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King Makanjuola

@kingmakanjuola

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Product Manager at Paystack who shipped an AI support assistant that cut engineering on-call resolution times by 60%.

United Kingdom

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At Paystack, I shipped an internal agentic-AI support assistant that automated tier-1 triage and cut engineering on-call resolution times by 60%. I also built Grafana and Metabase dashboards to help teams detect merchant transaction issues in under two minutes.

I delivered Direct Debit web applications that reduced customer support requests by 90%, and led the launch of Virtual Terminal, which drove 47% monthly revenue growth post-launch. Earlier, I worked in chargeback operations and customer support, resolving payment disputes and guiding users through e-commerce integrations.

Experience

Work history, roles, and key accomplishments

Current

Product Manager - Operations

Current

Paystack

Sep 2025 - Present (1 year 1 month)

Own monitoring, triage, resolution, and documentation of technical incidents affecting the Paystack merchant dashboard. Shipped an internal agentic-AI support assistant that automated tier-1 triage, cutting on-call resolution times by 60%.

Grafana Metabase Incident Management AI Automation Dashboarding Playbooks IAM Self Service Features

Product Manager - Terminal/Merchant Experience

Paystack

Apr 2023 - Mar 2026 (2 years 11 months)

Spearheaded delivery of Direct Debit merchant and customer web applications, reducing support requests by 90% and increasing transaction volume by 15%. Led integration of partner APIs and implementation of ISO-8583 compliant card processing infrastructure.

Product Management Direct Debit APIs Datadog Grafana SSO ISO 8583 Android Product Led Growth Retention Strategy Web Applications

Product Manager - Refunds and Disputes

Paystack

Mar 2022 - Apr 2023 (1 year 1 month)

Defined product roadmap for global chargeback platform upgrades, scaling operational capacity to reduce dispute resolution time by 50%. Drove >99% fulfilment of refund SLA timelines through continuous platform improvements.

Product Management Roadmapping Chargebacks Disputes APIs SLA Management Partner Engagement

Associate Product Manager - Internal Tools

Paystack

Jul 2020 - Mar 2022 (1 year 8 months)

Carried out discovery and optimisations to the internal CRM dashboard, reducing average support ticket resolution time by 22%. Led product discovery and development of merchant tagging, improving marketing attribution by 100%.

Product Management CRM Discovery KYC AML Sanctions Screening Process Improvement Expense Management SLA Management

User Operations Specialist - Chargeback Operations

Paystack

Sep 2019 - Jul 2020 (10 months)

Increased manual refund completion by over 90% by semi-automation, reducing customer wait time from 10 working days to under 48 hours. Managed transaction disputes between merchants, customers, banks, and regulators, driving resolution of ~200 disputes daily.

Chargebacks Disputes Automation Process Improvement Stakeholder Management Compliance

Customer Support Representative

Paystack

Dec 2018 - Aug 2019 (8 months)

Guided users through installing plugins and integrating APIs on WordPress, OpenCart, and other e-commerce content management systems. Co-authored helpdesk articles and created metrics reporting using SQL, Google Sheets, and Metabase.

Customer Support WordPress OpenCart APIs SQL Google Sheets Metabase Documentation