines.
- Careful with confidential merchant information.
- Clear written updates in CRM and internal notes.
- Comfortable operating in a temporary project environment with weekly targets and review cycles.
- Able to adapt as the scope expands from churned merchants into other lifecycle segments.
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.
