Operations Associate - Merchant Onboarding

About Peach Payments

Peach Payments is a cutting-edge fintech company shaping the future of digital payments across Africa. We empower businesses of all sizes - from startups to enterprise merchants - by providing a secure, scalable, and seamless payments infrastructure.

About our working environment

We offer a hybrid working environment, allowing for a combination of remote and in-office work. Currently, this team is required to be in office 1-2 times per week, and may change periodically as determined by the line manager or the organisation. 

 🤩 About the Role 

The Operations Specialist - Onboarding,  plays a vital part within our Business Operations department, reporting directly to the Onboarding Team Lead.
This position focuses on the end-to-end execution of the merchant onboarding journey. You'll be the primary point of contact for new merchants, providing guidance through Freshdesk tickets, live chats and phone calls, to ensure a seamless transition and high completion rates.

✅ Your Key Responsibilities

1. Onboarding Execution & Merchant Support

• Drive the daily execution of the onboarding process in Pipefy, ensuring 100% accuracy and strict adherence to Service Level Agreements (SLAs).


• Manage a high volume of merchant interactions through Freshdesk, resolving support tickets promptly to reduce the average onboarding cycle time.


• Handle live chats and merchant phone calls, providing real-time assistance to keep the onboarding process moving forward.


• Proactively follow up with merchants to increase onboarding completion rates and resolve any immediate bottlenecks in their journey.
  
  

2. Technical Configuration & Troubleshooting 

• Provide essential technical assistance and configuration support to new merchants during their initial setup.


• Resolve basic technical queries and configuration tickets, aiming for a high test pass rate to prevent errors.


• Identify recurring technical issues during calls or chats and document them to help the team improve technical workflows.
  
  

3. Collaborative Problem-Solving

• Collaborate with the onboarding team and other departments to identify and propose new ways to overcome common merchant challenges.


• Maintain strong internal relationships to ensure positive feedback on your ability to solve merchant problems effectively.

4. Continuous Improvement & Documentation

• Contribute to the updates of onboarding manuals and training materials based on common merchant feedback from Freshdesk and calls.


• Identify opportunities to streamline chat and ticket responses to improve overall operational efficiency.

🏋️‍♂️ Your Performance Metrics (KPIs)

You'll be measured against specific KPIs that balance efficiency with quality of service:

• Onboarding Efficiency: Reducing average cycle time and maintaining high completion rates.


• Response Quality: Maintaining high satisfaction scores across Freshdesk tickets, chats, and calls.


• Accuracy: Ensuring every step in Pipefy is executed correctly and configurations pass initial tests.
  
  

Be part of our journey to redefine digital payments in Africa!

At Peach Payments we value diversity and are committed to inclusion across race, gender, age, religion, identity, and experiences.