Support Partner Lazio

Support Partner
Roma
Lazio, Lazio

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:

Proven experience working on and/or leading a Support Team or Customer Success Team in the financial services sector or a similarly regulated environment. Experience working with IT Operations. 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. 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.

The base salary for this position is €3. 750 gross (before taxes) monthly. This is a full-time equivalent target rate for Lithuania only. Actual rate offered will vary depending on the nature of the role and the breadth of skills and expertise the candidate brings to the role relative to existing Mambuvians.

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

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