Customer Experience Specialist - Collections at Paystack

Paystack processes payments for thousands of businesses across Africa, each receiving hundreds of thousands of payments daily. As a Customer Experience Specialist focused on Collections, you will play a critical role in ensuring seamless payment experiences for customers by resolving complex transaction-related challenges, optimizing internal processes, and providing strategic insights to improve transaction success rates.

With the variety of payment methods across all our markets and the dependency on our banking partners, you must be a subject matter expert on all transaction issues. You will support customers and internal teams while working closely with financial institutions, product teams, and operational stakeholders to enhance efficiency and customer satisfaction.

What is the scope of your responsibilities:

As a Customer Experience team member, you will play a critical role in shaping the user experience for all Paystack customers. You will lead a team of customer experience agents focusing on all transaction-related issues at Paystack. You will be the primary liaison between our customers, product teams, and banking partners to escalate and resolve payment issues effectively. You will monitor and analyze transaction failures, identify root causes, and work with the relevant teams to implement long-term solutions. You will manage and guide frontline agents on troubleshooting and best practices for resolving transaction issues.

You will oversee and ensure our service level agreements and take proactive steps to manage backlogs and high-priority cases. You will also find ways to implement automation and create workflow improvements where necessary. Finally, you will develop and maintain our User Manual articles, macros, and process documents to streamline support operations.

We’ll trust you you

• Deliver world-class support: You will ensure that we respond to transaction issues within the established Service Level Agreements (SLAs) and that merchants and their customers receive effective support and resolutions via all communication channels.
• Leverage data for insights: Identify and analyze recurring transaction-related issues, escalating systemic problems to relevant teams (Product, Engineering, Banking Operations) for resolution.
• Cross-functional collaborations: Work closely with engineering and banking operations teams to improve backend systems supporting debit transactions.
• Process Improvements: Collaborate with the Finance team to refine reconciliation processes for disputed or unclear transactions. Develop and implement new frameworks for monitoring debit success rates and optimizing customer recovery processes.
• Develop your team of agents: Act as a mentor and escalation point for agents handling debit-related tickets. Facilitate training sessions, sharing best practices and emerging trends in transaction troubleshooting.
• Support Company Goals: Partner with the Customer Experience Leadership team to develop and execute strategies that enhance customer experience in payment operations
• Compliance: Partner with Compliance and Risk teams to address fraud-related debit concerns and ensure regulatory adherence.

You’ll thrive as a Paystack Customer Experience Specialist - Collections if you

• Have 3+ years of experience in Customer Support, Customer Success, or Payments Improvement Support in a fintech or banking environment.
• Strong understanding of payment processing, transaction flows, and bank dispute resolution processes.
• Comfortable in leading a team of support agents to drive the outcomes as set by Paystack.
• Proven ability to analyze large sets of transaction data to identify patterns and drive insights.
• Experience working cross-functionally with finance, product, and engineering teams.
• Exceptional problem-solving skills and the ability to guide others through complex transaction issues.
• Excellent verbal and written communication skills, with the ability to explain technical issues in customer-friendly language.

Nice to have

• Familiarity with customer support tools (e.g., Front, Zendesk)
• Experience using SQL or data visualisation tools to analyse transaction trends.
• Previous experience working with banks or payment processors to resolve escalations.