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 Associate at Kora, you will be responsible for managing all aspects of our relationships with merchants and all other customers, being the first point of contact for issue resolution, enquiries and ultimately guiding them to having the best solution that adapts to their needs. In this role, you will be working closely with the Product, Sales, Merchant Success and Engineering teams.

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 team, Product team, Sales team, and Compliance team, to ensure each merchant is onboarded in a professional, and timely manner.