Head, E-Commerce Support at Unified Payments Service Limited

Unified Payments Service Limited is a company set up by a consortium of banks to provide and manage a credible and cost-effective smartcard operation through introducing an alternative method of payment in Nigeria.

We are recruiting to fill the position below:

Job Title: Head, E-Commerce Support

Location: Lagos

Job Objectives

• 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.

Duities and Responsibilities

• 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.

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 10 years post NYSC experience. Technology background with programming skills as an advantage.

Application Closing Date
30th March, 2026.

How to Apply
Interested and qualified candidates should send their CV to: ademuyiwa.adetunji@up-ng.com using the job title as the subject of the mail.