PaystackRemote User Operations SpecialistPaystack

June 6, 2024

Job Description

Paystack enables businesses in Africa to receive payments from anywhere in the world. Thousands of companies, including MTN, UPS, and AXA Mansard Insurance, utilize our cutting-edge payments platform.

Over just five years, our dedicated team now handles over half of all online payments in Nigeria. We were recently acquired by Stripe, a global payments leader, to further boost online commerce in Africa.

At Paystack, we aim to attract talented individuals and provide them with the resources, support, and environment to excel. We hire the best, treat them with respect, and empower their success. Join us!

About the User Operations Specialist (Fraud Operations)

Paystack processes payments for thousands of African businesses, handling hundreds of thousands of transactions daily. Despite thorough authentication and fraud prevention, some fraudulent payments still occur through social engineering.

The User Operations Specialists in our Fraud Operations team play a crucial role here. They act as intermediaries between law enforcement, financial institutions, and the affected businesses, providing necessary information to investigate and potentially reverse fraudulent transactions. They also offer valuable insights to our Product and Engineering teams to enhance our fraud prevention systems.

We achieve this by hiring smart, empathetic problem-solvers and equipping them with custom tools to drive growth for Paystack merchants.

Responsibilities

  • Lead a team of outsourced support agents to respond promptly to fraud-related inquiries from law enforcement, banks, and payment partners.
  • Collaborate with Integrations and Key Accounts teams to advise merchants on designing products to minimize fraud.
  • Educate merchants through our Help Center, webinars, and one-on-one interactions to ensure compliance with best practices and proper KYC information collection.
  • Manage the entire refund process and handle escalated requests from other teams.
  • Identify and investigate significant deviations in transaction patterns.
  • Use data analytics tools like Excel and SQL to analyze fraud data and share insights.
  • Monitor transactions for fraudulent patterns and engage with the Fraud Analyst to review and support merchants and partners.
  • Represent Paystack at internal and external events.

Ideal Candidate

  • Over 2 years of experience in dispute resolution.
  • Strong understanding of card network rules, chargeback processes, and dispute resolution best practices.
  • Excellent English communication skills, capable of explaining complex ideas clearly.
  • Patience and calmness under pressure.
  • Empathy for business owners and customers, with a willingness to go the extra mile.
  • Strong problem-solving skills and attention to detail.
  • Excellent analytical skills for interpreting data and making decisions.

Application Instructions

  • Click the Apply Now button and complete the application form.
  • Submit a cover letter detailing how your experiences make you suited for this role. This is crucial for successful applications.

Deadline

Submit your application by 11:59 PM WAT on October 17, 2021.

Contact

For questions, email Olaseike at seike@paystack.com.

Equal Opportunity Employer

Paystack prohibits discrimination and harassment of any kind and is committed to providing an open and progressive work environment. We hire based on business needs and individual merit, regardless of race, color, religion, ethnicity, sexual orientation, nationality, marital status, gender, or age.

Estimated Salary and Benefits

  • Salary: $70,000 — $105,000/year
  • Benefits include 401(k), vision, dental, and medical insurance, unlimited vacation, paid time off, 4-day workweek, company retreats, coworking and learning budgets, gym membership, mental wellness budget, home office budget, crypto pay options, profit sharing, equity compensation, and more.