UP® otherwise known as Unified Payment Services Limited is Nigeria’s premier Payments & Financial Technology company founded in 1997 by a consortium of leading Nigerian banks. UP® operates as a shared infrastructure for the banking community in Nigeria and Payments Service Provider within and outside Nigeria, with a vision to be the most preferred e-payment service provider in Africa.
Job Objective (s)
- To lead the end-to-end support function for the company’s e-commerce and digital platforms.
- This role ensures seamless operations, excellent merchant and customer experiences, and efficient resolution of issues across all e-commerce channels.
- The incumbent will develop and implement strategies to optimize platform performance, enhance customer satisfaction, and drive operational efficiency, while collaborating with cross-functional teams including Product, Technology, Risk, and Marketing.
Duties & Responsibilties
- Ensure timely and efficient resolution of customer and merchant queries, complaints, and disputes.
- Monitor daily platform operations, identify bottlenecks, and implement process improvements.
- Maintain oversight of order management, refunds, chargebacks, and escalations.
- Ensure adherence to service level agreements (SLAs) and key performance metrics.
- Track recurring issues, platform trends, and service gaps to inform business strategy.
- Ensure accurate documentation of complaints, resolution timelines, and escalation history.
- Work closely with Risk, Compliance, Product, and Marketing teams to resolve issues, launch new features, and ensure regulatory compliance.
- Develop and manage support frameworks for merchants, partners, and end-users.
- Serve as a point of escalation for complex merchant or customer issues.
- Design and implement onboarding, training, and support materials for merchants.
- Analyze customer and merchant feedback to improve platform usability and experience.
- Collaborate with Product and Technology teams to implement platform enhancements based on support insights
Job Requirements
- Education University Degree/HND in Finance, Economics, Computer Science, Social Sciences, Engineering, Business Administration, Information Technology or related fields.
- Others: Strong knowledge of e-commerce platforms, payment gateways, digital wallets, and merchant operations.
- Experience: Minimum of 8-12years post NYSC experience.
- Technology background with programming skills as an advantage
Key Comptency Requirements:
- Knowledge
- Proven ability to lead large, high-performing teams and manage cross-functional stakeholders.
- Strong analytical and problem-solving skills, with experience using support metrics and dashboards (e.g., Zendesk, Freshdesk, Salesforce).
- Excellent communication, negotiation, and conflict resolution skills.
- Ability to work in a fast-paced, dynamic fintech environment with changing priorities.
Skill / Competencies:
- Leadership & People Management
- Customer Centricity & Relationship Management
- Strategic Thinking & Operational Excellence
- Data-Driven Decision Making
- Process Optimization & Automation
- Stakeholder Management
Method of Application
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