User Operations Specialist (Chargeback Operations)

Paystack’s mission is to accelerate digital payments on the continent of Africa. Over 200K of some of the most renowned businesses in Nigeria, as well as a growing number of merchants in South Africa, Ghana, and Kenya use Paystack’s modern payments gateway. They include the likes of MTN, Burger King, UPS, AXA Mansard Insurance, FairMoney, PiggyVest, FilmHouse Cinemas, Smile Communications, Air Peace Airlines, Crocs, Under Armour, Richemont Lifestyle Group (RLG), and many others.

In just over 8 years, our growing team has introduced a steady cadence of innovation within the online payments landscape, such as automated recurring payments, the ability for customers to pay directly from their bank accounts, automated chargebacks, and much more. We’ve been acquired by Stripe and are doubling down on the mission to help build out Africa’s payments infrastructure.

We’re obsessed about building the best place to work on the continent while accelerating digital commerce across Africa and we need your help!

About the User Operations Specialist (Chargeback Operations) role

Paystack processes payments for thousands of businesses across Africa that receive hundreds of thousands of payments daily. However, these payments are not always without issue, and from time to time, customers are not given value for their payments.

That’s where the User Operations Specialists in the Chargeback Operations team come in. Acting as an intermediary between merchants and their customers—or the customer’s bank—the team ensures that all disputes are handled swiftly and fairly. This can mean reversing payments or helping merchants provide the missing value that customers expected.

Beyond these day-to-day responsibilities, the Chargeback Operations team partners closely with the Engineering and Product teams to create more efficient systems and tools for dispute resolution. By minimizing financial losses for both merchants and Paystack, they safeguard online payments and help our merchants grow sustainably.

We're able to do this by hiring insightful, empathetic problem-solvers and giving them the advanced tools they need to succeed. Through collaboration and innovation, the Chargeback Operations team continually improves how we protect our merchants and keep the payment experience seamless for everyone.

What is the scope of your responsibilities?

As a member of the Chargeback Operations team, you’ll play a central role in ensuring quick and accurate responses to banks and other payment processing partners who contact us about disputed payments. You’ll protect Paystack against financial loss by following clearly defined workflows that comply with the requirements of our financial partners, including card networks and Central Banks in the countries where we operate.

You’ll collaborate with the Integrations and Key Accounts teams to advise merchants on how best to structure their products and consistently deliver value, while also guiding them on how to leverage Paystack tools—such as webhooks and the Disputes API—to streamline dispute resolution. Additionally, you’ll educate merchants through our Help Center documentation, webinars, and one-on-one sessions, helping them compile high-quality evidence that meets the criteria of financial partners when contesting disputes.

If you thrive on ensuring seamless dispute management processes and are eager to help our merchants reduce losses from chargebacks, we’d love for you to join our team.

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This is a remote-friendly, full-time role, reporting directly to the Customer Success Manager for User Operations (Disputes). This role is only available to candidates located in Ghana, Nigeria or South Africa.

We'll trust you to

• Oversee chargeback requests with precision: Collaborate closely with frontline agents to ensure that all chargeback requests are accurately processed and resolved within our set SLA.
• Provide responsive chargeback support: Offer timely assistance to partners and stakeholders via email, phone, or other preferred channels, serving as a knowledgeable point of contact for any chargeback-related inquiries.
• Manage refunds end-to-end: Coordinate and oversee the entire refund process—from initiation to completion—ensuring that all refunds are properly executed.
• Address escalated issues and queries: Efficiently review and handle requests escalated by other Paystack teams, making sure all disputes are resolved in a prompt and thorough manner.
• Enhance tools and processes: Work alongside Product and Engineering teams to refine internal tools and improve chargeback resolution features on the Merchant Dashboard, continually optimizing our dispute-handling capabilities.
• Leverage data analytics to monitor trends: Utilize tools such as Excel, Google Sheets, Metabase, Tableau, and SQL to analyze chargeback data, identify emerging patterns, and share actionable insights. Where chargeback rates are high, recommend strategies to mitigate and reduce them.
• Maintain strict compliance: Ensure adherence to all relevant industry standards, regulations, and partner-specific guidelines to protect the integrity of our operations.
• Educate and empower merchants: Guide merchants and partners on best practices for dispute management, including training on available tools that enhance the overall dispute experience.
• Act as a Paystack ambassador: Represent the company at both Paystack-hosted and external events.

You'll thrive as Paystack's User Ops Specialist (Chargeback Operations) if you

• Have 2+ years of work experience in a chargeback operation role.
• Have a solid understanding of card network rules, chargeback concepts and processes, and best practices regarding dispute resolution
• Are an excellent writer and speaker of English, 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, their customers and you’re happy to go the extra mile to help them succeed
• Are a strong problem solver. You genuinely enjoy getting into the weeds of customers' issues and finding both short and long term solution to problems
• Are observant, paying attention to how the product and process works and proactively flagging and fixing issues where necessary
• Have excellent analytical skills. You're able to interpret data and use information to make decisions

Application Instructions (Read carefully)

1. Click the Apply Now button to go to the application form, and answer the application question.

2. Application deadline is 11:59 pm WAT on 2 February, 2025

3. In your cover letter, please take care to explain how your professional and personal experiences have set you up to thrive in this role. This is important. We find that while unsuccessful applicants tend to simply summarize their CV, successful applicants are able to clearly articulate how their background makes them uniquely suited for this role.

4. After you submit this application form, you'll receive an update via email within a week on if you’ve made it to the next stage

Application Deadline

2 February, 2025 at 11:59PM

Questions? Please contact Olaseike at seike@paystack.com.

Paystack is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We’re committed to providing employees with a work environment that is progressive and open-minded. Our employment philosophy is to hire the best people and empower them to do the best work of their lives. Employment decisions are based on business needs and individual merit without regard to race, color, religion, ethnicity, sexual orientation, nationality, marital status, gender or age.