Paystack is hiring a Customer Experience Specialist who will play a critical role in shaping the user experience for all their customers.
Role Summary
- Organization: Paystack
- Category: Job Updates
- Mode: Remote
- Remuneration: Competitive pay
- Deadline: March 15th
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Background
Paystack is a leading digital payments platform in Africa, dedicated to modernizing and simplifying online transactions. With a vast network of over 200,000 businesses across Nigeria, South Africa, Ghana, and Kenya, Paystack provides a secure and reliable payment gateway for businesses of all sizes.
Its impressive clientele includes major brands like MTN, Burger King, UPS, AXA Mansard Insurance, and numerous others in various sectors, solidifying its position as a driving force in the growth of digital commerce across the continent.
Responsibilities of the Customer Experience Specialist at Paystack
- Respond to transaction issues within SLAs, providing effective support to merchants and customers.
- Analyze recurring transaction problems and escalate systemic issues to appropriate teams.
- Collaborate with engineering and banking operations to enhance backend systems for debit transactions.
- Work with the Finance team to improve reconciliation processes for disputed transactions.
- Develop and implement strategies with the Customer Experience Leadership team to enhance customer experience.
- Partner with Compliance and Risk teams to address fraud and ensure regulatory compliance.
Role Requirements for the Customer Experience Specialist at Paystack
- 3+ years of experience in Customer Support, Customer Success, or Payments Improvement Support within a fintech or banking environment.
- Strong understanding of payment processing, transaction flows, and bank dispute resolution processes.
- Experience leading a support team to achieve targets.
- Proven ability to analyze transaction data, identify patterns, and extract insights.
- Experience collaborating with finance, product, and engineering teams.
- Exceptional problem-solving skills and the ability to guide others through complex issues.
- Excellent communication skills, with the ability to explain technical details clearly to customers.
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