SurePay is a dynamic and forward-thinking financial technology company dedicated to supporting SME’s with digital and Payment solutions. We’re passionate about leveraging technology to drive innovation and solve complex challenges for our clients.

Job Purpose:

The Customer Experience Officer manages complex, high-stakes, or systemic issues that impact customer trust and business performance. The role provides specialized expertise in fraud, compliance, VIP accounts, and systemic failures, ensuring resolution and long-term improvements.

Key Duties and Responsibilities:

Complex Case Handling

• Resolve high-value or VIP client complaints with professionalism and urgency.
• Manage compliance-related cases such as AML, KYC, and fraud alerts in collaboration with the Risk & Compliance team.
• Handle unresolved escalations from Level 2 to ensure full closure and customer satisfaction.
• Lead customer retention efforts for high-risk or rebounding clients to minimize churn and restore trust.

Systemic & Technical Issues

• Collaborate with IT and Product teams to diagnose and resolve platform bugs, system outages, or performance downtimes.
• Conduct root cause analysis for recurring failures and recommend permanent corrective actions.
• Follow up to ensure implementation of preventive measures and process improvements.

Reporting & Insights

• Prepare detailed reports on systemic issues, critical cases, and customer risk patterns.
• Share insights and recommendations with management to prevent recurrence and strengthen service reliability.
• Track and report trends in escalations, resolution times, and customer retention outcomes

Qualifications, Skills and Experience:

• Bachelor’s degree in Business, IT, Finance, or related field. Training in compliance, fraud management, or risk is an advantage.
• 4–6 years in customer service, risk, or technical support roles.
• Proven ability to handle complex escalations and high-value clients.
• Strong knowledge of compliance frameworks, regulatory requirements, and fraud detection.
• Advanced technical understanding of systems and products.
• Excellent analytical, reporting, and crisis-management skills.

Note: Only successful candidates will be contacted

• Resolve high-value or VIP client complaints with professionalism and urgency.
• Manage compliance-related cases such as AML, KYC, and fraud alerts in collaboration with the Risk & Compliance team.
• Handle unresolved escalations from Level 2 to ensure full closure and customer satisfaction.
• Lead customer retention efforts for high-risk or rebounding clients to minimize churn and restore trust.
• Collaborate with IT and Product teams to diagnose and resolve platform bugs, system outages, or performance downtimes.
• Conduct root cause analysis for recurring failures and recommend permanent corrective actions.
• Follow up to ensure implementation of preventive measures and process improvements.
• Prepare detailed reports on systemic issues, critical cases, and customer risk patterns.
• Share insights and recommendations with management to prevent recurrence and strengthen service reliability.
• Track and report trends in escalations, resolution times, and customer retention outcomes

• Proven ability to handle complex escalations and high-value clients.
• Strong knowledge of compliance frameworks, regulatory requirements, and fraud detection.
• Advanced technical understanding of systems and products.
• Excellent analytical, reporting, and crisis-management skills.

• Bachelor’s degree in Business, IT, Finance, or related field. Training in compliance, fraud management, or risk is an advantage.