Merchant Support Specialist - JumiaPay at Jumia

About the Role 

This role reports to the Operations & Performance Team. As a Product Specialist, you will participate in delivering an optimized merchant experience. Your mission will be to offer a smooth integration and support process to our valuable merchants.

Your primary responsibilities will include, but are not limited to:

1. Keep an eye on the way payments are processed and solve payment-related problems
2. Build ownership of operational processes related to our Payments activities
3. Drive operational excellence, while monitoring, assessing and mitigating operational risks
4. Drive improvements to our product and work processes to become more efficient
5. Spend the majority of your time troubleshooting complex merchants issues 
6. Liaise with Tech Team and other Operations teams to diagnose and solve technical user problems
7. Optimize our processes to improve merchants’ experiences and help scale our operations 
8. Spend time onboarding our external merchants (Integration, API, Performance Review…) 

Your skills:

1. You have excellent written and oral English skills
2. You are proficient in working in a technical environment and comfortable working to solve technical merchant issues
3. You have experience with data analysis and using technical tools; proficient in SQL is required
4. Technically speaking, you’re proficient in Excel and ideally have some knowledge in SalesForce, while being able to master new system quickly
5. You are technically savvy and can navigate multiple complex systems simultaneously to support our valuable merchants and experience with HTTP API's,
6. Can empathize with merchants and can quickly grasp the issues they’re facing
7. You need to have at least a Bachelor’s degree or 3 years of work experience in a fast-paced, merchant tech support, payment support or FinTech environment
8. You’re proactive, experienced at working closely with external partners as well as product development teams

This role will give you the opportunity to:

1. Have an Impact – You’ll identify and automate manual processes that make our merchants’ lives complicated, while improving the efficiency of the whole operations organization.
2. Challenge Yourself – You’ll be working with teams that face big challenges. You get the chance to make things happen instead of wondering why things happened. 
3. Work Globally – You’ll work closely with internal and external partners and help to figure out ways to make our customers’ lives better.