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Technical Support Team Lead Customer Success Expert

Unlock employer Dubai, United Arab Emirates Posted: 08 May 2024

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Requirements

Experience: Senior

Support & IT

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Position

Description: Africa is on the cusp of an economic revolution. In partnership with Rapyd and Multichoice, we are building a payments platform to unlock the continent's potential. We are seeking a Customer Success Team Lead with technical capabilities and interpersonal skills to support merchant clients.
Responsibilities:
- Lead the local support team in Dubai
- First escalation point for technical issues
- Collaborate with clients and internal partners in Africa for system stability
- Develop monitoring tools for the production environment
- Work with R&D, DevOps, and Sales Engineers for problem-solving
Requirements:
- 10+ years managing client support teams (T1 and T2)
- 10+ years experience with Salesforce and CRM
- Knowledge in API, bug reporting tools, AWS dashboards
- Experience in the payments industry is a big advantage
- Familiarity with SQL, Postman, Jira, and Confluence
- Strong technical writing and verbal communication skills
- Experience building teams in a fast-growing organization
- Excellent English proficiency

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