Job Description

About PhonePe Limited:

Headquartered in India, its flagship product, the PhonePe digital payments app, was launched in Aug 2016. As of April 2025, PhonePe has over 60 Crore (600 Million) registered users and a digital payments acceptance network spread across over 4 Crore (40+ million) merchants. PhonePe also processes over 33 Crore (330+ Million) transactions daily with an Annualized Total Payment Value (TPV) of over INR 150 lakh crore.





PhonePe's portfolio of businesses includes the distribution of financial products (Insurance, Lending, and Wealth) as well as new consumer tech businesses (Pincode - hyperlocal e-commerce and Indus AppStore Localized App Store for the Android ecosystem) in India, which are aligned with the company's vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services.

Culture:

At PhonePe, we go the extra mile to make sure you can bring your best self to work, Everyday!. And that starts with creating the right environment for you. We empower people and trust them to do the right thing. Here, you own your work from start to finish, right from day one. PhonePe-rs solve complex problems and execute quickly; often building frameworks from scratch. If you're excited by the idea of building platforms that touch millions, ideating with some of the best minds in the country and executing on your dreams with purpose and speed, join us!

JOB DESCRIPTION

Role: Automation/ Sr Automation Specialist




Level: Below AM




Location: Bengaluru




Reporting to: Associate Manager, Automation Platforms




About PhonePe :



PhonePe is India's leading digital payments platform with over 400+ million registered users. Using PhonePe, users can send and receive money, recharge mobile, DTH, data cards, pay at stores, make utility payments, buy gold, and make investments. PhonePe went live for customers in August 2016 and was the first non-banking UPI app and offered money transfer to individuals and merchants, recharges and bill payments to begin with. In 2017, PhonePe forayed into financial services with the launch of digital gold, providing users with a safe and convenient option to buy 24-karat gold securely on its platform. PhonePe has since launched Mutual Funds, Insurance and other wealth management products like Lending, Stock Broking, tax-saving funds, liquid funds, international travel insurance, Corona Care, a dedicated insurance product for the COVID-19 pandemic among others.




About Customer Experience Function:



At PhonePe, the Customer Experience function focuses on how the business engages with its customers at every point of their journey. To a large extent, it's the sum total of all interactions a customer has with PhonePe as a brand. The objective is to become a competitive differentiator so that CX as a function is able to deliver personalized, effective interactions at every customer touchpoint, thereby continuously enhancing customer experience




Function Objective:



The goal for the automation function is to ensure minimal manual interventions while having customer experience as the primary North Star. The key responsibilities would be to scale up experience SOPs through automation channels by ensuring successful execution of projects.




Role Expectations:(KPIs/KRAs of the role)



Manage systems and platforms critical to automation activities across the assigned BU Build a deep understanding of internal CX processes, systems and platforms Consistently work towards improving the overall BOT, IVR Design automation rules to implement appropriate ticketing workflow Manage and maintain the external tools and platforms - Freshdesk, Freshbot and Salesforce Conduct RCAs to diagnose challenges faced by end customer or internal stakeholders Ensure data sanity and execute GTIS creation/modification/revamp Provide feedback for continuous improvements



Experience, Skills, Qualifications



Graduate/post graduate from a top tier institute (BE/BTech, BCA/MCA) Prior experience of at least 2+ years in CX and/or Automation Experience of working in a multi-stakeholder and a highly dynamic matrix environment. Ability to manage influence through persuasion, negotiation, and consensus building Ability to identify high impact problem statements, initiate execution, and drive to closure

PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)

Insurance Benefits -

Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance

Wellness Program -

Employee Assistance Program, Onsite Medical Center, Emergency Support System

Parental Support -

Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program

Mobility Benefits -

Relocation benefits, Transfer Support Policy, Travel Policy

Retirement Benefits -

Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment

Other Benefits -

Higher Education Assistance, Car Lease, Salary Advance Policy

Our inclusive culture promotes individual expression, creativity, innovation, and achievement and in turn helps us better understand and serve our customers. We see ourselves as a place for intellectual curiosity, ideas and debates, where diverse perspectives lead to deeper understanding and better quality results. PhonePe is an equal opportunity employer and is committed to treating all its employees and job applicants equally; regardless of gender, sexual preference, religion, race, color or disability. If you have a disability or special need that requires assistance or reasonable accommodation, during the application and hiring process, including support for the interview or onboarding process,

please fill out this form.

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