Merchant Success Lead at Fliqpay Technologies

Fliqpay Technologies - We believe that Africa is the new frontier of financial opportunity. Our mission is to build the API infrastructure to connect all of Africa to the rest of the world.

Fliqpay is a cross-border payment infrastructure for financial institutions, fintechs and global businesses to make and receive payments across Africa and the rest of the world. Our platform and APIs help our customers; make payouts to bank accounts and mobile money wallets, instantly settle FX payments at the cheapest exchange rates, receive payments, operate multi-currency wallets.

We are aTechstars '20 alumnibuilding a team of rockstars, builders, and people who are obsessed about making a difference with the quality of their work. Our people are our greatest assets and competitive advantage and we treat them with this understanding.

We are recruiting to fill the position below:

Job Title: Merchant Success Lead

Location: Lagos
Employment Type: Full-time

Description

• Own merchant relationships to create a mutually beneficial partnership, constantly keeping your eyes open for expansion/growth opportunities
• Manage our FAQs & Support channel
• Manage our Support CRM platform and responsible for meeting the set KPIs
• Ensure existing articles are correct and up to date
• Create articles/tutorials to go up on Technical Guides
• Prepare set up to record video versions of tutorials for technical guides
• Setup category/collection for (technical & non-technical) guides on the support center
• Publicly distributed and accessible cheat sheet for using Fincra
• Creation of demos and sample projects with corresponding technical articles in collaboration with support engineers
• Manage and provide leadership for the support team
• Serve as a cross-functional leader across the company - to ensure a unified and seamless merchant experience.
• Build and maintain strong relationships with customers, acting as the main point of contact for customer communications.
• Swiftly respond to daily service inquiries from customers and manage these relationships with minimal supervision.
• Develop a strong understanding of customer objectives.
• Act as a thought leader, recommending areas of improvement, including opportunities for product adoption and the utilization of new platform features.
• Develop a strong understanding of the business landscape and objectives, aligning these with customer deliverables.
• Liaise with other departments to fulfill responsibilities, share information, and advocate for customer needs and requests.
• Triage technical issues with development teams.
• Elevate the overall customer experience.

Requirements

• Candidates should possess a Bachelor's Degree with 3 - 5 years work experience.

Application Closing Date
30th June, 2021.