Support Lead

Who we are:
In the last 10 years, Mambu has been revolutionising banking - making it more accessible, more straightforward and more inclusive for everyone. With fresh funding secured and a near €5 billion valuation we have huge ambitions for ourselves and the whole banking sector.

We bring this same sense of innovation and aspiration to how we support our people. We pioneered the 4 day summer work week, have announced the provision of equity for all and launched Our Mambu Deal to capture how we work with each other and what we offer all Mambuvians.

These are just the beginning. We’ll continue to look for ways to make Mambu an even better place to work.

We’re not here to play it safe.

We’re here to change the world.

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:

- Ensure timely communication and updates to the customers and other teams.
- Escalate potential SLA breaches to the teams involved.
- Actively participate in post-mortems and take actions to prevent incidents from repeating.
- 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 knowledge base:

- Create an extensive knowledge base which could be used across Mambu.
- Ensure knowledge repository is maintained and built on both functional and technical functionality to ensure adequate support allocation and understand how queries affect customers.
- Work closely with other areas to improve the knowledge.
- Drive product reliability improvement effort across Mambu:

- Ensure close feedback loop with product teams, continuously sharing their product performance status, insights and challenges.
- Be vocal about production and specific product performance, ensuring proper level of contribution and engagement from each area in Mambu.
- Be an ambassador of Support Lead culture and mindset in Mambu:

- Share knowledge and best practices in the Support Lead team and across Mambu.
- Enable teams to be more efficient by sharing insights about the performance of the products and supporting them in addressing the gaps.
- Be open and curious, trying to understand the needs and challenges that other teams have.

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)
- Excellent written and verbal communication skills
- Bachelor's Degree in Business, Finance, Accounting or related field
- Experience in incident analysis, including reporting, demand reduction.

**Mambu’s future**
We are a diverse group of Mambuvians, and we are growing fast. Our eyes are on the future, and we believe we can use our technology and our talent to deliver banking experiences for billions that are also sustainable and inclusive and accessible.

**Your future**
We’re also focused on delivering a fantastic working experience for all Mambuvians. We pioneered the 4 day working week between June - August many years ago, and continue to innovate around how work should feel and how it should get done. Our Mambu Deal is how we articulate this relationship of support and dedication which drives us all forward.

**_
Average salary for this position is EUR 45_**
**_,000 _**

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

To stay on top of the latest Fintech trends and our success stories, please follow us on LinkedIn.

To experience more of the Mambu culture in action, you can follow us on Facebook, Instagram or YouTube.
- As part of the recruitment (or HR onboarding) process, you will be required to obtain authorized 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._
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