Customer Support Associate (Compliance Review) at Paystack

About the Role

• Every business that joins Paystack needs to meet our regulatory requirements and compliance standards. Our Compliance Reviews team helps make that possible by reviewing new and existing merchants, supporting onboarding, and ensuring businesses continue to meet Paystack's Acceptable Use Policy.
• As a Customer Support Associate, you'll review merchant accounts, respond to enquiries, and help businesses complete onboarding and account updates. You'll work across defined review queues, follow established processes, and escalate complex cases to senior colleagues.
• This is an opportunity to develop practical expertise in payments operations and compliance while working with a team that values accuracy, ownership and continuous improvement.
• You'll receive structured onboarding, practical training and ongoing coaching, with opportunities to build specialist knowledge across different areas of compliance reviews.

We’ll trust you to

• Review merchant accounts against Paystack’s Acceptable Use Policy, regulatory requirements and internal guidelines.
• Support business activation by reviewing merchant information and documentation, requesting missing details and helping merchants complete onboarding.
• Review account updates made by existing merchants and assess their compliance implications.
• Monitor active businesses for changes in activity, potential risk signals and policy breaches.
• Handle inbound and outbound tickets through our support tools, ensuring accurate responses and timely resolution.
• Communicate clearly and professionally with merchants via email and phone to clarify business models, request information and resolve review-related issues.
• Escalate unclear, complex or high-risk cases to senior colleagues with the appropriate context and documentation.
• Maintain accurate ticket records, including actions taken, decisions made and next steps.
• Meet agreed productivity, quality and service-level targets without compromising accuracy.
• Identify recurring issues and suggest improvements to our processes and workflows.
• Depending on business needs, you may work across Business Activation Requests, Compliance Account Updates, or Business Reviews and Ongoing Monitoring, supporting merchants in Nigeria and other Paystack markets.

You’ll thrive in this role if you

• Communicate clearly and professionally in English, both verbally and in writing.
• Have strong attention to detail and can consistently follow established processes.
• Are comfortable reviewing business information, identifying gaps and asking the right follow-up questions.
• Take ownership of your work and follow through on commitments.
• Can manage repetitive tasks while maintaining accuracy and focus.
• Are comfortable speaking with merchants over the phone when needed.
• Know when to escalate an issue rather than make assumptions.
• Are curious, open to feedback and motivated to develop new skills.
• Work well with others and take pride in delivering high-quality work.

Required skills:

• Strong written and verbal English communication.
• Good computer literacy and ability to learn new digital tools.
• Ability to review information and documentation carefully and accurately.
• Strong organisation, time management and attention to detail.
• Ability to follow procedures, maintain records and manage assigned tasks.

Bonus points if you:

• Experience in customer support, business operations, compliance reviews or a similar role.
• Experience working in payments, banking, fintech or another regulated industry.
• Familiarity with customer support or ticket management tools.
• Experience reviewing business documentation, onboarding merchants or handling KYC-related processes.

Contract and work arrangement:

• This is a 12-month fixed-term position, based in Lagos, Nigeria.
• You'll work on-site, five days per week, as part of our operations team.
• The contract may be considered for renewal based on business needs, performance and applicable approvals. Renewal is not guaranteed.