Who we are:
At Mambu, we believe that banking and financial services can change the world for the better. We also know that inflexible systems are slowing innovation and limiting impact. We’re on a mission to change that, to make banking work better for everyone.
Join us as we bring banking and financial services technology into the digital-first world. Where our best-in-class, cloud-banking platform is igniting financial change globally. Where we are enabling our customers to build great banking experiences for their customers; in a faster, more flexible and more dependable way than ever before.
If this mission drives you, if you are bold, curious, customer-obsessed and ready to embrace a challenge, then we want you on our team.
At Mambu our people are the foundation! We prioritise continuous learning and development to empower Mambuvians for success and growth. We provide a learning budget by function for professional development and offer a comprehensive L&D program that enhances both technical expertise and soft skills.
Let’s rewrite the rules of banking together!
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;
- 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 Mambu knowledge base, ensure knowledge repository is maintained and built on both functional and technical functionality to ensure adequate support allocation and understand how queries affect customers.
- Drive product reliability improvement effort across Mambu by ensuring close feedback loop with product teams, continuously sharing their product performance status, insights and challenges.
- Be an ambassador of Support Lead culture and mindset in Mambu.
What you’ll bring:
- Proven experience working on and/or leading a Support Team or Customer Success Team in the financial services sector or a similarly regulated environment
- Experience working with IT Operations
- Operational experience working with SLAs of mission critical SaaS or ASP solutions for enterprises (e.g. in financial services, Telco providers or Health Care)
- Ability to work flexible shifts (including weekends)
- Excellent written and verbal communication skills
- Experience in incident analysis, including reporting, demand reduction.
Your future
We aim to be the leading cloud-banking platform, powering the future of banking and igniting financial change globally. If you want to join a collaborative, inclusive team of experts changing the lives of billions, this is where you belong.
The base salary for this position is €3.750 gross (before taxes) monthly. This is a full-time equivalent target rate for Lithuania only. Actual rate offered will vary depending on the nature of the role and the breadth of skills and expertise the candidate brings to the role relative to existing Mambuvians.
For the rest of the locations where we advertise this role, the starting salary will be discussed during the recruitment process.
Let's connect!
Follow Mambu on LinkedIn for the latest Fintech trends and success stories. Connect with us on Facebook, Instagram, and YouTube to experience our vibrant culture. Explore our mission, values, and the world we're building at mambu.com/careers.
Follow the work of our Product and Engineering teams as they continuously make our products and platform bigger, better, faster and stronger. Check out our Medium Product & Tech Log.
As part of the recruitment (or HR onboarding) process, you will be required to obtain authorised 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.
Don’t meet every single requirement? Studies have shown that many job seekers (including women, people of colour and people from diverse backgrounds) are reluctant to apply to jobs unless they meet every single qualification.
Here at Mambu we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
Mambu is committed to working with and providing equal opportunities to people with disabilities. If you have a medical condition or disability which inhibits your ability to complete any part of the application process, and are in need of a reasonable adaptation of the process to accommodate your needs, please contact us at talent.acquisition@mambu.com and let us know how we may assist you.
