Jobs at Bumpa

Bumpa is building the future of commerce in Africa by helping businesses start, run, and grow more easily. At Bumpa, our merchants are at the heart of everything we do. As a Bumpa Specialist, you’ll be one of the first and most important touchpoints in their journey, helping them navigate the platform, resolve issues quickly, and get the support they need to run and grow their businesses with confidence. This role is focused on delivering clear, timely, and helpful support across key merchant touchpoints while contributing to overall merchant satisfaction, trust, and long-term success on the platform. You will support merchants across multiple channels, including phone, live chat, email, WhatsApp, and social media, helping them solve everyday challenges and making their experience with Bumpa as smooth as possible. Beyond responding to questions, you will play an important role in improving the quality of the merchant experience. You’ll identify recurring issues, document useful feedback, and work closely with internal teams to help improve support processes and the product itself. You’ll thrive in this role if you are a strong communicator, tech-comfortable, detail-oriented, proactive, and genuinely interested in helping small business owners succeed.

Job Details

Merchant Support & Issue Resolution

• Serve as a primary point of contact for merchants across live chat, phone, email, WhatsApp, and social media.
• Respond to merchant inquiries promptly with clear, accurate, and helpful information.
• Support merchants with common issues such as product uploads, order management, store setup, and basic payment-related questions.
• Follow internal processes and support guides to troubleshoot and resolve issues efficiently.
• Escalate more complex or technical issues to the relevant teams while keeping merchants informed of progress.
• Take ownership of merchant issues and ensure they are fully resolved or properly handed over.

Customer Experience & Satisfaction

• Deliver fast, friendly, accurate, and consultative support to merchants.
• Maintain high customer satisfaction, strong response times, and strong first-contact resolution.
• Understand merchant needs and tailor support based on their business type and use case.
• Collect merchant feedback and share insights that can improve the product experience and merchant journey.

Documentation & Knowledge Management

• Contribute to Bumpa’s Help Center by creating and updating FAQs, tutorials, and support guides.
• Maintain accurate ticket notes and merchant histories in the CRM or support dashboard.
• Identify recurring issues and work with Product and Engineering teams to support long-term solutions.

Collaboration & Internal Communication

• Liaise with Sales, Account Management, and Engineering teams to resolve cross-functional merchant issues.
• Share customer insights, recurring pain points, and feature requests to help inform improvements.
• Actively participate in weekly support reviews to evaluate performance metrics and identify opportunities for improvement.

What Success Looks Like

• Merchants consistently receive fast, clear, and reliable support across all assigned channels.
• Customer satisfaction, response time, and first-contact resolution metrics are maintained at a strong level.
• Merchant issues are resolved efficiently, with appropriate escalation and follow-through where needed.
• Merchant pain points, recurring issues, and feedback are documented clearly and shared with the relevant teams.
• Help Center content and internal support documentation are improved to reduce repeated issues and support better self-service.
• The specialist builds strong product knowledge, shows ownership in handling merchant concerns, and becomes a dependable frontline representative of the Bumpa experience.

Requirements

• Bachelor’s degree in Business, Communications, or a related field, or equivalent practical experience.
• 0–2 years of experience in customer support, customer service, or another customer-facing role, including internships.
• Strong verbal and written communication skills, with the ability to explain things clearly and simply.
• Comfortable supporting customers across multiple channels, including email, phone, live chat, and social media.
• Basic problem-solving skills and strong attention to detail.
• Tech-savvy, with the ability to quickly learn new tools and systems.
• Good organizational skills and the ability to manage multiple conversations at once.
• Positive attitude, reliability, and willingness to learn in a fast-paced environment.
• Self-motivated, adaptable, and able to thrive in a startup environment.

go to method of application »

The Merchant Success Associate, also known internally as a “Bumpa Expert”, is responsible for helping new and existing merchants successfully onboard, go live, and grow on Bumpa. You will work closely with assigned merchants from the point of subscription, guiding them through store setup, inventory upload, payment configuration, delivery setup, and key business settings. Your goal is to help merchants launch faster, process orders, collect payments, and use Bumpa confidently for their daily business operations. Beyond onboarding, you will manage assigned merchant accounts, track adoption, identify growth opportunities, and support merchants in increasing sales volume, online orders, and GMV through better platform usage, workflow optimisation, and proactive engagement. If you enjoy solving problems, simplifying technical processes, and using data and product knowledge to help merchants succeed, this role is for you. If you enjoy solving problems, simplifying technical processes, and using data and product knowledge to help merchants succeed, this role is for you.

What you’ll be doing

• Guide new merchants through onboarding and ensure they are ready to go live.
• Support store setup, inventory uploads, payment configuration, delivery setup, and key business workflow setup.
• Manage assigned merchant accounts and build strong relationships with business owners.
• Drive merchant adoption, online sales performance, and business growth.
• Help merchants use Bumpa tools to manage online and offline orders, payments, inventory, customers, and daily operations.
• Identify onboarding blockers early and provide practical support to resolve them.
• Proactively check in with merchants to improve engagement, retention, and product usage.
• Recommend workflows that help merchants run their businesses more efficiently.
• Share merchant feedback, requests, and recurring issues with Product, Sales, Engineering, and Growth teams.
• Maintain accurate records of onboarding progress, account activity, merchant performance, and growth opportunities.
• Meet onboarding, activation, adoption, and growth targets.

An Ideal Candidate:

• Bachelor’s degree in a relevant field.
• 2–3 years’ experience in customer success, onboarding, account management, sales, or customer support.
• Experience working with SMEs, merchants, e-commerce businesses, or SaaS products is an advantage.
• Strong communication and relationship management skills.
• Good understanding of onboarding, adoption, account management, and consultative selling.
• Comfortable making calls, sending follow-up emails, and engaging merchants proactively.
• Able to understand merchant needs and recommend practical solutions.
• Strong problem-solving skills and ability to handle challenging customer situations.
• Comfortable using data to track performance and identify growth opportunities.
• Experience with tools such as Freshdesk, Slack, Google Workspace, CRM tools, or e-commerce platforms is an advantage.
• Tech-savvy, organised, proactive, and able to learn quickly in a fast-paced environment.

go to method of application »

The Bumpa Engineering team plays a critical role in building products that simplify commerce for small businesses across Africa. We are looking for a mid-level Mobile Engineer to join our Products team and contribute to building reliable, user-friendly, and scalable mobile experiences. This role will support the development of product features across the Bumpa app, including areas such as payments, orders, product listings, customer engagement, business management, and other core mobile experiences. The ideal candidate should have strong React Native experience, a good product mindset, and an interest in building tools that help small businesses sell, get paid, and manage their operations more efficiently.

Key Responsibilities

Mobile App Development

• Design, develop, and maintain high-quality React Native mobile applications for iOS and Android.
• Build and improve product features across areas such as payments, orders, product listings, customer engagement, and business management.
• Support the development and optimization of product features across key user journeys, including payments, orders, listings, and business management tools.
• Improve app performance, responsiveness, usability, and reliability.

Collaboration

• Work closely with Product, Design, Backend, QA, and other Engineering team members to deliver mobile features.
• Contribute to technical discussions and help make practical engineering decisions.
• Translate product requirements into clean, maintainable, and scalable mobile solutions.
• Participate in code reviews and support good engineering practices within the mobile team.

Integrations and APIs

• Integrate mobile applications with backend services, RESTful APIs, and third-party tools.
• Support authentication, data synchronization, and error handling across mobile experiences.
• Work with backend engineers to ensure smooth and reliable mobile-to-server communication.

Testing and Troubleshooting

• Write and maintain unit, integration, and UI tests where applicable.
• Debug and resolve mobile issues in a timely manner.
• Monitor and improve the stability of mobile features after release.
• Identify opportunities to improve existing code, user flows, and app performance.
• Prove the performance, reliability, and scalability of commerce systems.

Required

• 3+ years of hands-on React Native development experience.
• Good understanding of JavaScript, React components, state management, and mobile app architecture.
• Experience building and shipping mobile applications for iOS and Android.
• Experience integrating mobile apps with APIs and third-party services.
• Ability to write clean, reusable, and maintainable code.
• Good debugging, problem-solving, and communication skills.
• Interest in commerce, fintech, SaaS, or tools that support small businesses.

Preferred

• Experience with TypeScript.
• Experience working on ecommerce, fintech, SaaS, commerce, or other user-facing product experiences.
• Familiarity with mobile testing frameworks.
• Familiarity with CI/CD pipelines for mobile applications.
• Experience working with GraphQL APIs.
• Understanding of app performance optimization and mobile release processes.

Desired Personal Attributes

• Strong user-centric mindset and care for good mobile experiences.
• Comfortable taking ownership of assigned features and delivering them reliably.
• Collaborative and open to feedback.
• Curious, eager to learn, and willing to grow within a fast-moving engineering team.
• Practical problem-solver with attention to detail.
• Interest in building products that help small businesses operate and grow.merchants grow.