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Customer Experience Specialist – Priority Support

About Paystack

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 the almost 10 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 Role

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

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.

Application Deadline

March 15, 2025 at 11:59PM

**Application Instructions - Read carefully!**

To apply, click the "Apply for this job" button
Complete all the required questions
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 summarise their CV, successful applicants are able to clearly articulate how their background makes them uniquely suited for this role.
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

Questions? Please contact Philo at philippus@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.

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Customer Experience Specialist - Priority Support