Career Openings at Paystack Payments Limited

---

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 positions below:

 

 

Job Title: HR Programs Lead

Location: Remote

About the Role

• At Paystack, we believe that we will win by recruiting talented people and giving them the space, resources, and support to do the best work of their lives. We hire the most capable people, treat them with genuine respect, and give them the means to succeed. And we’d love your help.
• Over the past 12 months, the Paystack team has grown from 100 people to almost 200 employees across Africa and Europe. We expect this to grow even further over the next year, both at our Lagos HQ and other locations. We’re hiring for an HR Programs Lead to support key programs involving our people.
• As HR Programs Lead, your responsibility will be to build excellent people programs to attract, develop and retain top talent. You will use innovative and streamlined processes to help the company maintain its culture as it rapidly scales. The location of the role is flexible across our entities in Africa and is remote-friendly. The HR Programs Lead reports to the People Operations Lead.

What You’ll be Doing

• Support the successful onboarding of new hires by working closely with business leads and managers on team-specific orientation plans and the employee confirmation process
• Manage the quarterly and annual performance management process, including designing the promotion and calibration processes and training managers and employees on all aspects of performance review
• Build and maintain the Paystack job competency framework by partnering with business leads to articulate the skills required to be successful at each level
• Support managers with managing low and top performance, by building the infrastructure by which they can create and track Performance Improvement Plans as well as develop top talent action plans
• Develop and lead cross-functional trainings for managers and employees to enhance their growth and learning
• Continuously analyze and assess the success of the company's HR programs to identify opportunities for optimization.

What it Takes to Succeed

• You are a people person, who is adaptable and comfortable working in multicultural environments
• You have at least 7 years experience in HR / People Operations at fast-growing tech start-ups or scaleups
• You have experience managing HR programs in fast-paced organizations
• You have experience with various HR tools (Small Improvements and BambooHR are a plus!)
• You have excellent communication skills – both written and verbal
• You have a passion for building relationships and tackling people-related issues
• You are a creative problem solver
• You have strong data analytics skills that can be leveraged to make informed decisions about people strategy
• You have a bias towards continuous learning
• You have deep empathy for co-workers
• You prioritize confidentiality and are a trusted source of advice and information for team members
• You are passionate about the Paystack mission.

Interested and qualified candidates should:
Click here to apply

 

 

 

Job Title: Recruiting Lead

Location: Remote

About the Role

• At Paystack, we believe that we will win by recruiting talented people and giving them the space, resources, and support to do the best work of their lives. We hire the most capable people, treat them with genuine respect, and give them the means to succeed. And we’d love your help!
• Over the past 12 months, the Paystack team has grown from 100 people to almost 200 employees across Africa and Europe. We expect this to grow even further over the next year, both at our Lagos HQ and other locations. We’re hiring for a Recruiting Lead to enable us to continue to grow the team as we scale.
• As a Recruiting Lead, your responsibility will be to build an excellent end-to-end recruitment process to attract, develop and retain top talent. The location of the role is flexible across our entities in Africa and is remote-friendly.

What You’ll be Doing

• Design and implement Paystack's overall recruitment strategy, partnering with business leads to understand their unique needs in order to build a globally standardized process that can be customized as needed.
• Manage the end-to-end recruitment process, including developing and posting job descriptions, sourcing and screening candidates, managing interviews and job applications, assessing candidates and supporting managers in making hiring decisions, and negotiating and closing candidates during the offer stage.
• Using analytics to assess the hiring process to determine areas for optimization, guide hiring managers on talent markets and support leadership on key decisions around growth.
• Drive the successful onboarding of new hires by managing all new hire documentation and supporting employee questions / requests prior to their first day.
• Manage the company's employer brand, promoting Paystack as a "best place to work".

What it Takes to Succeed

• You are a people person, who is adaptable and comfortable working in multicultural environments.
• You have at least 5 years experience in recruitment at fast-growing tech start-ups or scaleups, ideally in a management level.
• You have hands on experience with various selection processes (video interviewing, phone interviewing, reference checks, etc.)
• You have deep familiarity with various Applicant Tracking Systems (ATS) and Candidate Management Systems (CMS).
• You have excellent communication skills – both written and verbal.
• You have a strong bias towards constant learning.
• You have strong data analytics skills that can be leveraged to make informed decisions about people strategy.
• You are a creative problem solver.
• You prioritize confidentiality and are a trusted source of advice and information for team members.
• You are passionate about the Paystack mission.

Interested and qualified candidates should:
Click here to apply

 

 

 

Job Title: Technical Product Specialist (Technical Account Management)

Location: Remote

About the Role

• At Paystack, we're privileged to work with some of the most ambitious and innovative companies across Africa. These companies choose Paystack because beyond providing a first-class payment experience, we're dedicated to helping them grow and achieve their full potential.
• Paystack is an API-first company, and our product suite aims to give developers superpowers to build incredible payment experiences. Technical Product Specialists manage the developer experience across across several touch points.
• We ensure that our public documentation contains all the information developers need to bring their ideas to life, we build integrations with best-in-class tools so that businesses can find success with Paystack quickly, and we partner closely with customer-facing internal teams to help current and prospective merchants figure out how to bring innovative new technical solutions to market.

What is the Scope of Responsibilities?

• As a Technical Product Specialist on the Technical Account Management sub-team, you'll work closely with some of our most important merchant partners to help them solve business problems with the Paystack API.
• You'll meet with merchants who're looking for a reliable payment provider and propose innovative, and comprehensive solutions to their problems. You'll create product demos that indicate a deep understanding of the merchant's business and the problems they're trying to solve. Where necessary, you'll work on sample apps and code snippets that reduce the amount of time it takes for these merchants to go live, by giving them the scaffolding they need to build their payment solutions, instead of starting from scratch.
• You'll work with the Sales and Key Account Management teams to strategize and create plans to ensure success for key merchants across various industries. When merchants are ready to begin their integration, you'll be on standby to provide guidance as a technical advisor and troubleshooter, helping to unblock their development teams.
• You'll work closely with these key merchants to help them unlock further value from Paystack, from encouraging them to implement new features, to making suggestions on how best to structure their calls to our API. You'll become a trusted advisor to the CTOs and engineering departments at these companies, as well as their advocate within Paystack, channeling their needs and wants to our Product teams for prioritization.
• Your proximity to our merchants gives you first-hand context that our Product and Engineering teams will rely on when planning their roadmaps and prioritizing new features or products. You'll be able to provide valuable insight to our Developer Experience team, by sharing feedback from your accounts on what's working for them and what isn't.
• There has never been a better time to join Paystack. We're building the financial technology rails that thousands of businesses across several countries rely on to drive growth, and as a Technical Product Specialist, you'll be right in the middle of the action helping these businesses bring their ideas to life.
• This is a full-time role, and you'll report directly to the Customer Success Manager for Integrations. The successful candidate will ideally be physically located within the GMT -3 to GMT +3 timezones. If you're based outside Nigeria, the role will require occasional travel to Lagos, Nigeria at least four times a year, when it's safer to travel.

We'll trust you to:

• Work with the Sales and Key Accounts teams help prospects evaluate and adopt Paystack solutions. You'll help drive the discovery process to deeply understand merchants' pain points, and propose technical solutions that solve them
• Support merchants by investigating and solving technical issues.
• Create product demos and proofs of concept that demonstrate Paystack's ability to solve a wide range of merchants' business needs
• Communicate data-driven insights, recommendations, and merchant feedback to relevant internal teams to influence product development and developer relations efforts.

Requirements
You'll thrive as a Technical Product Specialist if you:

• Have strong communication skills and enjoy the challenge of understanding key customer requirements and articulating the correct solution to our customers. Technology consulting experience is a plus.
• Are perceptive and a fast learner. You’re able to quickly understand the technology that powers Paystack and able to leverage your understanding to help our merchants achieve their goals.
• Can connect with both technical and non-technical audiences, able to easily translate and serve as a mediator between both groups
• 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
• Have software development experience in one or more of the following areas:
  • backend (Java, C#, Node.js, Python, PHP, Ruby)
  • web development (JavaScript, HTML/CSS, frontend frameworks - React, Vue.js, Angular)
• Have experience building with REST APIs.

Nice to have:

• You are or have been an entrepreneur or business owner.
• Have worked in a consulting capacity for businesses.

Interested and qualified candidates should:
Click here to apply

Application Instructions (Read carefully)

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

Application Deadline  10th October, 2021 at 11:59 PM WAT.

 

 

 

 

Job Title: Customer Success Manager, User Operations (Engagements)

Location: Remote

About the Role

• We're looking for an experienced customer success leader to help Paystack build Africa's most delightful customer experience.
• We approach customer support a little differently at Paystack. For one thing, customer support is housed within our Growth department, which reflects our deep belief that the quality of our customer interactions is an important growth lever. Our customer support team is also deeply embedded within our product delivery teams, to ensure a strong feedback loop between what we're seeing in the field, and rapid process and feature improvements.
• What this means is that in addition to responding quickly and helpfully to both merchants and merchants' customers, our primary goal within the User Operations team is to build scalable systems that preempt friction before it happens. And where we discover inefficiency, we work closely with cross-functional teams to implement long-term solutions which ensure that those issues never happens again.
• We're able to do this by hiring smart, empathetic problem-solvers, and giving them custom tools that empowers them to accelerate growth for Paystack merchants.

What is the Scope of Responsibilities?

• As the Customer Success Manager for User Operations (Engagements) you will lead a team of User Operations Specialists and outsourced support agents to a deliver delightful customer experiences to merchants in Nigeria, Ghana, and South Africa (and more coming).
• You will optimise existing messaging channels (email, social media, phone, live chat), deploy new ones (e.g. WhatsApp), and ensure that every single person who reaches out to Paystack consistently has a superlative experience.
• You will work closely with the Product and Engineering teams to ensure that feedback from users is incorporated into product improvements. You will also work with these teams to ensure that your direct reports and our vendor agents have the best tools and integrations needed to carry out their work efficiently.
• There has never been a better time to join Paystack. We're building the financial technology rails that thousands of businesses across several countries rely on to drive growth, and as the CSM for User Ops, you and your team will ensure a high level of operational efficiency that keeps us worthy of their trust.
• This is a remote-friendly, full-time role, reporting directly to the Customer Success Lead. The successful candidate will ideally be physically located within the GMT -3 to GMT +3 timezones. If you're based outside Nigeria, the role will require occasional travel to Lagos, Nigeria at least four times a year, when it's safer to travel.

We'll trust you to:

• Set up tools and processes which ensure that users reaching out to Paystack receive helpful responses, quickly. You'll optimise our communication channels to ensure that we always have the optimal number of agents at all times, and that our self-serve tools such as our Help Centre documentation is constantly improving
• Hire and coach members of the Engagements team
• Establish and nurture relationships with the most reliable Business Process Outsourcing partners in the markets in which we operate. You'll hold them accountable for high performance, deliver trainings that keep them abreast of product improvements, and more.
• Be an advocate for merchants internally, and design tight feedback loops between customers and the Product and Engineering teams to improve products and processes
• Collaborate with teams across the company, including Finance, Legal, Key Accounts, Geographic Expansion and Integrations, to ensure that we're solving problems and removing friction for merchants
• Advise Paystack merchants who are interested in improving their own user operations systems. This might take the form of trainings, templates, or anything else that empowers our merchants to also deliver best-in-class support to their customers.

Requirements
You'll thrive as Paystack's CSM for User Operations (Engagements) if you:

• Have 3+ years' experience leading a team responsible for assisting people and solving problems on their behalf at a high growth technology company. This does not need to strictly be in a customer support capacity.
• Have experience leading user operations at scale
• Are adept at using and managing CRM or other third-party tools (eg. Zendesk, Help Scout) to improve efficiency
• Enjoy working with multiple stakeholders and teams on complex cross-functional projects
• Care deeply about delivering Africa's most delightful customer experience and go the extra mile to solve problems for users. You are passionate about helping entrepreneurs succeed.
• Are constantly seeking out improved processes and tools to better achieve our operational goals, rather than managing the status quo.

Interested and qualified candidates should:
Click here to apply

Application Instructions (Read carefully)

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

Application Deadline  17th October, 2021 at 11:59 PM WAT.

 

 

 

 

Job Title: Customer Success Manager, User Operations (Reviews)

Location: Remote

About the Role

• We're looking for an experienced customer success leader to help Paystack build Africa's most delightful customer experience.
• We approach customer support a little differently at Paystack. For one thing, customer support is housed within our Growth department, which reflects our deep belief that the quality of our customer interactions is an important growth lever. Our customer support team is also deeply embedded within our product delivery teams, to ensure a strong feedback loop between what we're seeing in the field, and rapid process and feature improvements.
• What this means is that in addition to responding quickly and helpfully to both merchants and merchants' customers, our primary goal within the User Operations team is to build scalable systems that pre-empt friction before it happens. And where we discover inefficiency, we work closely with cross-functional teams to implement long-term solutions which ensure that those issues never happen again.
• We're able to do this by hiring smart, empathetic problem-solvers, and giving them custom tools that empowers them to accelerate growth for Paystack merchants.

What is the Scope of Responsibilities?

• The Reviews team ensures that all businesses in Nigeria, Ghana, and South Africa collecting payments with Paystack meet the necessary regulatory requirements to do so.
• As the Customer Success Manager for User Operations (Reviews), you will work with the Product, Engineering, Design, and Marketing teams to build a delightful onboarding experience for businesses signing up on Paystack, while ensuring that those businesses go through rigorous checks.
• These checks are super important to maintain the trust that people have in the Paystack brand. When a customer makes a payment to a business using Paystack, they should have the confidence that that business has been meticulously vetted before being allowed to transact.
• You will optimize that vetting process, and lead a team of User Operations Specialists to ensure that businesses collecting payments with Paystack do so safely. You will study historical data from businesses we've onboarded in the past, and gain familiarity with regulations in the countries we operate in to create business review processes that help us onboard great businesses while preventing bad actors. You will also develop resources to help businesses understand how to operate compliantly in different markets.
• There has never been a better time to join Paystack. We're building the financial technology rails that thousands of businesses across several countries rely on to drive growth, and as the CSM for User Ops, you and your team will ensure a high level of operational efficiency that keeps us worthy of their trust.
• This is a remote-friendly, full-time role, reporting directly to the Customer Success Lead. The successful candidate will ideally be physically located within the GMT -3 to GMT +3 timezones. If you're based outside Nigeria, the role will require occasional travel to Lagos, Nigeria at least four times a year, when it's safer to travel.

We'll trust you to:

• Set up tools and processes which ensure that users reaching out to Paystack receive helpful responses, quickly. You'll optimise our communication channels to ensure that we always have the optimal number of agents at all times, and that our self-serve tools such as our Help Centre documentation are constantly improving.
• Hire and coach members of the Reviews team.
• Establish and nurture relationships with the most reliable Business Process Outsourcing partners in the markets in which we operate. You'll hold them accountable for high performance, deliver trainings that keep them abreast of product improvements, and more.
• Be an advocate for merchants internally, and design tight feedback loops between customers and the Product and Engineering teams to improve onboarding and reviews processes.
• Continuously develop processes that will ensure we preemptively identify fraudulent merchants who intend to harm customers.
• Collaborate with teams across the company, including Engineering, Legal & Regulatory, and Compliance teams to define requirements and processes, question assumptions, and broadly ensure that we're providing a delightful onboarding experience.

Requirements
You'll thrive as Paystack's CSM for User Operations (Reviews) if you:

• Have a solid understanding of anti-money laundering (AML) and know your customer (KYC) requirements in at least one regulated and high-risk industry
• Have a proven ability to understand and interpret regulatory concepts into practical business requirements while preserving an elegant experience for merchants
• Are constantly seeking out ways to improve how your team works with better tooling and processes. You are able to approach problems with first principle thinking and don't get hung up on how the existing system is set up.
• Have an ability to execute on and deliver complex operational projects involving multiple stakeholders
• Care deeply about the customer experience and go the extra mile to help users solve problems. You are passionate about helping entrepreneurs navigate the often confusing regulatory landscape in order to operate with confidence.

Nice to Have:

• Have experience leading a team in AML, risk, onboarding or operations, preferably in high-growth technology or traditional finance companies
• Proficiency in SQL or other data analysis tools
• Legal training
• Experience using and managing CRM and other third-party tools to improve efficiency and ensure smooth running of tasks.

Interested and qualified candidates should:
Click here to apply

Application Instructions (Read carefully)

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

Application Deadline  17th October, 2021 at 11:59 PM WAT.

 

 

 

Job Title: Fraud Analyst

Location: Remote

About the Role

• Everyday, Paystack processes millions of transactions from all over the world. One of our top priorities is to ensure that every single one of those payments is processed securely.
• We've used our understanding of transaction patterns and customer behaviour to build fraud prevention systems that aim to prevent unauthorised or fraudulent transactions while providing a delightful payment experience for legitimate users. And as the methods used by bad actors evolve, we continue to glean insights from transaction data to improve the payment experience and evolve our approach in parallel.
• The Fraud Analyst plays a major part in making this happen.
• The Fraud Analyst is responsible for analyzing transaction trends, developing fraud prevention strategies, and executing processes that will help us keep fraud levels below our acceptable thresholds. We'll rely on you to get ahead of fraud trends in payments across Africa, engage merchants and partners, oversee monitoring of flagged transactions, and review fraud data to improve our fraud monitoring system.
• You'll work closely with our Data team to generate fraud metrics to show the performance of our fraud systems, and you'll share your insights with our Product and Engineering teams to help them optimize our internal tooling, and to build new products that allow our merchants better defend themselves.
• You'll also work closely with the Integrations and Key Accounts teams to advise merchants on how to design their products to minimize fraud. You'll educate merchants through our self-serve Help Center documentation, webinars, and one-on-one consultations to help them operate according to best practice, and ensure that they're collecting the right KYC information that can aid an investigation when fraud is reported.
• We're looking for someone who enjoys the puzzle of adapting to the ever-changing nature of fraud on the internet to help us make payments safer. If you believe this is you, we would love to partner with you to make this happen.
• There has never been a better time to join Paystack. We're building the financial technology rails that thousands of businesses across several countries rely on to drive growth, and as a member of the User Ops team, you'll ensure a high level of operational efficiency that keeps us worthy of their trust.
• This is a full-time role, and you'll report directly to the Customer Success Manager, Dispute Operations. The successful candidate will ideally be physically located within the GMT to GMT +3 timezones. If you're based outside Nigeria, the role will require occasional travel to Lagos, Nigeria at least four times a year, when it's safer to travel.

We'll trust you to:

• Monitor real-time transaction queues and identify high-risk transactions.
• Identify gaps in our processes and systems and make recommendations to reduce risk
• Work with the Risk & Compliance team to recommend anti-fraud processes for evolving transaction patterns and trends
• Evaluate fraud risk and take appropriate actions on potentially fraudulent activity
• Recognize subtle patterns of fraudulent activity and work closely with partners and merchants to prevent them
• Use data analytics tools such as Excel and SQL to analyse our fraud data, and share trends and insights with the rest of the company
• Improve Paystack's fraud monitoring system and recommend new tools used for fraud detection, prevention, and reporting activities where necessary.
• Generate suspicious activity reports and risk management reports and share them with regulatory bodies
• Carry out root cause analysis of fraud losses and mitigate losses.

Requirements
You'll thrive as Paystack's Fraud Analyst if you:

• Have over 2 years experience as a Fraud Analyst preferably at a high-growth tech startup in the financial services space
• Are proficient in SQL/ Advanced Excel or any other data manipulation tool
• Have strong analytical, communication, and organizational skills. You operate with a high degree of autonomy and are able to multitask and prioritize effectively.
• Exhibit strong attention to detail, able to spot patterns or anomalies and investigating them to confirm or discard your suspicions
• Are constantly seeking for better processes rather than managing the status quo
• Possess a solid understanding of fraud trends and have experience using technology to detect, prevent, analyze, investigate and optimize fraud processes
• Have basic knowledge of common regulatory policies and standards in the Fintech industry.

Interested and qualified candidates should:
Click here to apply

Application Instructions (Read carefully)

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

Application Deadline  10th October, 2021 at 11:59 PM WAT.

 

 

 

Job Title: User Operations Specialist (Chargeback Operations)

Location: Remote

About the 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.
• This is where the User Operations Specialists within the Chargeback Operations team come in. The Chargeback Operations team works with businesses that haven't delivered value to customers and ensures that these payments are reversed to those customers, or that value is given for the payment.
• We achieve this by serving as an intermediary between the merchant and the customer (or their bank). Beyond interacting with these parties to resolve the dispute, we work with the Engineering and Product teams to build systems that help merchants resolve disputes more quickly, minimizing financial loss to both the business and to Paystack.
• We're able to do this by hiring smart, empathetic problem-solvers, and giving them custom tools that empower them to accelerate growth for Paystack merchants.

What is the Scope of Responsibilities?

• As a member of the Chargeback Operations team, you'll lead a team of outsourced support agents to provide quick and helpful responses to banks and other payment processing partners who reach out regarding disputed payments. You'll reduce risk and financial loss to Paystack by executing workflows that comply with the requirements of financial partners, including the card networks and the Central Banks in the countries in which we operate.
• You'll work with the Integrations and Key Accounts teams to advise merchants on how to implement their products such that they consistently deliver value. You'll also merchants on how to leverage Paystack tools like webhooks and the Disputes API to improve their dispute resolution experience.
• Additionally, you'll educate merchants through our self-serve Help Center documentation, webinars, and one-on-one interactions to ensure that they're operating according to best practice and are providing evidence for declined disputes that meet the requirements of financial partners.
• There has never been a better time to join Paystack. We're building the financial technology rails that thousands of businesses across several countries rely on to drive growth, and as a member of the User Ops team, you'll ensure a high level of operational efficiency that keeps us worthy of their trust.
• This is a full-time role, and you'll report directly to the Customer Success Manager for Disputes. The successful candidate will ideally be physically located within the GMT -1 to GMT +1 timezones. If you're based outside Nigeria, the role will require occasional travel to Lagos, Nigeria at least four times a year, when it's safer to travel.

We'll trust you to:

• Work closely with our Business Process Outsourcing partners to ensure that chargeback requests are attended to accurately and within our set SLA.
• Provide email and phone support to partners for chargeback-related issues.
• Manage the refunds process end-to-end and ensure all refunds are initiated and completed.
• Review and handle requests escalated by other teams within Paystack to the Disputes team.
• Work with the Product and Engineering teams to improve internal tools as well as the chargeback resolution features on the Merchant Dashboard
• Notice when patterns deviate significantly from the norm, and then investigate and escalate as appropriate.
• Reconcile debits that arise from the dispute process.
• Use data analytics tools such as Excel and SQL to analyse our chargeback data, and share trends and insights with the rest of the company
• Educate merchants and partners about the dispute tools available to improve their disputes experience.
• Represent Paystack at self-hosted and external events.

Requirements
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.

Interested and qualified candidates should:
Click here to apply

Application Instructions (Read carefully)

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

Application Deadline  10th October, 2021 at 11:59 PM WAT.

 

 

 

Job Title: User Operations Specialist (Fraud Operations)

Location: Remote

About the Role

• Paystack processes payments for thousands of businesses across Africa that receive hundreds of thousands of payments daily. Despite these payments being duly authenticated and passed through fraud prevention checks, bad actors are sometimes able to make fraudulent payments through social engineering.
• This is where the User Operations Specialists in the Fraud Operations team come in. The Fraud Operations team serves as an intermediary between law enforcement, financial institutions, and the business that received the payment. We provide information required to investigate the fraudulent actor and work with the business to reverse payments where possible. Beyond this, we also provide valuable insight to our Product and Engineering teams to improve fraud systems.
• We're able to do this by hiring smart, empathetic problem-solvers, and giving them custom tools that empowers them to accelerate growth for Paystack merchants.

What is the Scope of Responsibilities?

• As a member of the Fraud Operations team, you'll lead a team of outsourced support agents to provide quick and helpful responses to law enforcement, banks and other payment processing partners who reach out regarding fraudulent payments.
• You'll work with the Integrations and Key Accounts teams to advise merchants on how to design their products to minimize fraud. You'll also educate merchants through our self-serve Help Center documentation, webinars and one-on-one interactions to ensure they're operating according to best practice, and are collecting the right KYC information of customers for investigating reported fraudulent payments.
• We're looking for someone passionate about fighting fraud, and who enjoys the puzzle of adapting to the ever-changing nature of fraud on the internet to help us make payments safer. If you believe this is you, we would love to partner with you to make this happen.
• There has never been a better time to join Paystack. We're building the financial technology rails that thousands of businesses across several countries rely on to drive growth, and as a member of the User Ops team, you'll ensure a high level of operational efficiency that keeps us worthy of their trust.
• This is a full-time role, and you'll report directly to the Customer Success Manager, Dispute Operations. The successful candidate will ideally be physically located within the GMT -1 to GMT +1 timezones. If you're based outside Nigeria, the role will require occasional travel to Lagos, Nigeria at least four times a year, when it's safer to travel.

We'll trust you to:

• Work closely with our Business Process Outsourcing partners to ensure that fraud reports are attended to within our set SLA
• Provide email and phone support to partners for any fraud related issues
• Manage the refunds process end-to-end and ensure all refunds are initiated and completed
• Review and handle requests escalated by other teams within Paystack to the Disputes team.
• Notice when patterns deviate significantly from the norm, and then investigate and escalate as appropriate.
• Use data analytics tools such as Excel and SQL to analyse our fraud data, and share trends and insights with the rest of the company
• Monitor transactions to spot fraudulent patterns and work with the Fraud analyst to review and engage merchants and partners.
• Educate merchants and partners about the dispute tools available to improve their disputes experience.
• Represent Paystack at self-hosted and external events.

Requirements
You'll thrive as Paystack's User Ops Specialist (Fraud Operations) if you:

• Have 2+ years working experience in a dispute resolution 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.

Interested and qualified candidates should:
Click here to apply

Application Instructions (Read carefully)

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

Application Deadline  17th October, 2021 at 11:59 PM WAT.

---