🛠️Technical Customer Support Manager
IT, Customer Service
Posted on Thursday, November 2, 2023
Technical Customer Support Manager
Revio connects merchants to consumers to power the next generation of inclusive commerce. We are on a mission to become the go-to payment orchestration and revenue optimization platform for global and local enterprises operating in Africa.
Through a single API, Revio localizes merchants’ payment stacks, reduces payment failures, and automatically engages customers throughout the payment journey, to increase conversion, success rates, and retention. We currently serve some of Africa's largest brands in the insurance, banking, telco, retail, and BPO sectors, including Old Mutual, Standard Bank, MTN, and Innovation Group.
We're backed by A+ global investors, including QED Investors, Partech, and SpeedInvest, bolstering our team with industry legends that will help us build a successful multinational company.
Our team join us to make a difference. We’re a team of makers, excited by the opportunity to build a business, not just work for one.
All of our positions are remote, with hybrid options available. You do not have to relocate to join us! We encourage folks from all ethnic groups, genders, sexuality, age and abilities to apply. If this job description resonates with you, we want to hear from you.
Revio's Payment Orchestration platform makes it possible for merchants to accept payments across Africa with multiple localized payment methods. From time to time, things don’t go as planned and our merchants need help.
You will primarily be responsible for handling merchant support requests and running support operations to ensure our merchants get a great customer experience. You will work closely with our Engineers to assist them with providing a resolution to customers.
You will also work closely with the Product team to stay up-to-date with product knowledge and industry trends to provide expert technical guidance and support. With the Product team, you will leverage monitoring and analytics to proactively improve our products.
Oversee the day-to-day operations of Revio’s technical support, ensuring timely and effective resolution of customer issues
Build and maintain strong relationships with key customers, understanding their needs and ensuring their satisfaction
Develop and implement support processes and procedures to streamline operations and enhance the customer experience
Monitor and analyze support metrics and KPIs to identify areas for improvement and implement corrective actions as needed
Develop and maintain support documentation, knowledge bases, and training materials for both customers and staff
Work with our Engineers to communicate with customers when scheduled or unscheduled downtime occurs
A dynamic self-starter and seasoned customer support lead, passionate about customer experience. You’ll have at least:
2+ years of experience as a support engineer or technical support desk manager for a software product, ideally in a fintech startup environment
Experience with Python, PostgreSQL, and JSON RESTful APIs strongly preferred
Excellent communication and interpersonal skills, you will be the face of our business and responsible for defusing tensions and delighting our customers
Strong problem-solving and analytical abilities to investigate and understand root causes, and learn from these over time to improve our product and proactively resolve issues
Ability to work in a fast-paced, dynamic environment, and show determination to ensure our customers get the resolution they deserve
Remote / hybrid, flexible working structure
Be part of a world class team with exciting growth opportunities
25 days paid leave
Sponsored learning opportunities up to the value of $1,000 per year
Contribution to medical aid / expenses
Interested? Reach out to firstname.lastname@example.org