Payment Support Associate

Jumia is a leading e-commerce platform in Africa. It is built around a marketplace, Jumia Logistics, and JumiaPay. The marketplace helps millions of consumers and sellers to connect and transact. Jumia Logistics enables the delivery of millions of packages through our network of local partners. JumiaPay facilitates the payments of online transactions for Jumia’s ecosystem. With over 1 billion people and 500 million internet users in Africa, Jumia believes that e-commerce is making people’s lives easier by helping them shop and pay for millions of products at the best prices wherever they live. E-commerce is also creating new opportunities for SMEs to grow, and job opportunities for a new generation to thrive.

With over 5,000 employees in more than 10 countries in Africa, Jumia is led by top talented leaders offering a great mix of local and international talents and is backed by very high-profile shareholders. Jumia is committed to creating sustainable impact in Africa. Jumia offers unique opportunities in a vibrant and booming environment, creating new jobs, new skills, and empowering a new generation.

Job Objective

The Payment Support Associate has a responsibility within the payment team for monitoring, implementation, testing and management of payment products, processes and platforms based on JumiaPay goals and objectives to drive growth, retention, stickiness and delightful experience for merchants and their customers.

Responsibilities

• Payment transaction performance tracking, monitoring & reporting to track key Payment experience metrics.
• Break down product requirements and use cases clearly for product and technical teams to ensure technical specifications and final product meet business requirements.
• Collaborate with internal stakeholders and architects to define payment products scope and prioritization and be flexible to iterate per latest developments to meet deadlines.
• Liaise with other business units, BU product managers, engineering and other applicable groups to ensure smooth integration of new and existing payment products.

• Evaluate new opportunities to expand and improve product features and solution portfolio to grow usage, improved experience, stickiness and growth.
• Participate in sprint planning, product demos, testing and pilot phases, to ensure on time high quality delivery
• Perform regular tests to monitor the customer experience and journey with JumiaPay, benchmark against competitors and make recommendations for improvements.
• Work closely with the Head of Payments to review and monitor processing partners performance and provide feedback to improve efficiencies.

Required Skills & Qualifications

• Bachelor’s degree from any accredited university
• At least 3 years’ experience in customer centric roles such as operations, project management or process improvement.
• Working knowledge of industry best practices and operations within a payments environment
• ​Self-motivated with the ability to quickly establish clear action plans and drive deliverables to completion

We Offer

• A unique experience in an entrepreneurial, yet structured environment.
• The opportunity to become part of a highly professional and dynamic team working around the world.
• An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders for our future internet ventures