Customer Success Technical Representative

The Role We are looking for a highly motivated and enthusiastic Customer Success Technical Representative to join our dynamic, client-facing team. The candidate must have an understanding of customer service and be able to liaise with customers across various communication channels and mediums. The ideal candidate thrives on being in the face of customers and giving them the attention and care they deserve as part of our platinum customer service expectations. We are looking for someone who has had experience in the payments industry and is familiar with how to give platinum service to our customers no matter how large or small they are. The ideal candidate will be able to take responsibility, solve problems, and be able to direct issues which arise on a daily basis to the correct team within the organisation according to the processes that are already in place. Key Responsibilities Sandbox & Integration Assistance: Guide prospects and clients through the API sandbox environment, providing hands‑on support and troubleshooting to ensure a smooth and successful integration from the beginning. Technical Relationship Management: Act as a key technical contact for clients during the integration, onboarding and live phases, ensuring a seamless transition and a positive experience. Feedback and Communication: Gather feedback on the API from clients, manage client expectations regarding product enhancements and timelines. Cross‑functional Collaboration: Work harmoniously with the wider team to provide a world‑class experience for our clients, stepping in to support the sales and product teams when needed. Product & Market Knowledge: Maintain a deep understanding of our API, our product suite, and the broader financial services and crypto market to effectively communicate our value proposition and technical advantages. Daily customer engagement: Oversee the daily management of our customer engagement across multiple channels (Slack, Telegram, Email), ensuring accessibility and consistent communication standards. First‑time resolution: Ensure our customers’ queries or complaints are answered with the aim of a first‑time resolution and maintain a 10‑minute maximum response time across all channels. Escalation management: Track responses from clients, create and escape issues as needed, and close issues when completed. Shift coverage: Provide support during the company’s support hours 06:00–20:00 UK, with a future transition to two daily shifts. Skills and Experience Required Passion and interest in fintech and a deep understanding of API‑based products and their integration process. 5+ years of relevant experience in a technical, customer‑facing engineering role. Solid understanding of financial services or crypto, with hands‑on experience in payments and API integrations. Analytical thinker with keen problem‑solving skills and a proven ability to troubleshoot technical issues effectively. Outstanding communication skills, attention to detail, and a professional, customer‑first mindset. Experience with CRM software and comfortable with technical documentation, diagrams and presentations. Adaptable and comfortable with change, demonstrating flexibility to step beyond day‑to‑day responsibilities to support the wider team. Fluent in English; other languages a plus. Experience in a Customer Service environment from the payments sector. Understanding of various payment rails such as FPS, CHAPS, SEPA & SWIFT is an advantage. Disciplined to work remotely if needed and possess strong PC & typing skills. Strong attention to detail, time management and the ability to remain calm and polite when dealing with customers and colleagues. Curious with an eye for improvement and the willingness to go the extra mile for the customer. So, what’s in it for you? 30 days annual leave each year. 4 days per year to prioritize your mental health. 1 company volunteering day per year. Strong benefits package including medical aid, provident fund, an enhanced parental leave policy and more. Opportunities for personal growth and professional development in a dynamic, agile environment. Collaborative hybrid working arrangement with teams in Johannesburg. #J-18808-Ljbffr Framework Ventures