Mambu is the SaaS banking engine powering innovative loan and deposit products, the lean alternative to cumbersome core banking systems. Helping clients to successfully start up business ventures, transform existing operations, launch new products and expand into new markets.
Mambu provides financial institutions of all sizes with the agility to rapidly design, launch, service and scale their banking and lending portfolio. We believe that a great company is built on great people. We are proud to have brought together incredibly bright minds to help make financial services ready for the 21st century. Our clients understand what it takes to succeed in a fully digital world and our team is a trusted partner in their endeavours.
To continue our success story we are looking for an enthusiastic and passionate Senior Customer Support Manager to lead and inspire our support team in ensuring outstanding customer service.
What you'll be working on:Taking ownership of APAC’s customer support function and its team, processes and toolsManaging resolution and customer communication for P1 & P2 incidentsAnalysing, prioritizing and assigning customer support ticketsIn coordination and collaboration with the EMEA and Americas regions: Setting up escalation structures and proactive customer communication Establishing Customer Satisfaction goals and creating engaged customers Establishing and applying both internal and external Service Level Agreements Researching, recommending and implementing new tools for improving our existing processes
You need to have:Background in enterprise software solution or a finance domain (internal IT service desk)Profound experience working on and leading a Support Team in the financial sector or similarExperience in working on and leading a Support Team and coordinating with other business functions to ensure customer excellenceOperational experience working with SLAs of mission critical SaaS or ASP solutions for enterprises (e.g. in financial services, Telco providers or Health Care)Exceptional communication and team collaboration skills in EnglishHands-on approach to challenges and resolving these in a teamExcellent time management and organisational skills
It would be great if you also had:Working knowledge of tools such as Salesforce Service Cloud or similar customer support softwareITIL certification related to service desk management
Why Mambu?Mambu has over 180 live deployments, helping to revolutionise financial services in more than 45 countries globally, and we're just getting started. Our clients include FinTech innovators, traditional banks, business and consumer lenders as well as P2P platforms who are all looking to grow and scale. We understand nothing ensures our customers' success more than a happy team, so Mambu is built on a culture of trust and a sense of ownership in everything we do.Mambu proactively takes the initiative to improve the industry for the better.