About the Job
Africa is on the cusp of an economic revolution. The continent is witnessing a youth-driven tidal wave of change, with both global businesses and local champions racing to unlock its potential. In partnership with Rapyd, the fastest growing Fintech-as-a-Service platform, we are building a payments platform capable of meeting the ambitions of the next generation.
We are looking for a Customer Success Team Lead to serve as the primary point of contact and support for some of our largest merchant clients. The ideal candidate will possess a blend of technical expertise and interpersonal skills, demonstrating strong attention to detail and the ability to create and follow processes. A propensity for thinking on their feet is also essential.
Key Responsibilities
- Team Growth and Leadership: Build, mentor, and manage a high-performing sales engineering team across multiple markets. Develop and implement strategies for team growth, ensuring continuous learning and evolution in their roles.
- Lead the local support team in Dubai.
- Serve as the primary escalation point for any technical issues.
- Collaborate closely with clients and internal partners in Africa to ensure system stability.
- Develop monitoring tools for the production environment.
- Work in partnership with R&D, DevOps, and the Sales Engineers team for problem-solving and escalations.
Requirements
- At least 10 years of experience managing client support teams at Tier 1 and Tier 2 levels.
- At least 10 years of experience with Salesforce, CRM, and SaaS products.
- Knowledge of API and bug reporting tools; familiarity with AWS dashboards is a must.
- Experience in the payments industry is a significant advantage.
- Proficiency in tools such as SQL, Postman, AWS dashboards, Jira, and Confluence is a big plus.
- Strong technical writing and verbal communication skills.
- Proven experience in building a team within a fast-growing small organization.
- Excellent debuggability skills using multiple tools.
- Proficiency in English.
If you are passionate about leading a team to success while driving technical innovation and building groundbreaking solutions, we would love to hear from you. Join us and make a significant impact in the world of payments and beyond.
