Customer Experience Specialist - Priority Support at Paystack

Paystack is a technology company solving payments problems for ambitious businesses. Paystack's mission is to help merchants in Africa get paid by anyone, anywhere in the world. Over 9,000 of some of the best businesses in Nigeria use Paystack’s modern payments gateway, including MTN, Taxify, Domino’s Pizza, Smile Communications, Opera, God is Good Motors, Axa Mansard Insurance, and many others.

We are recruiting to fill the position below:

Job Title: Customer Experience Specialist - Priority Support

Location: Lagos

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:

• 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.

Requirements
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 Closing Date
15th March, 2025 at 11:59PM.

How to Apply
Interested and qualified candidates should:
Click here to apply online