Application Support Manager

Electrum is an exciting B2B FinTech company. We build build cloud-based transaction processing technology that is used by banks, retailers and MNOs. We partner with some of South Africa’s biggest household names, enabling them to open up their customers’ access to payments and digital goods and services. We love that the projects we work on touch the lives of millions of South Africans every day, making a real difference.

We hire top talent and offer great opportunities for personal growth and career progression. You will be joining a dynamic, skilled and delivery-focused organisation. Our work environment is relaxed yet results-driven. Side benefits include a trendy office space, free healthy cooked lunch and regular team get togethers.

The Role

If you are passionate about both customer service and technical excellence, becoming Electrum’s Application Support Manager could be the next to grow your career.

You will be responsible for building and managing Electrum’s application support team. This position is a key hire for Electrum as it directly affects our brand promise of high levels of up-time and customer satisfaction. You will be working directly with customers and internal stakeholders to develop, implement and maintain policies and procedures in supporting services in production.  You will be a key customer escalation point within the business and for our customers. 

People Management and Leadership:

• Manage and scale the application support team through hiring and retaining top talent
• Provide guidance and direction to the team
• Advocate for personal and career goal development of the team
• Measure individual and team performance against metrics
• Work with the leadership team and application support team to develop a long-term strategy and vision for applications support aligned to Electrums goals
• Create and maintain  framework  that ensures goals are tracked and achieved
• Partner with cross-functional teams to develop scalable support processes
• Build relationships internally and with customers
• Manage and track support costs

Technical:

• Ensure all customer cases are responded to within SLA
• Continuous improvement to the team's processes, support service delivery and tools
• Use root cause analysis and trends to proactively resolve of common issues
• Improve the support process by driving internal and 3rd party service review meetings covering performance, service improvements, quality and processes
• Act as the customer escalation contact, and ensure that such escalations are addressed appropriately
• Contribute to the support knowledge base

This position provides the opportunity to be part of a successful and dynamic company and have the opportunity to gain deep knowledge of payments technology along with further developing your service delivery and cloud technology expertise.