Customer Experience Specialist 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.

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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.

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The Priority Support team is dedicated to providing specialised, high-touch support to high-value merchants, ensuring that their payouts, collections, disputes, and transaction issues are handled with speed, precision, and proactive care.

As a Customer Success Specialist – Priority Support, you will act as an escalation point for complex merchant issues, working across merchant engagement, disputes, and transaction reviews to resolve critical challenges, optimize workflows, and enhance the overall support experience.

You will serve as a trusted advisor to both merchants and internal teams, ensuring that priority accounts receive prompt, seamless support while also identifying opportunities for process improvements and efficiency gains. In addition, you will work closely with Customer Experience Leadership to drive strategic initiatives, mentor junior specialists, and enhance Paystack’s merchant experience.

About the Role of Customer Experience Specialist – Priority Support

The Priority Support team is dedicated to providing specialised, high-touch support to high-value merchants, ensuring that their payouts, collections, disputes, and transaction issues are handled with speed, precision, and proactive care.

As a Customer Experience Specialist – Priority Support, you will play a key role in ensuring a seamless experience for Paystack’s premium merchants by managing escalations, troubleshooting complex transaction issues, optimising support workflows, and collaborating cross-functionally with Finance, Product, and Banking Operations teams.

Your role will be to act as a trusted advisor and escalation point for Paystack’s most valuable merchants, ensuring prompt issue resolution while driving operational efficiencies and merchant satisfaction.

What is the Scope of Your Responsibilities?

As a member of the Customer Experience team, you will play a critical role in shaping the experience of Paystack’s priority merchants. You will act as the primary point of contact for high-value clients, ensuring seamless support and issue resolution across various transaction-related concerns. You will collaborate with internal teams to improve backend systems, optimize payout processes, and refine merchant engagement strategies.

You will monitor high-value transaction flows, proactively identifying and mitigating potential risks before they escalate. Additionally, you will develop internal knowledge resources, mentor junior specialists, and contribute to strategic initiatives that enhance merchant support.

We’ll trust you to

• Deliver exceptional support to priority merchants: Maintain strong relationships with business developer and industry leads to ensure our key merchants receive seamless, high touch support across all their Paystack interactions.
• Leverage data for insights: Analyse recurring merchant issues and escalate systemic problems to Product teams.
• Optimize support processes and SLA’s: Improve response and resolution times by implementing automation, workflow enhancements and streamline escalation processes.
• Mentor and develop your team: Act as mentor and escalation point for frontline priority support agents. Lead training and best practices sessions and ensure that your team is up to date with the latest product developments.
• Cross-functional collaboration: Work closely with finance, product and the risk and compliance teams to ensure that our priority merchants are top of mind.
• Strong written and verbal communication skills: The ability to break down complex issues into simple, merchant-friendly explanations.

You’ll Thrive as a Customer Experience Specialist – Priority Support if You:

• Have 3+ years of experience in Customer Success, Payments Operations, or Merchant Support in a fintech or banking environment.
• Possess a strong understanding of payment processing, transaction flows, settlement mechanisms, and dispute resolution.
• Are comfortable leading a team of support agents to drive merchant satisfaction and issue resolution.
• Have experience working cross-functionally with finance, product, and engineering teams to resolve escalations.
• Have exceptional problem-solving skills, with the ability to guide others through complex transaction challenges.
• Are a strong communicator, able to translate technical issues into clear, merchant-friendly explanations.

Nice to Have:

• Familiarity with customer support tools (e.g., Zendesk, Front, Intercom) and analytics platforms (e.g., Metabase, SQL, Excel).
• Prior experience managing high-value merchant disputes and financial reconciliations.