Customer Experience Specialist - Disbursements at Paystack

Paystack processes payouts, transfers, and refunds for thousands of businesses across Africa, ensuring timely and accurate disbursements. As a Customer Experience Specialist - Disbursements, you will play a critical role in ensuring seamless payout experiences for businesses and their customers by resolving complex disbursement challenges, optimizing internal processes, and providing strategic insights to enhance transaction efficiency.

With the variety of disbursement methods across all our markets and the dependency on our banking partners, you will become a subject matter expert on payout operations. You will support customers and internal teams while working closely with financial institutions, product teams, and operational stakeholders to improve payout, transfer, and refund success rates and ensure timely resolution of disbursement issues.

What is the scope of your responsibilities?

As a member of the Customer Experience team, you will play a critical role in shaping the user experience for all Paystack customers. You will lead a team of customer success agents focusing on all payout and refund-related issues at Paystack. You will serve as the primary liaison between our customers, product teams, and banking partners to escalate and resolve disbursement-related concerns effectively.

You will monitor and analyse payout 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 disbursement issues.

You will oversee and ensure our service level agreements (SLAs) are met, proactively managing backlogs and high-priority cases. You will find ways to implement automation and create workflow improvements where necessary. You will develop and maintain our User Manual articles, macros, and process documents to streamline support operations.

We’ll trust you to

• Deliver world-class support: Ensure that we respond to payout, transfer, and refund issues within the established SLAs, and that businesses and their customers receive effective support and resolutions via all communication channels.
• Leverage data for insights: Identify and analyze recurring payout-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 payout transactions.
• Process Improvements: Collaborate with the Finance team to refine reconciliation processes for disputed or unclear disbursements. Develop and implement new frameworks for monitoring payout success rates and optimizing refund efficiency.
• Develop your team of agents: Act as a mentor and escalation point for agents handling payout-related tickets. Facilitate training sessions, sharing best practices and emerging trends in disbursement troubleshooting.
• Support Company Goals: Partner with the Customer Experience Leadership team to develop and execute strategies that enhance the customer experience in payout operations.
• Compliance: Partner with Compliance and Risk teams to address fraud-related payout and transfer concerns and ensure regulatory adherence.

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

• Have 3+ years of experience in Customer Success, Payment Operations, or Transaction Support in a fintech or banking environment.
• Have a strong understanding of payout processing, refund workflows, transaction flows, and bank reconciliation processes.
• Are comfortable leading a team of support agents to drive the outcomes set by Paystack.
• Have proven ability to analyze large sets of transaction data to identify patterns and drive insights.
• Have experience working cross-functionally with finance, product, and engineering teams.
• Possess exceptional problem-solving skills and the ability to guide others through complex disbursement issues.
• Have excellent verbal and written communication skills, with the ability to explain technical issues in a customer-friendly manner.

Nice to have

• Familiarity with customer support tools (e.g., Front, Zendesk) and payment processing platforms.
• Experience using SQL or data visualization tools to analyze payout and refund trends.
• Previous experience working with banks or payment processors to resolve disbursement escalations.