Operations Support Specialist jobs in United States
info-icon
This job has closed.
company-logo

Paga Group Ltd · 2 days ago

Operations Support Specialist

positionNew York, NY, US
timeFull-time
remoteOnsite
senioritySenior Level
date5+ years exp

Paga Group Ltd is on a mission to enable one billion Africans and millions of SMEs to participate in global trade and financial services. They are seeking an Operations Support Specialist who will be responsible for resolving escalated customer complaints, managing incidents, and ensuring customer satisfaction through effective communication and support.

Financial ServicesFinTechInternetMobileMobile Payments
check
Culture & Values

Responsibilities

Ensure prompt and efficient resolution of all logged customer complaints/queries received from the front-line teams in line with agreed service levels
Liaise with relevant departments/units to ensure timely and efficient resolution of escalated customer complaints/issues
Collate & analyse escalated customer complaints to establish customer behaviour/query trends
Escalate all unresolved issues to the line manager and ensure all issues raised are resolved
Maintain an accurate and up-to-date log of all customer complaints
Perform first-level analysis of customer query trends for the attention of the Team Lead, Operations Support
Prompt management of walk-in customer contact
Provide resolution feedback to customers via phone or email to ensure closure
Monitor tools and service uptime and performance daily
Escalate tools and service downtime to engineering team
Provide weekly service downtime report
Escalate internal request including reporting tool and incident management for resolution
Ensure all service request fulfilment and incident management are logged in the CRM
Prepare/compile agreed periodic activity and performance reports for the attention of the Team Lead, Operations Support
Perform any other duties as assigned by the Manager, Customer Care

Qualification

Customer service excellenceIncident managementCRM proficiencyData analysisEffective communicationTeam collaborationOrganizational skillsAttention to detail

Required

5 years relevant experience in a structured environment
Strong initiative, demonstrating a self-driven approach to tasks
Highly organized, with the ability to structure work effectively
Strong team spirit and willingness to collaborate
Ability to multitask and manage competing priorities without compromising quality
Flexible and adaptable, adjusting to changing demands and priorities
Attention to detail, ensuring accuracy and thoroughness in execution
Communicates tactfully and effectively both verbally and in writing
Good knowledge of Paga products, services and systems
Demonstrated service excellence at a support level
Bachelors degree with a minimum of a 2:1 in engineering or in a relevant discipline
Must have completed the mandatory NYSC

Company

Paga Group Ltd

twittertwittertwitter
company-logo
Send, Pay, and Bank with Paga. Paga Group is a payments and financial services ecosystem for Africa.
dateFounded in 2009
location
London, England, GBR
people-size201-500 employees
web-link
http://www.paga.com/

Funding

Current Stage
Growth Stage
Total Funding
$46.7M
Key Investors
Global Innovation FundAdlevo CapitalEFInA
2021-10-01Series B· $10M
2018-09-06Series B· $10M
2015-10-06Series B· $15M

Leadership Team

leader-logo
Tayo Oviosu
Founder & Group CEO
linkedin
leader-logo
Jay Alabraba
Co-founder & Director of Business Development
linkedin

Recent News

Condia
Paga set to take up unresolved PayPal issues for its users in Nigeria
2026-02-08
Techpoint Africa
Paypal-Paga: Is this the deal that finally creates a Nigerian fintech Monopoly?
2026-02-07
Techawk
PayPal Returns to Nigeria via Paga, Sparks Backlash
2026-02-06
Company data provided by crunchbase