Customer Support Lead – FinTech Strategic Business Unit (SBU)

We are seeking a proactive, client-focused Customer Support Lead for our FinTech Strategic Business Unit (SBU) to ensure our financial technology solutions maintain peak operational performance and exceptional user satisfaction. In this role, you will be the primary point of contact for institutional clients including SACCOS, microfinance institutions (MFIs), banks, and enterprise merchants using our digital wallets, payment gateways, and core management platforms. You will troubleshoot technical and transactional issues, manage support tickets, oversee Service Level Agreements (SLAs), and gather user feedback to help our product team continuously refine our software.

Key Responsibilities

Institutional & End-User Support: Act as the first line of resolution for technical, operational, and transactional inquiries from institutional clients, branch managers, and system administrators.

Incident & Ticket Management: Receive, prioritize, track, and resolve system issues (such as payment processing errors, reconciliation discrepancies, login/access failures, and transaction drops) using helpdesk tracking systems.

SLA & Escalation Oversight: Monitor Service Level Agreements (SLAs) closely, ensuring target response times are met and critical bugs/outages are escalated smoothly to DevOps, engineering, and operational leads.

Client Onboarding & System Training: Conduct structured onboarding sessions, system walkthroughs, and user training for client operational teams, branch staff, and system administrators.

Knowledge Base & Documentation: Develop and maintain user manuals, trouble-shooting guides, FAQs, and standard operating procedures (SOPs) for both internal teams and end-users.

Root-Cause Analysis & Feedback Loop: Analyze recurring issues and system bottlenecks, providing structured operational feedback to technical and product teams to drive permanent fixes and feature enhancements.

Customer Retention & Relationship Health: Conduct routine check-ins with key operational staff at client institutions to maintain strong long-term working relationships and identify potential usability pain points early.

Educational Background: Bachelor’s degree in Computer Science, Information Technology, Business Information Systems, Communications, or a related field.

Experience: 2–4 years of experience in technical customer support, helpdesk management, or client operations preferably within a FinTech, Banking, SaaS, or Financial Software environment.

Technical & Domain Knowledge: Practical understanding of digital financial workflows, payment gateway transactions, mobile wallets, basic database querying/logs, and core banking or MFI/SACCOS operational systems.

Communication & Interpersonal Skills: Outstanding verbal and written communication skills in Amharic and English, with the ability to explain complex technical concepts to non-technical users calmly and clearly.

Problem-Solving & Critical Thinking: Exceptional analytical ability to trace transactional or software failures, isolate root causes, and follow through to complete resolution.

Process Discipline: Experience using ticketing tools (e.g., Jira, Zendesk, Freshdesk) and managing escalation workflows under tight time constraints.