Customer Experience Specialist - Technical Support at Paystack

Paystack is a technology company solving payments problems for ambitious businesses. Paystack's mission is to help merchants in Africa get paid by anyone, anywhere in the world. Over 9,000 of some of the best businesses in Nigeria use Paystack’s modern payments gateway, including MTN, Taxify, Domino’s Pizza, Smile Communications, Opera, God is Good Motors, Axa Mansard Insurance, and many others.

We are recruiting to fill the position below:

Job Title: Customer Experience Specialist - Technical Support

Location: Lagos

About the Role

• The Technical Support team plays a vital role in ensuring that developers and businesses integrating Paystack’s APIs, plugins, and merchant tools receive world-class support, enabling them to build reliable and scalable payment solutions.
• As a Technical Support Specialist, you will be responsible for leading and developing the Technical Support team to provide exceptional assistance to developers and businesses integrating Paystack’s payment infrastructure. 
• You will act as the primary escalation point for complex technical issues while proactively implementing processes, defining key support metrics, and driving improvements to the overall support function.
• Your role will involve collaborating cross-functionally with Engineering, Product, Developer Relations, and other Customer Experience teams to resolve integration challenges, optimize workflows, and contribute to the continuous enhancement of Paystack’s developer experience. 
• You will also play a crucial role in shaping documentation, providing structured feedback on API usability, and implementing automation and tooling to improve efficiency.

What is the Scope of Your Responsibilities?

• As a Technical Support Specialist, you will play a key leadership role in ensuring a seamless support experience for Paystack’s merchants and developers. 

Your responsibilities will include:

• Leading and developing the Technical Support team – Provide mentorship, training, and performance management for Technical Support Agents, ensuring they are equipped to handle complex issues effectively.
• Providing world-class technical support – Troubleshoot API errors, webhook issues, and issues with plugins and merchant tools.
• Defining and optimizing support processes – Implement best practices, automation, and structured workflows to enhance response times, resolution efficiency, and self-service capabilities.
• Setting and monitoring key support metrics – Establish SLAs, track key performance indicators (KPIs), and use data-driven insights to improve support operations.
• Acting as a trusted technical advisor – Guide merchants and developers on best practices for integrating Paystack’s payment APIs, SDKs, plugins, and merchant tools.
• Investigating and escalating technical issues – Identify patterns in reported issues, escalate critical problems to Engineering, and contribute to root-cause analyses to drive long-term improvements.
• Creating and maintaining knowledge resources – Work closely with the Developer Relations to update and improve API documentation, troubleshooting guides, and integration tutorials.
• Collaborating with Engineering and Product teams – Advocate for developer needs by providing structured feedback on API usability, feature requests, and documentation gaps.
• Driving continuous improvement initiatives – Proactively identify opportunities to improve support operations, implement automation, and enhance team efficiency.

Requirements
You’ll Thrive as a Technical Support Specialist if You:

• Have 3+ years of experience in a technical support, developer support, or API support role at a fintech, SaaS, or API-first company.
• Have experience leading a team of support professionals, with a focus on mentoring, performance management, and driving operational excellence.
• Possess a strong understanding of APIs, webhooks, authentication (OAuth, API keys), and developer tooling.
• Are comfortable reading and debugging code in at least one language (e.g., JavaScript, Python, PHP, or Ruby).
• Have hands-on experience troubleshooting plugins and commerce tools, especially those integrated with platforms like Shopify, WooCommerce, and Magento.
• Have experience working cross-functionally with engineering, product, and customer success teams to resolve complex technical issues.
• Are an excellent communicator, capable of breaking down complex technical concepts into clear, developer-friendly explanations.
• Have exceptional troubleshooting skills, with a structured approach to problem-solving and debugging API integrations.
• Have experience defining support processes, metrics, and automation strategies to improve efficiency and service quality.

Nice to Have:

• Familiarity with customer support platforms (e.g., Zendesk, Front, Intercom) and monitoring tools (e.g., Datadog, Sentry, Postman).
• Prior experience in developer relations, API documentation, or writing technical tutorials.
• Experience with SQL and querying logs to debug technical issues.
• Understanding of payments infrastructure, PCI compliance, and fintech ecosystems.
• Experience building integrations to third party platforms like Shopify, Xero, or other e-commerce platforms.

Application Closing Date
23rd May, 2025.