If you’re a customer of the largest digital bank in the EU, then you’ve probably interacted with our platform and didn't even know it! We are Mambu - SaaS FinTech Unicorn on a mission to revolutionise financial services globally. Your reward if you will join us? A (code) mark on a product used by millions of people.
To continue our success story we are looking for an enthusiastic and passionateSupport Leadto guide and inspire our support team within the EMEA's region and ensure outstanding customer service.
This role will be providing support and services to the EMEA market as such the working days will beSunday-Thursday.
What you'll be working on:
Taking ownership of EMEA’s customer support function and its team, processes and tools
Championing the support team’s customer support etiquette
Analysing, prioritizing and assigning customer support tickets.
Manage the resolution of incidents to ensure SLA compliance. This requires proactive collaboration with the relevant teams within Mambu and proactively communicating with customers.
Facilitate support triage between delivery and internal teams including technical support and product owner representatives.
Assess the area proactively to ensure existing processes are validated and improved where possible, particularly relating to Incident Response improvement.
Interact with customers to explain Mambu’s support services and manage their expectations on SLA requirements.
Facilitate reporting on support services on a monthly/quarterly basis.
What's in your toolbox:
5+ years of experience working on 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)
Excellent written and verbal communication skills in English
You’ll get an additional thumbs up if you have experience in Banking, Finance, ERP Software, Salesforce or several years working on IT projects in a technical capacity.
As part of the recruitment (or HR onboarding) process, you will be required to obtain authorized criminal background and credit screening results, and your employment is conditional upon approval of these results.
Why Mambu?
We are a diverse group of Mambuvians, and we are growing fast across 30 countries and 6 continents (not enough banks on Antarctica!). Our eyes are on the future, and we believe we can achieve our mission together by working agile, harnessing the latest technology and having a positive impact for future generations by improving the environment we are in. Mambuvians own their career growth, but we like to celebrate our successes together. We’ve got your back on your health, body and mind. Whether it’s our flexible hours or locations, or our4-day work weekover a 3 month period. You work 4 days a week, but get paid for 5! As a member of theVilniusoffice team, you will have access to:
- Private health insurance
- Free underground parking
- Training & development personal budget
- Your own brand new iMac (or PC if you really prefer)
- A beautiful, bright, central office with a Race Simulator, terrace, free drinks and fruits
- Team and company getaways, team buildings and other perks
Salary
2800 - 4823 EUR Gross/Monthly
If you are thrilled by the opportunity to join our multi-national team on its unique mission - we need to talk and will be excited to hear from you!
More about us:
To stay on top of the latest Fin-Tech trends and our success stories, please follow us on LinkedIn
For more details regarding our global career opportunities, please visit Career Site
