Technical Support Team Lead

Rapyd

Rapyd

IT, Customer Service
Dubai - United Arab Emirates
Posted on Thursday, April 11, 2024

Description

Africa is on the cusp of an economic revolution. While Internet- and banking-penetration have come late to Africa, a youth-driven tidal wave of change is sweeping across the continent. As a result, both global businesses and local champions are in a race to unlock its potential.

In partnership with Rapyd, the fastest growing Fintech-as-a-Service platform and Multichoice, the largest entertainment platform on the African continent, we are building the payments platform that is capable of meeting the ambitions of the next generation.

This is truly the Moment for Africa.

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 have a balance of both technical capabilities and interpersonal skills, with strong attention to detail, the ability to create and follow processes, and a propensity to think on their feet.

As a Technical Support Team Lead you will be responsible for:

  • Lead the local support team in Dubai
  • Become the first escalation point of contact of any technical issue
  • Working closely with clients and internal partners in Africa to ensure system stability
  • Develop Monitor tools for the production environment
  • Working closely with R&D, DevOps, and Sales Engineers team for problem-solving and escalations



Requirements

  • At least 10 year's experience managing client support teams as T1 and T2
  • At least 10 year's experience with Salesforce and CRM
  • Knowledge in API, bug reporting tools AWS dashboards- Must
  • experience in a payments industry- Big advantage
  • Knowledge in the following tools: SQL, Postman, AWS dashboards, Jira and confluence- Big Advantage.
  • Great technical writing and verbal communication skills
  • Experience building a team in a fast-growing small organization
  • Strong debuggability skills with multiple tools
  • Excellent English

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