Support & Onboarding Specialist – Express

You will act as a trusted partner to customers throughout their onboarding and support journey, ensuring smooth implementation, fast issue resolution and long-term customer success.

Key Responsibilities

Customer Onboarding & Implementation

• Manage end-to-end customer onboarding journeys, ensuring clients are successfully set up and ready to use the platform.

• Guide customers through implementation processes, configuration and best practices.

• Support customers during go-live activities and ensure a smooth transition into production.

• Identify potential onboarding challenges and proactively drive solutions.

• Provide first-line support to customers via email, chat and other communication channels.

• Investigate and resolve customer queries related to platform usage, payments and integrations.

• Troubleshoot issues and collaborate with technical teams where required.

• Ensure customer queries are handled efficiently within agreed response and resolution timelines.

• Develop a strong understanding of the company's payment products and customer use cases.

• Educate customers on platform capabilities, features and best practices.

• Gather customer feedback and identify opportunities to improve the product experience.

• Support product launches and enhancements.

• Work closely with Engineering, Product, Sales and Customer Success teams.

• Escalate technical issues appropriately and ensure customers receive timely updates.

• Contribute to improving onboarding processes, support workflows and customer experience.

We are looking for a customer-focused, technically curious individual who enjoys solving problems and helping customers succeed.

Essential Experience

• Experience in customer support, technical support, onboarding, implementation or customer success role.

• Experience working within a technology, SaaS, fintech, payments or digital platform environment.

• Strong problem-solving skills with the ability to investigate and resolve customer issues.

• Excellent written and verbal communication skills.

• Ability to manage multiple customer requests while maintaining a high level of service.

• Strong attention to detail and organisational skills.

• Comfortable working with technical concepts, software platforms and digital products.

• Experience working with ticketing platforms such as Jira, Zendesk, Freshdesk, Intercom or similar is advantageous.

Experience with any of the following would be beneficial:

• Payments or fintech platforms

• API integrations

• SaaS products

• Merchant onboarding

• Digital banking solutions

• REST APIs

• Webhooks

• Basic SQL

• Troubleshooting technical issues

• Customer implementation projects

This is an exciting opportunity to join a high-growth fintech business where you will:

• Work with innovative payment technology.

• Gain exposure to enterprise customers and digital payment solutions.

• Build expertise across fintech, SaaS and customer experience.

• Collaborate with talented Product, Engineering and Customer teams.

• Play a key role in helping businesses successfully adopt next-generation payment solutions.

For more exciting Commercial & C-Suite vacancies, please visit:

? www.networkrecruitmentinternational.com

If you have not received any response in two weeks, please consider your application unsuccessful. Your profile will be kept on our database for future opportunities.

For more information:

Corne Booysen

Senior International Recruitment Consultant

Connect with me on LinkedIn:

(43) Corne Booysen | LinkedIn