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.