About Company
Paystack is a leading payment gateway in Africa, making it easier for businesses to accept payments online and offline from anywhere in the world. Founded in 2015, we’ve grown rapidly to empower tens of thousands of businesses across the continent, from small startups to large enterprises. Our mission is to transform payments in Africa, helping businesses to get paid, grow, and scale. We’re a technology-first company with a vibrant culture, committed to building innovative solutions and fostering a collaborative, supportive environment for our team. Joining Paystack means becoming part of a forward-thinking team that is passionate about driving economic growth and creating impact across Africa. We value integrity, innovation, and a relentless focus on our customers, ensuring they receive the best possible service and tools to succeed.
Job Description
Are you passionate about helping people and eager to contribute to the growth of businesses in Africa? Paystack is looking for a dedicated and empathetic Customer Support Officer to join our dynamic team in Calabar. This is an exciting opportunity to be the face of Paystack, providing exceptional support to our valued merchants and helping them navigate the world of digital payments. In this role, you will be the first point of contact for businesses using Paystack, assisting them with inquiries, troubleshooting issues, and guiding them through our product features. Your ability to listen, understand, and provide clear, concise solutions will be paramount to our users’ success and satisfaction.
You will play a critical role in ensuring our merchants have a seamless experience, fostering trust and loyalty. This isn’t just about answering questions; it’s about empowering businesses, understanding their unique challenges, and providing proactive support that helps them thrive. You’ll gain deep insights into the fintech industry, work with cutting-edge technology, and collaborate with various internal teams to drive continuous improvement in our products and services. If you are a problem-solver at heart, possess excellent communication skills, and are driven by a desire to make a tangible impact on the African business landscape, then we encourage you to apply. This position offers significant opportunities for professional growth within a fast-paced and innovative company that is truly changing the way Africa does business.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via email, chat, and phone, providing accurate and helpful information.
- Diagnose and troubleshoot technical issues related to payment processing, account setup, and API integrations.
- Educate merchants on Paystack's features, services, and best practices to optimize their payment operations.
- Document customer interactions, issues, and resolutions accurately in our CRM system.
- Collaborate with engineering, product, and sales teams to escalate complex issues and provide feedback for product improvements.
- Contribute to the development and maintenance of our knowledge base and FAQ resources.
- Identify and report recurring customer issues or trends to improve overall customer experience.
- Maintain a high level of customer satisfaction by delivering consistently excellent service.
- Adhere to company policies and procedures, ensuring compliance and data security.
Required Skills
- Proven experience in a customer service or support role, preferably in a tech or financial services environment.
- Exceptional written and verbal communication skills in English.
- Strong problem-solving abilities and a keen eye for detail.
- Empathy and patience, with the ability to handle challenging customer situations gracefully.
- Proficiency in using CRM software and other customer support tools.
- Ability to work independently and as part of a team in a fast-paced environment.
- Strong organizational and time management skills.
- Tech-savvy with a quick learning ability for new software and systems.
Preferred Qualifications
- A Bachelor's degree or HND in Business Administration, Communications, IT, or a related field.
- Experience working in the fintech or payment processing industry.
- Familiarity with Paystack products and services.
- Knowledge of local languages prevalent in Calabar (e.g., Efik, Ibibio) is a plus.
- Experience with online ticketing systems like Zendesk or Freshdesk.
Perks & Benefits
- Competitive salary package.
- Comprehensive health insurance coverage.
- Opportunities for professional development and continuous learning.
- Vibrant and inclusive company culture.
- Regular team-building activities and social events.
- Opportunity to work with a leading fintech company transforming payments in Africa.
- Access to modern tools and technologies.
- Paid time off and holidays.
How to Apply
Ready to make an impact? We encourage you to click on the application link below to submit your resume and cover letter. Ensure your application highlights your experience in customer support and your passion for helping businesses succeed. Please note this role is for a customer-facing position with Paystack, and while the listed role might be for a Customer Advocate, your skills in customer support are directly transferable and highly valued.