Head, E-Commerce Support at Unified Payment Services Limited

Job Objective (s)

• To lead the end-to-end support function for the company’s e-commerce and digital platforms.
• This role ensures seamless operations, excellent merchant and customer experiences, and efficient resolution of issues across all e-commerce channels.
• The incumbent will develop and implement strategies to optimize platform performance, enhance customer satisfaction, and drive operational efficiency, while collaborating with cross-functional teams including Product, Technology, Risk, and Marketing.

Duties & Responsibilties

• Ensure timely and efficient resolution of customer and merchant queries, complaints, and disputes.
• Monitor daily platform operations, identify bottlenecks, and implement process improvements.
• Maintain oversight of order management, refunds, chargebacks, and escalations.
• Ensure adherence to service level agreements (SLAs) and key performance metrics.
• Track recurring issues, platform trends, and service gaps to inform business strategy.
• Ensure accurate documentation of complaints, resolution timelines, and escalation history.
• Work closely with Risk, Compliance, Product, and Marketing teams to resolve issues, launch new features, and ensure regulatory compliance.
• Develop and manage support frameworks for merchants, partners, and end-users.
• Serve as a point of escalation for complex merchant or customer issues.
• Design and implement onboarding, training, and support materials for merchants.
• Analyze customer and merchant feedback to improve platform usability and experience.
• Collaborate with Product and Technology teams to implement platform enhancements based on support insights

Job Requirements

• Education University Degree/HND in Finance, Economics, Computer Science, Social Sciences, Engineering, Business Administration, Information Technology or related fields.
• Others: Strong knowledge of e-commerce platforms, payment gateways, digital wallets, and merchant operations.
• Experience: Minimum of 8-12years post NYSC experience.
• Technology background with programming skills as an advantage

Key Comptency Requirements:

• Knowledge
• Proven ability to lead large, high-performing teams and manage cross-functional stakeholders.
• Strong analytical and problem-solving skills, with experience using support metrics and dashboards (e.g., Zendesk, Freshdesk, Salesforce).
• Excellent communication, negotiation, and conflict resolution skills.
• Ability to work in a fast-paced, dynamic fintech environment with changing priorities.

Skill / Competencies:

• Leadership & People Management
• Customer Centricity & Relationship Management
• Strategic Thinking & Operational Excellence
• Data-Driven Decision Making
• Process Optimization & Automation
• Stakeholder Management