Work From Home Customer Onboarding Specialist

About the Company

Paystack is a leading payment gateway that makes it easier for businesses in Africa to get paid by anyone, anywhere in the world. We build technology that allows businesses to collect payments online and offline, manage customer relationships, and scale their operations. Our mission is to simplify payments for African businesses, enabling them to grow and thrive in the digital economy.

Job Description

Join Paystack, a leading payment gateway making it easier for businesses in Africa to get paid. We are looking for a dedicated and empathetic Work From Home Customer Onboarding Specialist to guide our new users through their initial journey with our platform. This is a 100% remote position, allowing you to work from the comfort of your home within Egbeda, Lagos State.

As a Customer Onboarding Specialist, you will be the first point of contact for many of our new merchants, ensuring a smooth, positive, and efficient setup experience. You will be responsible for understanding their business needs, providing expert guidance on Paystack’s features, and troubleshooting any initial hurdles they may encounter. Your success will directly contribute to customer retention and satisfaction, setting the stage for long-term relationships.

Key Responsibilities

• Conduct personalized onboarding sessions for new Paystack merchants via calls, video conferences, and chat.
• Educate users on Paystack's core features, best practices, and security protocols.
• Assist merchants with account setup, integration of payment solutions, and initial transaction processing.
• Address and resolve any technical or operational issues during the onboarding phase, escalating complex problems to the relevant internal teams.
• Proactively identify and communicate opportunities for merchants to maximize their use of Paystack.
• Maintain detailed records of onboarding progress and customer interactions in our CRM system.
• Gather customer feedback to contribute to product and process improvements.
• Collaborate closely with Sales, Support, and Product teams to ensure a seamless customer journey.

Required Skills

• Minimum of 2 years of experience in customer service, onboarding, or client success, preferably in a tech or fintech environment.
• Excellent written and verbal communication skills in English, with the ability to explain complex concepts clearly and concisely.
• Strong problem-solving abilities and a proactive approach to addressing customer needs.
• Proficiency in using CRM software (e.g., Salesforce, Zendesk) and communication tools.
• Ability to work independently and manage time effectively in a remote work environment.
• High-speed, reliable internet connection and a conducive home office setup.

Preferred Qualifications

• Experience with payment gateways or e-commerce platforms.
• Familiarity with the Nigerian business landscape and common challenges faced by SMEs.
• A degree in Business Administration, Communications, or a related field.
• Proven track record of achieving customer satisfaction targets.

Perks & Benefits

• Competitive monthly salary.
• Health and wellness benefits.
• Opportunities for professional development and growth within a fast-paced company.
• Flexible work schedule (this is a remote role).
• Supportive and collaborative remote team environment.
• Contribution to a company that's truly making an impact on African businesses.

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