Head, E-Commerce Support at Unified Payment Services Limited

Job Objective

To lead the end-to-end support function for the company's e-commerce and digital platforms. This role ensures seamless operations, excellent merchant and customer experiences, and efficient resolution of issues across all e-commerce channels.

The incumbent will develop and implement strategies to optimize platform performance, enhance customer satisfaction, and drive operational efficiency, while collaborating with cross-functional teams including Product, Technology, Risk, and Marketing.

Duties & Responsibilities

• Ensure timely and efficient resolution of customer and merchant queries, complaints, and disputes
• Monitor daily platform operations, identify bottlenecks, and implement process improvements
• Maintain oversight of order management, refunds, chargebacks, and escalations
• Ensure adherence to service level agreements (SLAs) and key performance metrics
• Track recurring issues, platform trends, and service gaps to inform business strategy
• Ensure accurate documentation of complaints, resolution timelines, and escalation history
• Work closely with Risk, Compliance, Product, and Marketing teams to resolve issues, launch new features, and ensure regulatory compliance
• Develop and manage support frameworks for merchants, partners, and end-users
• Serve as a point of escalation for complex merchant or customer issues
• Design and implement onboarding, training, and support materials for merchants
• Analyze customer and merchant feedback to improve platform usability and experience
• Collaborate with Product and Technology teams to implement platform enhancements based on support insights

Requirements

Education:

• University Degree or HND in Finance, Economics, Computer Science, Social Sciences, Engineering, Business Administration, Information Technology, or related fields

Other Requirements:

• Strong knowledge of e-commerce platforms and payment gateways