Support & Onboarding Specialist – Express

SUMMARY:
Support & Onboarding Specialist – Express 
Location: Cape Town, South Africa (Candidates should ideally be based in the Cape Town area) 
Join an innovative fintech company transforming digital payments. 
Our client is a fast-growing fintech business building modern payment solutions that help businesses accept and manage payments seamlessly. 
 
They are looking for a Support & Onboarding Specialist – Express to join their team and play a key role in helping SME customers successfully onboard, integrate and maximise the value of their payment platform. This role will be responsible for guiding customers through their implementation journey, resolving queries, and ensuring they have a seamless experience from initial setup through to ongoing platform adoption.

POSITION INFO:
This role is ideal for someone who enjoys working directly with customers, solving problems, managing onboarding journeys and collaborating with technical teams to deliver exceptional client experiences. You will act as a trusted partner to customers throughout their onboarding and support journey, ensuring smooth implementation, fast issue resolution and long-term customer success. Key Responsibilities Customer Onboarding & Implementation Manage end-to-end customer onboarding journeys, ensuring clients are successfully set up and ready to use the platform. Guide customers through implementation processes, configuration and best practices. Support customers during go-live activities and ensure a smooth transition into production. Identify potential onboarding challenges and proactively drive solutions. Customer Support & Issue Resolution Provide first-line support to customers via email, chat and other communication channels. Investigate and resolve customer queries related to platform usage, payments and integrations. Troubleshoot issues and collaborate with technical teams where required. Ensure customer queries are handled efficiently within agreed response and resolution timelines. Product & Platform Expertise Develop a strong understanding of the company's payment products and customer use cases. Educate customers on platform capabilities, features and best practices. Gather customer feedback and identify opportunities to improve the product experience. Support product launches and enhancements. Cross-Functional Collaboration Work closely with Engineering, Product, Sales and Customer Success teams. Escalate technical issues appropriately and ensure customers receive timely updates. Contribute to improving onboarding processes, support workflows and customer experience. About You We are looking for a customer-focused, technically curious individual who enjoys solving problems and helping customers succeed. Essential Experience Experience in customer support, technical support, onboarding, implementation or customer success role . Experience working within a technology, SaaS, fintech, payments or digital platform environment . Strong problem-solving skills with the ability to investigate and resolve customer issues. Excellent written and verbal communication skills. Ability to manage multiple customer requests while maintaining a high level of service. Strong attention to detail and organisational skills. Comfortable working with technical concepts, software platforms and digital products. Experience working with ticketing platforms such as Jira, Zendesk, Freshdesk, Intercom or similar is advantageous. Advantageous Experience Experience with any of the following would be beneficial: Payments or fintech platforms API integrations SaaS products Merchant onboarding Digital banking solutions REST APIs Webhooks Basic SQL Troubleshooting technical issues Customer implementation projects Why Join? This is an exciting opportunity to join a high-growth fintech business where you will: Work with innovative payment technology. Gain exposure to enterprise customers and digital payment solutions. Build expertise across fintech, SaaS and customer experience. Collaborate with talented Product, Engineering and Customer teams. Play a key role in helping businesses successfully adopt next-generation payment solutions. If you are passionate about technology, customer success and solving problems, we would love to hear from you. For more exciting Commercial & C-Suite vacancies, please visit: 🌐 If you have not received any response in two weeks, please consider your application unsuccessful. Your profile will be kept on our database for future opportunities. For more information: Corne Booysen Senior International Recruitment Consultant Connect with me on LinkedIn: