Support Partner

Who we are:
At Mambu, we believe that banking and financial services can change the world for the better. We also know that inflexible systems are slowing innovation and limiting impact. We’re on a mission to change that, to make banking work better for everyone.

Join us as we bring banking and financial services technology into the digital-first world. Where our best-in-class, cloud-banking platform is igniting financial change globally. Where we are enabling our customers to build great banking experiences for their customers; in a faster, more flexible and more dependable way than ever before.

If this mission drives you, if you are bold, curious, customer-obsessed and ready to embrace a challenge, then we want you on our team.

At Mambu our people are the foundation We prioritise continuous learning and development to empower Mambuvians for success and growth. We provide a learning budget by function for professional development and offer a comprehensive L&D program that enhances both technical expertise and soft skills.

Let’s rewrite the rules of banking together

What you’ll do:

- Act as a communication lead during major incidents, act as a point of contact for escalations regarding incidents.
- Take ownership of the customer support function, processes and tools. Provide additional support for premium customers;
- Immediately act upon incidents: collect information, troubleshoot and resolve, when possible. Escalate and involve required teams if needed;
- Facilitate support triage between internal teams including technical support and product owner representatives. Collaborate with relevant teams within Mambu and proactively communicate with customers.
- Fully understand and diagnose a specific incident in terms of business priority, take appropriate action to get this resolved using available skills, knowledge, people and processes.
- Assess the area proactively to ensure existing processes are validated and improved where possible.
- Interact with customers to explain Mambu’s support services and manage their expectations;
- Continuously build Mambu knowledge base, ensure knowledge repository is maintained and built on both functional and technical functionality to ensure adequate support allocation and understand how queries affect customers.
- Drive product reliability improvement effort across Mambu by ensuring close feedback loop with product teams, continuously sharing their product performance status, insights and challenges.
- Be an ambassador of Support Lead culture and mindset in Mambu.

What you’ll bring:

- 5+ years of experience working on and/or leading a Support Team or Customer Success Team in the financial services sector or a similarly regulated environment
- Operational experience working with SLAs of mission critical SaaS or ASP solutions for enterprises (e.g. in financial services, Telco providers or Health Care)
- Ability to work flexible shifts (including weekends)
- Excellent written and verbal communication skills
- Bachelor's Degree in Business, Finance, Accounting or related field
- Experience in incident analysis, including reporting, demand reduction.

**Your future**
- We aim to be the leading cloud-banking platform, powering the future of banking and igniting financial change globally. If you want to join a collaborative, inclusive team of experts changing the lives of billions, this is where you belong._

For the rest of the locations where we advertise this role, the starting salary will be discussed during the recruitment process.

**Let's connect**

Follow the work of our Product and Engineering teams as they continuously make our products and platform bigger, better, faster and stronger. Check out our Medium Product & Tech Log.
- As part of the recruitment (or HR onboarding) process, you will be required to obtain authorised criminal background and credit screening results, as well as be queried against a sanctions/anti-money-laundering/counter terrorism financing/politically exposed persons screening service and your employment is conditional upon approval of these results._