Merchant Support Specialist – JumiaPay

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:

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

Your skills:


You have excellent written and oral English skills
You are proficient in working in a technical environment and comfortable working to solve technical merchant issues
You have experience with data analysis and using technical tools; proficient in SQL is required
Technically speaking, you’re proficient in Excel and ideally have some knowledge in SalesForce, while being able to master new system quickly
You are technically savvy and can navigate multiple complex systems simultaneously to support our valuable merchants and experience with HTTP API’s,
Can empathize with merchants and can quickly grasp the issues they’re facing
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
You’re proactive, experienced at working closely with external partners as well as product development teams

This role will give you the opportunity to:

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.
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.
Work Globally – You’ll work closely with internal and external partners and help to figure out ways to make our customers’ lives better.


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About Jumia

JUMIA is an e-commerce startup with an aim to mimic Amazon’s success by delivering a wide range of items, from toys to generators across the African continent. Shortly after the startup of the business in Nigeria, JUMIA launched warehouses in four other growing countries which include: Egypt, Morocco, Kenya and Cote d'Ivoire.