Head, Merchant Support/Customer Experience
Fenan Pay Solutions S.C
Business
Business Management
Addis Ababa
5 years
1 Position
2025-09-06
to
2025-09-14
provide high quality customer service
Business
Information Technology
Full Time
Share
Job Description
About FenanPay Solutions S.C.-: FenanPay Solutions S.C. is a pioneering fintech company in Ethiopia, established to operate a secure and innovative payment gateway system that empowers businesses and consumers alike. We are committed to delivering seamless payment experiences, fostering financial inclusion, and setting the benchmark in customer service excellence.
Job Purpose: The Head of Merchant Support will be responsible for managing and delivering dedicated support services to FenanPay’s merchant clients, ensuring timely resolution of issues, smooth onboarding, and sustained satisfaction throughout the merchant lifecycle.
Key Responsibilities
Serve as the primary point of contact for merchants post-onboarding, providing issue resolution and operational assistance.
Coordinate with Product, Technology, and Sales teams to ensure service continuity and effective integration support.
Develop merchant support SLAs, escalation paths, and process manuals.
Implement tools and dashboards to track support requests, merchant satisfaction, and resolution timelines.
Maintain a merchant-focused knowledge base (API usage, terminals, reports, etc.).
Collect and analyze merchant feedback to drive service improvements.
Job Requirements
Qualifications & Experience
Bachelor’s degree in Business, IT, or a related field.
Minimum of 5 years’ experience in B2B customer support, preferably in fintech, banking, or telecom.
Strong technical understanding of payment systems, APIs, and merchant integration flows.
Excellent communication, problem-solving, and leadership skills.
How To Apply
Interested applicants who meet the above requirements are invited to send their CV and cover letter to mereja@fenanpay.com OR THIS LINK with the subject line "Application – Head, Merchant Support" no later than 20 August 2025.
Fields Of Study
Business
Information Technology
Skills Required
provide high quality customer service
Related Jobs
1 day left
National Election Board of Ethiopia
Program Expert
Program Manager
Full Time
5 - 7 yrs
1 Position
MA or BA Degree in Management, Public Administration, Law, Political Science or in a related field of study with relevant work experience
1 day left
Mela for Her
Sales and Social Marketing Manager
Marketing Manager
Full Time
5 yrs
1 Position
Bachelor’s Degree in Marketing, Economics, Business Management or in a related field of study with relevant work experience Duties & Responsibilities: - Develop annual and quarterly sales and marketing plans with measurable KPIs aligned to organizational objectives. - Conduct product and market assessments, including stakeholder mapping, to identify opportunities and challenges. - Manage promotional strategies across multiple channels (social media, events, and partnerships, etc.).
2 days left
Ethio jobs
General Manager (GM)
General Manager
Full Time
12 yrs
1 Position
Master's or Bachelor's Degree in Public Health, Nonprofit Management, Organizational Leadership, Strategic Management, Health Systems or in a related field of study with relevant work experience, out of which 8 years in a senior leadership role within a nonprofit or health-focused international NGO. Duties and Responsibilities: - Leading the development and execution of HFE's strategic plan. - Providing strategic advice and transparent reporting to the Board of Trustees. - Championing organizational reform, decentralization, and innovation.
3 days left
EASE Engineering PLC
Executive Assistant to the President – Solstice Ventures Holding (SVH)
Secretary
Full Time
5 yrs
1 Position
Master's or Bachelor's Degree in Business, Management or in a related field of study with relevant work experience Duties and Responsibilities: - Maintain and track the President’s priority list (integrated with Monday.com). - Follow up with CEOs, Deputy CEOs, and corporate service heads to ensure timely delivery of commitments. - Draft, review, and issue memos and correspondence in the President’s tone and format. - Prepare briefing notes, meeting packs, and action summaries.
4 days left
Deutsche Gesellschaft für Internationale Zusammenarb (GIZ)eit
Private Sector Advisor
Business Advisor
Full Time
10 yrs
1 Position
Master's Degree in Economics, International Trade, Public, Finance, Customs Administration, Law, Public Policy or in a related field of study with relevant work experience Duties & Responsibilities: - Contribute to strategic planning and legal framework reform related to tax policy reforms and revenue administration modernization. - Provide expert advice to MoR senior leadership within the MoR and the IMPACT-E project team to ensure alignment with national reform goals. - Support the upgrading and modernizing of procedures used for tax audits, including IT-supported tools - Support aligning Ethiopia’s tax system with international and regional tax frameworks (e.g. UN, ATAF, G20/OECD
5 days left
ZAMU PLC
Store Keeper/Stock Accountant/
Store Keeper
Full Time
2 yrs
2 Positions
BA Degree in Management or in a related field of study with relevant work experience