Merchant Success Analyst

Kora is a payment infrastructure for Africa. We offer plug-and-play payment solutions for businesses to launch a tailored payment experience for their customers.

At the front and center of what we do every day, we are creating a future void of digital financial barriers across Africa. We are committed to delivering secure, reliable, and easy-to-use digital financial solutions to customers with a guarantee that they are improving their lives.

To achieve this mission, we need people like you. We value positive energy and clear communication and are committed to building an inclusive environment for people from every background. We strongly believe in our ability to find Water in the Desert and pick the Sands in the Ocean.

About The Role

As a Merchant Success Analyst at Kora, you will be responsible for managing all aspects of our relationships with merchants and customers, being the first point of contact for issue resolution and enquiries and ultimately guiding them to having the best solution that adapts to their needs.

Here are a couple of things you'll be doing:

• Providing top-quality support to our new and existing merchants while ushering them into new markets, products or operations, helping to ensure customer satisfaction and strengthen merchant relationships.
• Build and maintain strong, long-lasting customer relationships, being the owner of the personalized relationship with customers.
• Expand current relationships with customers, focusing on the development of new products and operations.
• Analyze prospects’ business requirements and work closely with the relevant internal stakeholders to help customize specific products to meet their needs.
• Understand customers’ needs and suggest upgrades or additional features to meet their requirements.
• Provide the Product team with customers’ feedback to help identify potential new features or products.

Reporting Relationships & Stakeholder Engagement:

• Report to the Head, Merchant Success and work as part of the vibrant Merchant Success team to ensure utmost merchant satisfaction amidst the high volume.
• Working collaboratively with our Engineering, Product, Sales, Marketing and Compliance teams, to ensure each merchant is onboarded in a professional, and timely manner.

Requirements:
• A minimum of 2 years experience in a similar role in a B2B environment, financial services or banking industry.
• Experience in dealing with customers to ensure high-quality interaction management and query handling.
• Passion for customer success and deep interest in understanding client needs.
• Great written and verbal communication skills - needed for communicating with a range of people, both internally and externally, and good presentation skills.
• Ability to achieve optimal conversation ratings and standard KPIs.
• Experience in delivering client-focused solutions based on customer needs.
• Excellent interpersonal and communication skills to build effective relationships with customers and work effectively with them.
• Exceptional organizational skills, with the ability to manage multiple activities and projects at the same time.
• Strong analytical and problem-solving skills.
• Passion for customer success and deep interest in understanding client needs.
• Finally, you promote a “customer first” environment at all times.

Interview process

Below is the interview process you can expect for this role. It may look like a lot of steps, but rest assured that we move quickly and the steps are designed to help you get the information needed to determine if we’re the right fit for you… Interviewing is a two-way street, after all!

We expect the interview process to take a maximum of 3 weeks and an average of 2.5 hours in total. Please note that the interview is virtual.

👋 Introduction Stage - we have initial conversations to get acquainted with you and overall experience.

[15m] Recruiter Screen - Abayomi Ishmael

[7 days max] Take-home Assessment/Project

Project Review - The Merchant Success Team

Feedback from the Recruiter (Abayomi Ishmael)

🧑‍💻 [60m] Team Interview Stage ( The Merchant Success Team ) - We proceed to explore your professional background in greater detail and facilitate introductions to team members, including those from various cross-functional areas.

[60m] Cultural Fit Interview (Our Core Values) - At this stage, you'll engage in a conversation with Kora's COO, the Head of People and Culture, and the head of the team you’re being considered for. The aim is to understand you better and assess the alignment of your beliefs and values with Kora's distinctive culture. We'd like to emphasize that there are no right or wrong answers expected. However, we encourage you to maintain a positive attitude during this session.

Please note that you are welcome to ask questions and inquire during this process. We assure you of complete transparency throughout the interview process.

Working hours

Given that we are an all-remote company and hire almost anywhere in the world, we don’t have a location requirement for this role. However, your working hours must coincide with 9:00 am - 5:00 pm WAT for at least 40 hours/week. Please note that you may be called upon to work outside your normal working hours due to the sensitivity of the role.

Equal Opportunity Employer

Kora is an equal-opportunity employer dedicated to building an inclusive and diverse workforce. All employment decisions are based on qualifications, experience, and business needs. We strongly encourage applications from underrepresented communities and diverse ethnic groups to apply.

If you need any accommodations to facilitate your participation in the recruitment process, please feel free to inform us. Any details you share will be used solely to ensure we can support and accommodate your needs appropriately

If you require more information on our HR Data Privacy, please visit here.

Benefits:
• Health insurance
• Sponsored and tailored training
• Paid parental leave
• Paid time-off
• Flexible work style
• Annual performance bonus
• Low-interest loans
• Group Life Insurance
• Access to up to four therapy sessions monthly
• Day off on your birthday 🎂 🎁 🎉
• Employee interest groups that provide supportive communities within Kora
• Great company culture and the opportunity to work with a highly collaborative team building something great!

Note: We recognise imposter syndrome is real - any candidate who does not perfectly fit every characteristic of this role is still strongly encouraged to apply.