Technical Operations Manager

Ozow is a leading fintech company that's redefining digital payments in South Africa and beyond. We're dedicated to making payments more accessible, secure, and convenient for both businesses and consumers. As a fast-growing player in the financial technology sector, Ozow fosters a culture of innovation, diversity, and inclusivity. We believe in pushing the boundaries of what's possible and are committed to making a positive impact on the world through our payment solutions.

More about this Ozow fantastic position
Ozow is seeking a technically skilled and service-oriented Technical Operations Manager to deliver world-class merchant and customer experience. This is a multifaceted role that combines managerial, technical, and operational responsibilities.

The ideal candidate will have a strong technical background, including experience in building seamless workflows for incident management, and a proven track record of managing and scaling technical support teams.

You are an ideal candidate if you have:

• 3+ years of proven team leadership experience running support functions (inclusive of people management).
• 5+ years in customer support and technical support, or moderating content for a web-based application.
• A bachelor’s degree in IT or similar.
• Experience working in a technical business.
• Experience handling escalated technical issues, identifying causes, and documenting resolutions to close the loop.
• Experience with process documentation.
• High proficiency in CRM systems (Salesforce preferred).
• Excellent project management skills, with the ability to lead cross-functional initiatives and deliver results on time.
• Exceptional communication and interpersonal skills, with the ability to liaise effectively with internal teams and external stakeholders.
• A proactive, solutions-oriented mindset with a focus on continuous improvement.
• Proven track record of building and implementing tools, systems, and processes to improve incident tracking, communication, and resolution efficiency.

Your role and responsibilities:

• Own and streamline the end-to-end incident management process, ensuring swift resolution of merchant-related issues.
• Monitor, track, and report on escalation paths for customer support issues and develop processes to ensure follow-up with customer escalations, issue resolution, and customer satisfaction, and internal product prioritization.
• Oversee the day-to-day operations of the team, ensuring seamless support for merchants and internal stakeholders.
• Train and support to a standard of excellence, including but not limited to routine ticket and chat quality assurance to identify areas of strength and improvement.
• Maintain and optimize Salesforce as the central hub for incident tracking and resolution.
• Always think outside the box with customer-facing and back-of-house support operations: “how can Technical Support have the best support operation both for our customers and for our team?”
• Establish, measure, and monitor technical support KPIs and metrics to track team goals and drive operational efficiency.

Your skills and competencies:

• Communication: You speak and write clearly and articulately without being overly verbose or talkative. You know when and how much information to communicate. You maintain this standard in all forms of written communication.
• Data-driven: You have experience utilizing data from across the business to drive insights and better decision making.
• Flexibility/adaptability: You adjust quickly to changing priorities and conditions. You cope effectively with complexity and change.
• Follow-through on commitments: You live up to verbal and written agreements, regardless of personal cost. You focus on key priorities.
• High standards: You expect personal performance and team performance to be nothing short of the best.
• Innovation: You generate new and innovative approaches to problems.
• Problem solving: You are able to solve problems by analyzing situations and applying critical thinking in order to resolve problems. You are able to decide on courses of action and implement the solutions developed in order to overcome problems and constraints.
• Teamwork: You reach out to peers and cooperate with supervisors to establish an overall collaborative working relationship.

In office perks:

• Healthy breakfast, lunches, and snacks.
• Monthly team connects.

Perks for South African based employees:

• Medical aid subsidy (permanent staff).
• Group Risk Insurance (permanent staff).
• Generous paid annual leave.
• Learning and Development opportunities.
• Quarterly team building.
• Community initiatives.
• Employee gifting.
• Access to cutting-edge technology.

Our Employee Value Proposition:

Join Ozow and become part of an elite force that challenges the ordinary and achieves the extraordinary. If you're driven to make an impact, embrace challenges, and seek unparalleled opportunities for growth, your journey starts here.

Compliance:

As a fintech company, we prioritize data security and compliance. Due to the sensitive nature of our work, we require individuals with a high level of integrity and trustworthiness to ensure adherence to financial regulations and industry standards.

Ready to be exceptional? Apply now!

Keen to know more?

Interested in joining our rocket ship?

To find out more about life at Ozow, head over to our Careers Page here!

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