Job Description

Leading and managing the technical support function, ensuring the highest levels of operational reliability, client satisfaction, and service quality across the company’s financial technology products and platforms. Overseeing the support team, managing escalations, optimizing support workflows, and acting as the main liaison between internal technical teams and external clients for operational and technical issue resolution. Driving continuous improvement initiatives and contribute to strategic planning for service operations.


RESPONSIBILITIES
  • ·      Manage, develop, and lead the technical support team, ensuring efficient handling of incidents, service requests, and technical inquiries from clients and internal teams.
  • ·      Set and enforce SLAs, KPIs, and operational standards for issue resolution, response times, and client satisfaction.
  • ·      Oversee the escalation process for complex or critical issues, coordinating with Integration...

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