Customer Success Associate

• As a Customer Success Associate on the Compliance Reviews team, you will work as a first-level agent handling day-to-day review tasks across different review queues.
• You will review businesses operating across Nigeria, Ghana, South Africa, Kenya, and Côte d'Ivoire, as well as other African markets.
• You may be assigned to one or more of the following teams depending on business needs
  
• Reviewing and activating new merchant accounts and supporting merchants through the onboarding process.
• Reviewing businesses when they make changes to their account details.
• Performing ongoing reviews of live businesses to ensure continued compliance with the Acceptable Use Policy.
• You will follow defined processes, escalate unclear or complex cases to senior agents when necessary, and ensure all work meets internal standards and SLAs.

Requirements:

• A minimum of 2 years of experience
• Clear and professional communicator in English, both written and verbal.
• Have strong attention to detail and can follow defined processes consistently.
• Comfortable reviewing business information and documentation and asking the right follow-up questions when something is unclear.
• Take ownership of your tickets and understand the importance of meeting SLAs.
• Open to feedback and eager to learn our clients' policies, tools, and review frameworks.
• Comfortable speaking with merchants on the phone when required.
• Can manage repetitive work while staying focused and accurate.
• Willing to learn and able to escalate issues appropriately rather than guessing

We’ll trust you to:

• Review merchant accounts in line with our clients' Acceptable Use Policy, regulatory requirements, and internal review guidelines.
• Handle inbound and outbound tickets via Front, ensuring accurate responses and timely resolution within agreed SLAs.
• Support merchant onboarding by reviewing submitted information and documentation, requesting additional details where required, and communicating next steps clearly to merchants.
• Review account updates made by existing merchants and assess the impact on compliance and risk.
• Perform ongoing monitoring of live businesses to identify changes in business activity, risk signals, or policy breaches.
• Communicate professionally with merchants via email and phone calls to clarify business models, request missing information, and resolve compliance review-related issues.
• Escalate unclear, high-risk, or out-of-scope cases to senior agents or team leads with clear    context and documentation
• Ensure tickets are correctly categorized and updated to reflect actions taken and decisions made.
• Meet individual productivity, quality, and SLA targets while maintaining a high standard of accuracy.
• Follow internal processes and contribute feedback when you notice recurring issues, unclear workflows, or opportunities for improvement.