Description

Job Title: 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.

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.

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