Customer Success / TAM

Rapyd; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading Fintech company is searching for a Technical Account Manager in Dubai. You will be the main contact for merchant clients, addressing technical issues efficiently. Ideal candidates will possess significant experience in technical support, particularly with SaaS products, and have excellent communication skills. Tools knowledge, including SQL and Postman, is essential. Join us to help shape Africa's payment landscape.

Qualifications

• 3-5 years of technical support experience.
• 2 years' experience with SaaS products.
• Fluent in English, both written and verbal.

Responsibilities

• Serve as primary contact for merchant clients.
• Handle customer tickets and requests professionally.
• Coordinate with various departments to resolve issues.

Skills

Technical support experience

Knowledge of API

Excellent communication skills

Debugging skills

Customer relationships

SaaS product experience

Tools

SQL

Postman

AWS dashboards

Kibana

Jira

Salesforce

Confluence

Job description

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 technical account manager 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 Account Manager you will be responsible for :

• Being the first line of defense and escalation for any technical issues relating to Moment’s merchant customers
• The timely and professional handling of customer tickets and requests, maintaining Moment's SLA’s and customer satisfaction objectives
• Escalating and owning issues internally and externally with service providers / partners
• Working across departments (Engineering, DevOps, Prof Services, etc.) to resolve customer's issues

Requirements

At least 3-5 years’ experience as technical support (Level / Tier 2)

At least 2 years’ experience with SaaS products

Knowledge in API and bug reporting tools are a must

Knowledge in the following tools : SQL, Postman, AWS dashboards, Kibana, Jira , Salesforce, Confluence and AWS dashboards

Significant customer facing experience

Great technical writing and verbal communication skills

Strong debuggability skills with multiple tools

Experience in a payments industry is an advantage

Experience in a fast-growing organization is an advantage

Fluent in English (writing and verbal) is a must