Customer Onboarding & Success Specialist

Network International; South Africa; On-site; ZAR 300,000 - 520,000; Full time

Job summary

Network International is seeking a customer-focused professional to lead onboarding, implementation, and ongoing support for enterprise digital payment solutions. You will guide customers from initial setup through go-live, troubleshoot platform issues, and collaborate with Engineering, Product and Sales to ensure successful adoption.

The role emphasizes problem solving, clear communication, and proactive customer success across SaaS and fintech contexts, with opportunities to influence

Qualifications

• Experience in customer support, technical support, onboarding, implementation or customer success role.
• Experience in technology, SaaS, fintech, payments or digital platform environment.
• Strong problem-solving skills with the ability to investigate and resolve customer issues.
• Excellent written and verbal communication skills.
• Ability to manage multiple customer requests while maintaining a high level of service.

Responsibilities

• Manage end-to-end customer onboarding journeys, ensuring clients are successfully set up and ready to use the platform.
• Guide customers through implementation processes, configuration and best practices.
• Support customers during go-live activities and ensure a smooth transition into production.
• Identify potential onboarding challenges and proactively drive solutions.
• Provide first-line support to customers via email, chat and other channels.
• Investigate and resolve customer queries related to platform usage, payments and integrations.
• Troubleshoot issues and collaborate with technical teams where required.
• Ensure customer queries are handled efficiently within agreed response and resolution timelines.
• Develop a strong understanding of the company's payment products and customer use cases.
• Educate customers on platform capabilities, features and best practices.
• Gather customer feedback and identify opportunities to improve the product experience.
• Support product launches and enhancements.
• Work closely with Engineering, Product, Sales and Customer Success teams.
• Escalate technical issues appropriately and ensure customers receive timely updates.
• Contribute to improving onboarding processes, support workflows and customer experience.

Job description

Network International is seeking a customer-focused professional to lead onboarding, implementation, and ongoing support for enterprise digital payment solutions. You will guide customers from initial setup through go-live, troubleshoot platform issues, and collaborate with Engineering, Product and Sales to ensure successful adoption.

The role emphasizes problem solving, clear communication, and proactive customer success across SaaS and fintech contexts, with opportunities to influence