Merchant Support Specialist - Jumia (Full Time)

Jumia is a leading e-commerce platform in Africa. It is built around a marketplace, Jumia Logistics, and JumiaPay. The marketplace helps millions of consumers and sellers to connect and transact. Jumia Logistics enables the delivery of millions of packages through our network of local partners.


JumiaPay facilitates the payments of online transactions for Jumia's ecosystem. With over 1 billion people and 500 million internet users in Africa, Jumia believes that e-commerce is making people's lives easier by helping them shop and pay for millions of products at the best prices wherever they live. E-commerce is also creating new opportunities for SMEs to grow, and job opportunities for a new generation to thrive.


With over 5,000 employees in more than 10 countries in Africa, Jumia is led by top talented leaders offering a great mix of local and international talents and is backed by very high-profile shareholders. Jumia is committed to creating sustainable impact in Africa. Jumia offers unique opportunities in a vibrant and booming environment, creating new jobs, new skills, and empowering a new generation.



Main Responsibilities: 

As a Product Specialist, you will participate in delivering an optimised merchant experience. Your mission will be to offer a smooth integration and support process to our valuable merchants.

Your primary responsibilities will include, but are not limited to:

  • Keep an eye on the way payments are processed and solve payment-related problems
  • Build ownership of operational processes related to our Payments activities
  • Drive operational excellence, while monitoring, assessing and mitigating operational risks
  • Drive improvements to our product and work processes to become more efficient
  • Spend the majority of your time troubleshooting complex merchants issues
  • Liaise with Tech Team and other Operations teams to diagnose and solve technical user problems
  • Optimize our processes to improve merchants’ experiences and help scale our operations
  • Spend time onboarding our external merchants (Integration, API, Performance Review…)


This Role will give you opportunity to: 

  • Have an Impact:  You’ll identify and automate manual processes that make our merchants’ lives complicated, while improving the efficiency of the whole operations organization
  • Challenge Yourself : You’ll be working with teams that face big challenges. You get the chance to make things happen instead of wondering why things happened
  • Work Globally : You’ll work closely with internal and external partners and help to figure out ways to make our customers’ lives better



Job Requirements:

  • You have excellent written and oral English skills
  • You are proficient in working in a technical environment and comfortable working to solve technical merchant issues
  • You have experience with data analysis and using technical tools; proficient in SQL is required
  • Technically speaking, you’re proficient in Excel and ideally have some knowledge in SalesForce, while being able to master new system quickly
  • You are technically savvy and can navigate multiple complex systems simultaneously to support our valuable merchants
  • Can empathize with merchants and can quickly grasp the issues they’re facing
  • You need to have at least a Bachelor’s degree or 3 years of work experience in a fast-paced, merchant tech support, payment support or FinTech environment
  • You’re proactive, experienced at working closely with external partners as well as product development teams



We Offer:

  • unique experience in an entrepreneurial, yet structured environment
  • unique opportunity of having strong impact in building the African ecommerce sector
  • The opportunity to become part of a highly professional and dynamic team
  • An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders