Paystack’s mission is to accelerate digital payments on the continent of Africa. Over 200K of some of the most renowned businesses in Nigeria, as well as a growing number of merchants in South Africa, Ghana, and Kenya use Paystack’s modern payments gateway. They include the likes of MTN, Burger King, UPS, AXA Mansard Insurance, FairMoney, PiggyVest, FilmHouse Cinemas, Smile Communications, Air Peace Airlines, Crocs, Under Armour, Richemont Lifestyle Group (RLG), and many others.

In just over 8 years, our growing team has introduced a steady cadence of innovation within the online payments landscape, such as automated recurring payments, the ability for customers to pay directly from their bank accounts, automated chargebacks, and much more. We’ve been acquired by Stripe and are doubling down on the mission to help build out Africa’s payments infrastructure.

We’re obsessed about building the best place to work on the continent while accelerating digital commerce across Africa and we need your help!

About the User Operations Specialist (Fraud Operations)

Paystack processes payments for thousands of businesses across Africa, each receiving hundreds of thousands of payments daily. Despite rigorous authentication and fraud prevention checks, bad actors can occasionally exploit gaps such as through social engineering to make fraudulent payments.

That’s where our Fraud Operations team comes in. User Operations Specialists in this team serve as critical intermediaries between law enforcement, financial institutions, and the businesses that receive payments. They gather and provide information required to investigate fraudulent transactions, and collaborate with the affected business to reverse payments whenever possible. Beyond these responsibilities, User Operations Specialists partner with Product and Engineering teams to refine and enhance Paystack’s fraud prevention systems.

We excel at this work by hiring intelligent, empathetic problem-solvers and equipping them with cutting-edge tools that empower them to protect merchants on a large scale. Our commitment to innovation and integrity ensures that we’re always one step ahead of emerging fraud trends, which ultimately helps us deliver a safe, seamless payment experience for businesses and their customers across Africa.

What is the scope of your responsibilities?

As a member of the Fraud Operations team, you’ll play a critical role in helping to keep online payments secure. You’ll provide prompt and thorough support to law enforcement agencies, banks, and other payment processing partners investigating suspected fraudulent payments.

You’ll also work closely with the Integrations and Key Accounts teams to guide merchants on optimal product design and best practices for minimizing fraud. This includes educating them—through our Help Center documentation, webinars, and one-on-one consultations—on how to collect the necessary KYC information and maintain appropriate processes to investigate reported fraud.

We’re looking for someone who’s passionate about protecting businesses from ever-evolving threats. If you enjoy solving complex puzzles, staying ahead of emerging fraud trends, and making digital payments safer for everyone, we would love to have you on our team.

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This is a remote-friendly, full-time role, reporting directly to the Customer Success Manager for User Operations (Disputes). This role is only available to candidates located in Nigeria.

We'll trust you to

• Deliver swift, reliable support: You will ensure we respond to fraud reports within established Service Level Agreements (SLAs) and that partners receive effective assistance through email, phone, or other preferred communication channels.
• Manage refunds and reversals: Oversee the entire refunds process, ensuring all initiated reversals are completed in a timely manner and that recipients receive their funds successfully.
• Enhance fraud prevention tools: Work closely with Product and Engineering teams to improve internal tools and optimize fraud resolution features on the Merchant Dashboard, helping merchants detect and mitigate fraud more effectively.
• Investigate unusual patterns: Monitor transactions to identify deviations from normal behavior. Investigate suspicious activity in collaboration with Fraud Analysts, and promptly escalate any critical findings.
• Leverage data for insights: Use analytics tools (Excel, Google Sheets, Metabase, Tableau, SQL) to examine fraud data, uncover trends, and provide actionable recommendations to reduce fraud rates across the company.
• Educate and empower merchants: Guide merchants on best practices for dispute resolution and fraud prevention, including proper KYC procedures. This may involve one-on-one sessions, webinars, or developing Help Center resources.
• Coordinate cross-functional efforts: Collaborate with teams such as Disputes, Integrations, Key Accounts, and Legal/Regulatory/Compliance to address escalations, respond to court orders and regulatory requests, and represent Paystack when necessary.
• Engage regulators and law enforcement: Coordinate with legal and regulatory authorities, respond to court orders, and, when necessary, represent Paystack at court appearances or in-person meetings to resolve fraud-related cases.
• Champion Paystack externally: Represent Paystack at self-hosted and external events, serving as a key advocate for our commitment to secure, seamless payment experiences.

You'll thrive as Paystack's User Ops Specialist (Fraud Operations) if you

• Have 2+ years working experience in a dispute resolution role
• Have a solid understanding of card network rules, chargeback concepts and processes, and best practices regarding dispute resolution
• Are an excellent writer and speaker of English, able to take complex ideas and explain them in plain, compelling language
• Have an endless capacity for patience and calm, even when everyone around you is freaking out
• Embody the principle of servant leadership: you have genuine empathy for business owners, their customers and you’re happy to go the extra mile to help them succeed
• Are a strong problem solver. You genuinely enjoy getting into the weeds of customers' issues and finding both short and long term solution to problems
• Are observant, paying attention to how the product and process works and proactively flagging and fixing issues where necessary
• Have excellent analytical skills. You're able to interpret data and use information to make decisions

Application Deadline

January 15, 2025 at 11:59PM

Application Instructions - Read carefully!

1. To apply, click the "Apply for this job" button

2. Complete all the required question

3. 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 summarize their CV, successful applicants are able to clearly articulate how their background makes them uniquely suited for this role.
   
   
4. 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

Questions? Please contact Olaseike at seike@paystack.com.

Paystack is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We’re committed to providing employees with a work environment that is progressive and open-minded. Our employment philosophy is to hire the best people and empower them to do the best work of their lives. Employment decisions are based on business needs and individual merit without regard to race, color, religion, ethnicity, sexual orientation, nationality, marital status, gender or age.