Payment Gateway Specialist

Job Title: Payment Gateway Specialist-

Term: 12 months

Location: Nairobi, Kenya

Division: Customer Solutions Center 

Reports to: Customer Solutions/ PGS Lead

Relevant experience: 10+ years of relevant experience in payment gateways, merchant onboarding, or technical project delivery

Mandatory requirements: Strong understanding of payment gateway platforms, digital commerce, and merchant integrations

PURPOSE OF JOB

The objective of this role is to support Payment Gateway Services (PGS) clients by accelerating merchant onboarding and providing end-to-end technical and operational support. The role ensures successful integration, activation, and ongoing performance of the Gateway, enabling clients to scale acceptance efficiently and compliantly.

The resource will coordinate merchant implementations, manage technical support requests, and ensure efficient delivery and adoption of PGS solutions by clients.

TASKS

Core Responsibilities and Accountabilities

The deploy resource will:

• Act as the primary point of contact for PGS merchant onboarding activities, coordinating closely with internal teams and Client stakeholders to initiate projects and follow up on onboarding requirements.
• Provide the ground deployment and project support as required, including logging requests, tracking actions, and providing regular status updates to the Client.
• Manage urgent-production technical support issues, including complex technical challenges for both onboarding merchants and existing live merchants.
• Conduct regular review meetings with the Client to track open onboarding projects, incidents, and technical tickets.
• Deliver platform specific technical training and knowledge transfer sessions to Client teams as needed.
• Support the Client in completing and submitting PGS related request documentation
• Coordinate with the Client's PGS technical teams to ensure timely and high-quality support for merchant onboarding and ongoing production operations.

KPIs

• Growth in PGS transaction volumes
• Increase in PGS-enabled acceptance locations
• Reduction in onboarding turnaround times
• Improved merchant implementation success rates

Knowledge and Experience: 

• Strong understanding of payment gateway platforms, digital commerce, and merchant integrations 
• Hands-on experience supporting merchant onboarding and post-production technical operations 
• Proven ability to manage multiple work streams in a fast-paced client environment 
• Experience working with cross-functional technical, operational, and business stakeholders 

Mandatory Skills

• Demonstrated experience with APIs and merchant integrations on PGS 
• Strong technical troubleshooting and problem‑solving capabilities 
• Excellent communication, documentation, and stakeholder‑management skills