The Head of Support bridges the gap between sales, engineering and customer support. The role holder ensures that customers are given the correct information and tools when being steered towards go-live, as well as customer satisfaction with Stitch’s products after going live.

Key Responsibilities:

• Provides leadership for the Support Team:
• • Provide training and mentorship to the Support Engineers.
  • Be accountable for the team’s delivery of timely and accurate technical solutions to customers.
  • Ensure depth and breadth of technical skills are maintained across the team to support customer demand.
• Work closely with the solutions, success & onboarding teams to understand the customer use-case and ensure a smooth transition from new business (sales) to customer success.
• Own the post-sale support processes by acting as a bridge between onboarding, engineering and customers.
• Manage & streamline the customer support processes
• Define, achieve and monitor quarterly goals of the support team
• Where relevant, assist / educate customers on best practices when dealing with our Support function
• Lead incident reporting and investigations, liaising directly with customers when needed
• Work closely with our fraud & risk team to ensure that and user/client reported fraud is dealt with and any fraudulent trends are identified and escalated
• Monitor & Create customer metrics alongside comms to proactively detect any integration, degradation or conversion issues
• Monitor customers usage, SLAS and billing to ensure that we are providing them with appropriate support and pricing - a primary focus will be placed on Enterprise clients
• Prioritise customers based on business context and proactively manage relationships to delight customers at various touch points along the post-sale and growth process.
• Use customer insights to help inform product decisions.
• Assist in automating any manual support operations to promote scalability of the support function
• Identify areas where we could assist customers further (e.g. other use cases) and liaise with sales if the product needs to be expanded.
• Alongside all elements of the above, define, own and optimise novel customer success metrics and retention
• Managing the support/on-call roster with engineering to ensure team and operational coverage

Requirements:

• 7+ years in a customer-facing role.
• Leadership and organisational management experience.
• A track record of success in account management or fostering partnerships
• Experience in working in B2B SaaS, API or Payments companies.
• Empathy for customer objectives and pain points (i.e. the ability to walk in a customer's shoes and understand their biggest problems).
• Hands on technical experience such as log and data analysis

Advantageous:

• Strong network in the local Fintech or Banking space.
• Interest in Open Banking.
• Strong knowledge of customers in various key markets - including South Africa, Nigeria, Kenya, and Ghana.
• Experience in working in B2B SaaS, API or Payments companies.
• Experience operating within a regulated environment, as well as relationships with key stakeholders in it.
• Bonus: Experience building software and/or test automation.

A snapshot of our current stack (HERE):

• Typescript
• Kubernetes
• Node.js
• Puppeteer
• GraphQL
• React
• NextJS
• Nact (actor model)
• IdentityServer4 (dotnet core)
• PostgreSQL
• Github & Github Actions