User Operations Specialist (French-speaking) at Paystack

About Role

• As a User Operations Specialist at Paystack, you'll be a member of the Growth team, which means that you'll be part of a team that strives to empower thousands of business owners in Africa with both the knowledge and the courage they need to bring their ideas to life. If that feeling were a sound, it would sound like this.
• We're looking for articulate people who're curious, empathetic, and kind, and who're looking to grow their career at a fast-growing tech startup that cares deeply about personal and professional development.
• You'll work side by side with a tight-knit team of creative problem solvers who’ll value you, give you the opportunity to meet high expectations, and who’ll actively create a supportive, nurturing space within which to accelerate your career.
• Our team is small but highly accomplished, so your voice will be heard and your ideas will make meaningful contributions to the business.
• Paystack is one of the largest payments companies in Nigeria, with presence in Ghana, South Africa, Cote d'Ivoire and more countries coming soon.
• So as a member of the team, you'll engage with literally thousands of businesses, learning a lot about different business models and industries, and about how money moves within the countries we operate and across the continent.
• This is a remote-friendly, full-time role, reporting directly to the Customer Success Manager for User Operations (Engagements). The successful candidate will ideally be physically located within the GMT -3 to GMT +3 timezones. If you're based outside Nigeria, the role will require occasional travel to Lagos, Nigeria at least four times a year, when it's safer to travel.

We'll trust you to

• Solve problems for Paystack merchants and our merchants' customers via email, phone, live chat, social media, and in person
• Process routine merchant requests such as business activation requests.
• Work with assigned Product Teams to deeply understand and improve some aspect of Paystack's suite of products
• Update the self-serve Help Desk knowledge base so that merchant's can get answers quickly
• Escalate transaction issues to and liaise with external partners such as banks for resolution
• Support Key Account Managers to meet the needs of our largest merchants
• Highlight ideas on how to improve the product and better serve businesses and their customers
• Represent Paystack at self-hosted and external events

You'll thrive as a User Operations Specialist if you

• Are an excellent writer and speaker of English, able to take complex ideas and explain them in plain, compelling language
• Are an excellent writer and speaker of French, able to take complex ideas and explain them in plain, compelling language
• Have an endless capacity for patience and calm, even when everyone around you is freaking out
• Embody the principle of servant leadership: you have genuine empathy for business owners, and you’re happy to go the extra mile to help them succeed
• Appreciate the importance of following up: either with members of the Paystack team on behalf of customers, or following up with customers to assure them that their issue is being worked on
• Are interested in learning all you can about how to provide world-class customer support
• Love to do the work to solve complex issues when the answers are not readily available