CUSTOMER EXPERIENCE SPECIALIST - TECHNICAL SUPPORT

About Company:

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.

Job Description:

• 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:

• 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.dates should:

Salary

Application Closing Date: Not specified

Application Instructions:

• Click on the link above
• Complete all the required questions.
• In your cover letter, please take care to explain how your professional and personal experiences have set you up to thrive in this role. This is important. We find that while unsuccessful applicants tend to simply summarise their CV, successful applicants are able to clearly articulate how their background makes them uniquely suited for this role.
• After you submit this application form, you'll receive an update via email within a week on if you’ve made it to the next stage.