Remote User Operations Specialist

June 6, 2024

Job Description

Paystack enables businesses across Africa to receive payments from anyone, anywhere globally. Our modern payment platform is trusted by thousands of businesses, including MTN, UPS, AXA Mansard Insurance, and many others.

In just over five years, our dedicated team now handles over 50% of all online payments in Nigeria. Recently, we joined forces with Stripe, a global leader in payments, to boost online commerce throughout Africa.

At Paystack, we focus on attracting talented individuals and providing them with the resources, support, and freedom to excel. We hire the best, treat them with respect, and empower their success. We’re excited to have you join us!

About the User Operations Specialist (Fraud Operations)

Paystack processes payments for thousands of businesses across Africa, handling hundreds of thousands of transactions daily. Despite robust authentication and fraud prevention measures, some fraudulent payments occur due to social engineering.

Our Fraud Operations team plays a crucial role here, acting as a liaison between law enforcement, financial institutions, and the businesses affected by fraud. We supply necessary information for investigations and assist businesses in reversing fraudulent payments when possible. Additionally, we offer insights to our Product and Engineering teams to enhance our fraud detection systems.

We achieve this by hiring intelligent, empathetic problem-solvers and equipping them with custom tools to help Paystack merchants grow.

Responsibilities

As part of the Fraud Operations team, you will:

  • Lead a team of outsourced support agents to promptly address fraud reports within our SLA.
  • Provide email and phone support for fraud-related inquiries.
  • Manage the end-to-end refunds process, ensuring all refunds are completed.
  • Handle requests escalated to the Disputes team.
  • Investigate and escalate unusual patterns.
  • Use tools like Excel and SQL to analyze fraud data and share insights.
  • Monitor transactions for fraudulent patterns and collaborate with fraud analysts.
  • Educate merchants and partners about dispute tools and best practices.
  • Represent Paystack at events.

What We’re Looking For

You will thrive in this role if you:

  • Have 2+ years of experience in dispute resolution.
  • Understand card network rules, chargeback processes, and dispute resolution best practices.
  • Communicate complex ideas clearly in English.
  • Stay calm and patient under pressure.
  • Demonstrate empathy and go the extra mile for business owners and customers.
  • Enjoy solving problems and finding long-term solutions.
  • Are observant and proactive in addressing issues.
  • Have excellent analytical skills and can interpret data to make decisions.

Application Instructions

Click the Apply Now button to complete the application form and answer the application question.

Application deadline: 11:59 PM WAT on October 17, 2021

In your cover letter, explain how your experiences have prepared you for this role. Highlight how your background uniquely suits you for this position.

Salary and Benefits

Salary is estimated between $70,000 and $105,000 per year based on similar roles. Benefits include:

  • 401(k) matching
  • Distributed team
  • Vision, dental, and medical insurance
  • Unlimited vacation and paid time off
  • Four-day workweek
  • Company retreats and coworking budget
  • Learning budget and free gym membership
  • Mental wellness budget
  • Home office budget
  • Profit sharing and equity compensation

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

Paystack is an Equal Opportunity Employer. We foster a progressive, open-minded work environment and base employment decisions on business needs and individual merit, without regard to race, color, religion, ethnicity, sexual orientation, nationality, marital status, gender, or age.