Support & Onboarding Specialist – Express

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

This role is ideal for someone who enjoys working directly with customers, solving problems, managing onboarding journeys and collaborating with technical teams to deliver exceptional client experiences.

You will act as a trusted partner to customers throughout their onboarding and support journey, ensuring smooth implementation, fast issue resolution and long-term customer success.

Key Responsibilities

Customer Onboarding & Implementation

• 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.

Customer Support & Issue Resolution

• Provide first-line support to customers via email, chat and other communication 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.

Product & Platform Expertise

• 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.

Cross-Functional Collaboration

• 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.

About You

We are looking for a customer-focused, technically curious individual who enjoys solving problems and helping customers succeed.

Essential Experience

• Experience in customer support, technical support, onboarding, implementation or customer success role.

• Experience working within a 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.

• Strong attention to detail and organisational skills.

• Comfortable working with technical concepts, software platforms and digital products.

• Experience working with ticketing platforms such as Jira, Zendesk, Freshdesk, Intercom or similar is advantageous.

Advantageous Experience

• Payments or fintech platforms

• API integrations

• SaaS products

• Merchant onboarding

• Digital banking solutions

• REST APIs

• Webhooks

• Basic SQL

• Troubleshooting technical issues

• Customer implementation projects

Why Join?

• Work with innovative payment technology.

• Gain exposure to enterprise customers and digital payment solutions.

• Build expertise across fintech, SaaS and customer experience.

• Collaborate with talented Product, Engineering and Customer teams.

• Play a key role in helping businesses successfully adopt next-generation payment solutions.

If you are passionate about technology, customer success and solving problems, we would love to hear from you.