Vivek Rajkhowa

I’ve spent the last 8 years and 8 months in customer operations, with the past four focused on payments, disputes, and risk—primarily on fintech platforms like PayPal’s Venmo and Razorpay. I’m comfortable working fully remotely across cross-functional teams while staying tightly aligned to compliance, SLA, and quality expectations.

At PayPal (Venmo), I handled Venmo debit card disputes, merchant chargebacks, and payment issues from start to finish. I reviewed government IDs for KYC, flagged or froze accounts when something looked off, and dug into payment failures and high-risk transactions to identify the root cause—approving exceptions only when the account history justified it.

I also supported merchants and users in real time at Razorpay, working through failed payments, settlement gaps, and transaction queries. I partnered with tech and ops teams to push escalations that needed a second pair of eyes, while using CRM tools to log and track cases through to resolution.

Earlier roles strengthened my fundamentals in customer delight and operational consistency, including Swiggy support across email, chat, and voice, where I managed order issues, refunds, and urgent escalations within SLA windows. I’ve also built SOPs to improve how teams handle common issues, and I enjoy translating complex customer problems into clear, well-documented outcomes.