Job Title: Customer Experience Specialist – Disbursements
Location: Lagos, Nigeria
Employment Type: Full-Time
Company: Paystack
About Paystack:
Paystack is a leading technology company dedicated to solving payment challenges for ambitious businesses across Africa. Our mission is to empower merchants to get paid by anyone, anywhere in the world. Trusted by over 9,000 businesses, including MTN, Taxify, Domino’s Pizza, and Axa Mansard Insurance, Paystack’s modern payment gateway is transforming the way businesses process transactions. We are committed to delivering seamless, secure, and innovative payment solutions that drive growth and efficiency for our customers.
About the Role:
Paystack is seeking a highly skilled and customer-focused Customer Experience Specialist – Disbursements to join our team in Lagos. In this role, you will play a critical part in ensuring seamless payout, transfer, and refund experiences for our customers. You will resolve complex disbursement challenges, optimize internal processes, and provide strategic insights to enhance transaction efficiency. As a subject matter expert on payout operations, you will collaborate with financial institutions, product teams, and operational stakeholders to improve success rates and ensure timely resolution of disbursement issues.
Key Responsibilities:
- Deliver World-Class Support: Respond to payout, transfer, and refund issues within established SLAs, ensuring effective resolutions via all communication channels.
- Leverage Data for Insights: Analyze recurring payout-related issues, identify root causes, and escalate systemic problems to relevant teams for resolution.
- Cross-Functional Collaboration: Work closely with Engineering, Banking Operations, and Product teams to improve backend systems supporting payout transactions.
- Process Improvements: Collaborate with the Finance team to refine reconciliation processes and develop frameworks for monitoring payout success rates and optimizing refund efficiency.
- Team Development: Mentor and guide a team of support agents, facilitating training sessions and sharing best practices for disbursement troubleshooting.
- Support Company Goals: Partner with Customer Experience Leadership to develop and execute strategies that enhance the customer experience in payout operations.
- Compliance: Work with Compliance and Risk teams to address fraud-related payout concerns and ensure regulatory adherence.
Requirements:
- 3+ years of experience in Customer Success, Payment Operations, or Transaction Support within a fintech or banking environment.
- Strong understanding of payout processing, refund workflows, transaction flows, and bank reconciliation processes.
- Proven ability to lead a team of support agents and drive outcomes aligned with organizational goals.
- Exceptional problem-solving skills and the ability to guide others through complex disbursement issues.
- Excellent verbal and written communication skills, with the ability to explain technical issues in a customer-friendly manner.
- Experience analyzing large sets of transaction data to identify patterns and drive actionable insights.
- Comfortable working cross-functionally with Finance, Product, and Engineering teams.
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.
Why Join Paystack?
- Be part of a forward-thinking company that is revolutionizing payments in Africa.
- Work in a collaborative and innovative environment with opportunities for professional growth.
- Contribute to impactful projects that enhance the customer experience and drive business success.
- Enjoy a dynamic and inclusive workplace culture that values creativity and excellence.
How to Apply:
Interested and qualified candidates should apply online by clicking here.
Application Closing Date: 15th March, 2025, at 11:59 PM.
