Merchant Success Associate

Summary

Join Kora, a payment infrastructure company in Africa, as a Merchant Success Associate! Based in Nigeria and fluent in English and French, you will be the primary contact for merchants, ensuring their success and satisfaction. You will manage merchant relationships, resolve issues, and guide them to optimal solutions. Collaborate with various teams, including Product, Sales, and Engineering. This role requires strong communication, analytical, and problem-solving skills, along with experience in a B2B environment. Kora offers a remote work style with flexible hours, along with various benefits including health insurance, paid time off, parental leave, and performance bonuses.

Requirements

• Minimum of 2 years experience in a similar role in a B2B environment, financial services, or banking industry
• Fluency in both English and French (spoken and written)
• Experience in dealing with customers to ensure high-quality interaction management and query handling
• Passion for customer success and deep interest in understanding client needs
• Great written and verbal communication skills
• Ability to achieve optimal conversation ratings and standard KPIs
• Experience in delivering client-focused solutions based on customer needs
• Excellent interpersonal and communication skills
• Exceptional organizational skills, with the ability to manage multiple activities and projects at the same time
• Strong analytical and problem-solving skills

Responsibilities

• Manage all aspects of relationships with merchants and other customers
• Serve as the first point of contact for issue resolution and inquiries
• Guide merchants to the best solutions that adapt to their needs
• Provide top-quality support to new and existing merchants
• Usher merchants into new markets, products, or operations
• Serve as the primary liaison for French-speaking merchants
• Build and maintain strong, long-lasting customer relationships
• Expand current relationships with customers, focusing on the development of new products and operations
• Analyze prospects’ business requirements and work closely with relevant internal stakeholders to customize products
• Understand customers’ needs and suggest upgrades or additional features
• Provide the Product team with customers’ feedback to identify potential new features or products
• Promote a “customer first” environment

Benefits

• Health insurance
• Sponsored and tailored training
• Paid parental leave
• Paid time-off
• Flexible work style
• Annual performance bonus
• Low-interest loans
• Employee assisted programs
• Day off on your birthday
• Employee resource groups that provide supportive communities within Kora
• Great company culture and the opportunity to work with a highly collaborative team building something great!