Support Partner LATINA

Support Partner
Latina
Lazio, LATINA

Who we are:

At Mambu, we believe that banking and financial services can change the world for the better.

We also know that inflexible systems are slowing innovation and limiting impact.

We're on a mission to change that, to make banking work better for everyone.

Join us as we bring banking and financial services technology into the digital-first world.

Where our best-in-class, cloud-banking platform is igniting financial change globally.

Where we are enabling our customers to build great banking experiences for their customers; in a faster, more flexible and more dependable way than ever before.

If this mission drives you, if you are bold, curious, customer-obsessed and ready to embrace a challenge, then we want you on our team.

At Mambu our people are the foundation!

We prioritise continuous learning and development to empower Mambuvians for success and growth.

We provide a learning budget by function for professional development and offer a comprehensive L&D program that enhances both technical expertise and soft skills.

Let's rewrite the rules of banking together!

What you'll do:

- Act as a communication lead during major incidents, act as a point of contact for escalations regarding incidents.

- Take ownership of the customer support function, processes and tools.

Provide additional support for premium customers;

- Immediately act upon incidents: collect information, troubleshoot and resolve, when possible.

Escalate and involve required teams if needed;

- Facilitate support triage between internal teams including technical support and product owner representatives.

Collaborate with relevant teams within Mambu and proactively communicate with customers.

- Fully understand and diagnose a specific incident in terms of business priority, take appropriate action to get this resolved using available skills, knowledge, people and processes.

- Assess the area proactively to ensure existing processes are validated and improved where possible.

- Interact with customers to explain Mambu's support services and manage their expectations;

- Continuously build Mambu knowledge base, ensure knowledge repository is maintained and built on both functional and technical functionality to ensure adequate support allocation and understand how queries affect customers.

- Drive product reliability improvement effort across Mambu by ensuring close feedback loop with product teams, continuously sharing their product performance status, insights and challenges.

- Be an ambassador of Support Lead culture and mindset in Mambu.

What you'll bring:

- 5+ years of experience working on and/or leading a Support Team or Customer Success Team in the financial services sector or a similarly regulated environment

- Operational experience working with SLAs of mission critical SaaS or ASP solutions for enterprises (e. g.

in financial services, Telco providers or Health Care)

- Ability to work flexible shifts (including weekends)

- Excellent written and verbal communication skills

- Bachelor's Degree in Business, Finance, Accounting or related field

- Experience in incident analysis, including reporting, demand reduction.

**Your future

- We aim to be the leading cloud-banking platform, powering the future of banking and igniting financial change globally.

If you want to join a collaborative, inclusive team of experts changing the lives of billions, this is where you belong. _

For the rest of the locations where we advertise this role, the starting salary will be discussed during the recruitment process.

**Let's connect!

Follow the work of our Product and Engineering teams as they continuously make our products and platform bigger, better, faster and stronger.

Check out our Medium Product & Tech Log.

- As part of the recruitment (or HR onboarding) process, you will be required to obtain authorised criminal background and credit screening results, as well as be queried against a sanctions/anti-money-laundering/counter terrorism financing/politically exposed persons screening service and your employment is conditional upon approval of these results. _