User Operations Specialist

Summary

Join Paystack's Chargeback Operations team as a User Operations Specialist and play a central role in resolving payment disputes. You will act as an intermediary between merchants and customers or their banks, ensuring swift and fair handling of disputes. Responsibilities include overseeing chargeback requests, providing responsive support, managing refunds, addressing escalated issues, enhancing tools and processes, leveraging data analytics, maintaining compliance, educating merchants, and acting as a Paystack ambassador. This remote-friendly, full-time role requires 2+ years of experience in chargeback operations, a strong understanding of card network rules, excellent communication skills, and problem-solving abilities. The role is open to candidates located in Ghana, Nigeria, or South Africa.

Requirements

• 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

Responsibilities

• Oversee chargeback requests with precision: Collaborate closely with frontline agents to ensure that all chargeback requests are accurately processed and resolved within our set SLA
• Provide responsive chargeback support: Offer timely assistance to partners and stakeholders via email, phone, or other preferred channels, serving as a knowledgeable point of contact for any chargeback-related inquiries
• Manage refunds end-to-end: Coordinate and oversee the entire refund process—from initiation to completion—ensuring that all refunds are properly executed
• Address escalated issues and queries: Efficiently review and handle requests escalated by other Paystack teams, making sure all disputes are resolved in a prompt and thorough manner
• Enhance tools and processes: Work alongside Product and Engineering teams to refine internal tools and improve chargeback resolution features on the Merchant Dashboard, continually optimizing our dispute-handling capabilities
• Leverage data analytics to monitor trends: Utilize tools such as Excel, Google Sheets, Metabase, Tableau, and SQL to analyze chargeback data, identify emerging patterns, and share actionable insights. Where chargeback rates are high, recommend strategies to mitigate and reduce them
• Maintain strict compliance: Ensure adherence to all relevant industry standards, regulations, and partner-specific guidelines to protect the integrity of our operations
• Educate and empower merchants: Guide merchants and partners on best practices for dispute management, including training on available tools that enhance the overall dispute experience
• Act as a Paystack ambassador: Represent the company at both Paystack-hosted and external events

Benefits

This is a remote-friendly, full-time role