Merchant Success Analyst

Kora

Merchant Success Analyst overseeing merchants and customers for Kora, a payment infrastructure for Africa. Providing support and customizing solutions to enhance customer satisfaction with seamless onboarding.

Posted 7/23/2026full-timeRemote • 🇳🇬 NigeriaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer relationship management skills, with a focus on understanding client needs and delivering tailored solutions. Proven ability to collaborate across teams to enhance customer satisfaction and drive product development.

Highest-signal resume keywords

B2B Customer Relationship ManagementClient-Focused Solutions DeliveryAnalytical and Problem-Solving SkillsEffective Communication SkillsOrganizational Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

Interpersonal SkillsPresentation SkillsCustomer Success Passion

Industry Keywords

Financial ServicesBanking IndustryCustomer SatisfactionMerchant SuccessQuery Handling

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

A minimum of 2 years experience in a similar role in a B2B environment, financial services or banking industry.
Experience in dealing with customers to ensure high-quality interaction management and query handling.
Passion for customer success and deep interest in understanding client needs.
Great written and verbal communication skills - needed for communicating with a range of people, both internally and externally, and good presentation skills.
Ability to achieve optimal conversation ratings and standard KPIs.
Experience in delivering client-focused solutions based on customer needs.
Excellent interpersonal and communication skills to build effective relationships with customers and work effectively with them.
Exceptional organizational skills, with the ability to manage multiple activities and projects at the same time.
Strong analytical and problem-solving skills.
Passion for customer success and deep interest in understanding client needs.
Finally, you promote a “customer first” environment at all times.

Benefits

Comp & perks

Health insurance
Sponsored and tailored training
Paid parental leave
Paid time-off
Flexible work style
Annual performance bonus
Low-interest loans
Group Life Insurance
Access to up to four therapy sessions monthly
Day off on your birthday 🎂 🎁 🎉
Employee interest groups that provide supportive communities within Kora
Great company culture and the opportunity to work with a highly collaborative team building something great!