About the Role
This role supports large business customers using the platform by resolving complex issues, guiding on best practices, and acting as a bridge between clients and internal teams to improve service delivery.
Responsibilities
- Diagnose and resolve advanced technical and account-related issues for business clients
- Serve as a primary contact for enterprise customers during onboarding and ongoing use
- Collaborate with engineering and product teams to escalate and track bugs
- Document client configurations and platform usage patterns
- Provide timely responses to support tickets and urgent client inquiries
- Identify recurring problems and contribute to long-term fixes
- Assist in testing new features from a supportability standpoint
- Maintain up-to-date knowledge of platform changes and security protocols
- Guide clients on optimal use of APIs and integration tools
- Report on support metrics and customer satisfaction trends
- Participate in after-hours on-call rotations when required
- Train internal teams on enterprise-specific workflows
- Ensure compliance with financial regulations during support interactions
- Escalate critical incidents following defined procedures
- Support internal investigations related to fraud or system anomalies
- Work across time zones to assist global clients
- Communicate clearly during high-pressure situations
- Contribute to knowledge base articles and troubleshooting guides
- Follow data privacy standards in all client engagements
- Coordinate with account management on service improvements
- Monitor service health for enterprise accounts
- Advocate for customer needs in product feedback sessions
- Handle sensitive financial data with confidentiality
- Use support tools to log, track, and resolve cases
- Maintain professionalism in all client communications
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid working model with flexibility based on location
Team
Part of the global customer support team focused on enterprise clients
What We Value
- Clear communication across technical and business teams
- Ownership of issues from start to resolution
- Curiosity about how systems work and how to improve them
- Empathy when working with stressed or demanding clients
- Commitment to accuracy and data integrity
Onboarding & Development
- Structured training program covering platform architecture
- Mentorship from senior support and product experts
- Regular feedback sessions during first year
- Access to learning resources on financial technology
- Opportunities to rotate into specialized support areas
Available for eligible candidates depending on country
