Customer Support Specialist – Payments & Transaction Monitoring

SUMMARY:
Customer Support Specialist – Payments & Transaction Monitoring

POSITION INFO:

ENVIRONMENT:

Are you passionate about fintech, digital payments, and customer experience? Do you thrive in a fast-paced environment where you can solve problems, analyze transactions, and help merchants succeed? If so, our Client wants you on their team as a Customer Support Specialist (Payments & Transaction Monitoring). If you''re ready to play a pivotal role in the digital payments space and help shape the future of financial technology across Africa, they would love to have you join their team!

DUTIES:

• Customer Support & Guidance – Provide exceptional customer support, guiding merchants and users through payment processes.
• Monitor & Investigate Transactions – Search payments, track movements, and resolve issues.
• Merchant Support & Guidance – Help businesses navigate their dashboards, understand payment flows, and handle queries.
• Analyze & Solve Issues – Dive deep into transaction trends, identify problems, and recommend solutions.
• Optimize Payment Operations – Adjust, enable, or disable payment channels when needed.
• Ensure Accuracy – Review customer support responses and provide coaching to enhance quality.
• Troubleshoot & Improve – Work with eCommerce merchants to resolve plugin and payment method issues.

REQUIREMENTS:

• Matric (Grade 12) required. Any other skills will be beneficial such as, but not limited to, marketing, graphic designing, business development, sales etc.
• Experience in fintech, payments, or transaction monitoring (or a strong interest in the industry).
• Willing to work Afternoon / Night Shift

ATTRIBUTES:

• A sharp analytical mindset – you love spotting patterns and solving problems.
• Excellent communication skills – you can break down complex issues for merchants and teams.
• Ability to work in a dynamic, high-growth environment and adapt to evolving challenges.
• Tech-savvy & Computer Literate – Comfortable working with payment platforms, dashboards, reporting tools, and troubleshooting digital issues.
• Fluent in English – Strong verbal and written communication skills.