Customer Solutions Manager [Remote | EMEA]

Company Overview:

MoneyHash is Africa and the Middle East’s first all-in-one flexible payment orchestration and revenue operations platform, covering all of a merchant's payment needs. We're focused on delivering cutting-edge solutions to help our merchants build, optimize, and scale their payment infrastructure at any stage of growth. We believe in providing a seamless experience for our merchants through expert technical support that drives success.

What We're Looking For:

We’re seeking a Customer Solutions Manager to support merchants through the technical aspects of their onboarding and ensure continued success post-launch. Our ideal candidate has a solutions architect background, enabling them to handle complex issues and provide advanced technical solutions, ensuring customer problems are resolved efficiently.

At MoneyHash, all team members shape our vision and culture. We value:

• Respect: We are a global team—we value diversity and seek the good in people. We expect empathy and respectful relationships with others.
• Humility: We welcome open discussion and candid feedback. We expect all team members to be ego-free and committed to personal and team growth.
• Flexibility: Comfort in fast-paced environments is essential. We seek self-starters who quickly get up to speed and rise to any challenge.
• Willingness to Learn: We value a growth mindset, where mistakes are part of the journey to success.

What You'll Be Doing:

As the Customer Solutions Manager, you will be the primary point of contact for merchants, helping to resolve technical issues, answering product-related inquiries, and proposing solutions before escalating to the engineering team. You’ll ensure a smooth customer experience by:

• Acting as the main technical contact for customer inquiries and issues, providing prompt, efficient responses.
• Analyzing and triaging technical issues, resolving them when possible, before escalating to engineering.
• Using your solutions architect background to provide technical insights and help customers configure and optimize our products.
• Collaborating closely with engineering, product, and sales teams to ensure timely and effective issue resolution.
• Managing support tickets, ensuring timely resolutions, and maintaining accurate documentation of support requests.
• Providing customer feedback to product and engineering teams to drive continuous improvement and feature development.
• Developing and maintaining a knowledge base of common issues and solutions to streamline support.
• Training and onboarding customers, ensuring they fully understand and utilize the platform's capabilities.
• Proactively identifying potential issues and offering preventative support.

Qualifications:

• 5+ years of experience in customer support or technical solutions roles, preferably in SaaS, fintech, or payments, with an emphasis on payment integrations and cross-border transactions.
• Strong technical background, ideally with previous experience as a Solutions Architect or in a related role.
• Proven ability to troubleshoot and resolve technical issues, with a clear understanding of when to escalate to engineering.
• Experience with ticketing systems and support processes to ensure issues are tracked and resolved efficiently.
• Excellent communication skills, with the ability to explain technical concepts to both technical and non-technical customers.
• Analytical thinker with a metrics-driven mindset.
• Ability to collaborate effectively across teams, including engineering, product, and sales.
• Strong organizational skills, with the ability to manage multiple priorities in a fast-paced environment.

Preferred Skills:

• Experience in fintech, payments, or financial services.
• In-depth understanding of technical integrations and APIs, or experience in solution design.
• Prior experience in a startup or high-growth company.

Why Join Us?

• Be part of a dynamic, fast-paced team driving payments innovation in emerging markets.
• Opportunities for growth and professional development.
• Competitive salary and benefits package.
• Flexible working environment.