Senior Technical Support Manager at a Leading all-in-one Fraud and Compliance Platform - The People Practice

The People Practice - Our client, a leading all-in-one fraud and compliance platform for financial institutions and fintech, is recruiting to fill the position below:

Job Title: Senior Technical Support Manager

Location: Lagos
Employment Type: Full-time

Summary

• We are looking for a Senior Technical Support Manager who will play a pivotal role in ensuring the success of our customers by providing advanced technical assistance, managing key accounts and driving customer satisfaction. 
• The ideal candidate will serve as a bridge between our technical and customer success teams, ensuring that customer issues are resolved efficiently while also helping customers maximize their use of our platform.
• This role is ideal for someone with a strong technical background, experience in customer success, and the ability to troubleshoot complex issues while fostering strong client relationships.

Responsibilities
Technical Support & Troubleshooting:

• Serve as the primary point of contact for technical escalations and troubleshooting issues related to the organization's Platform.
• Diagnose and resolve technical issues, working closely with engineering and product teams to escalate when necessary.
• Maintain deep product knowledge to provide accurate resolutions and proactive guidance to customers.
• Analyze recurring customer issues and collaborate with the development team to implement long-term solutions.
• Ensure timely responses to support tickets, adhering to SLAs and best practices.

Account Management & Customer Success:

• Develop strong relationships with key accounts, ensuring their needs are met and maximizing their satisfaction.
• Guide customers in best practices, onboarding, and optimizing their use of our platform.
• Monitor customer engagement and proactively identify opportunities to enhance their experience.
• Work cross-functionally with sales, product, and engineering teams to ensure a seamless customer journey.
• Provide insights and feedback from customers to inform product improvements and feature enhancements.

Process Improvement & Documentation:

• Maintain and update knowledge base articles, FAQs, and technical documentation to improve self-service options for customers.
• Identify gaps in existing support processes and recommend improvements to enhance efficiency.
• Train and mentor junior support associates to improve overall team performance.

Qualifications

• Interested candidates should possess a Bachelor's Degree with 3 - 5 years of experience in technical support, account management, or customer success, preferably in a SaaS, fintech, or tech-driven company.
• Strong technical background in troubleshooting APIs, databases, cloud platforms, or enterprise software.
• Experience working with CRM tools (e.g., Zendesk, Salesforce, HubSpot) and ticketing systems.
• Ability to read and analyze log files, error reports, and system configurations to diagnose issues.
• Customer-centric mindset, with a track record of building and maintaining positive client relationships.
• Familiarity with scripting or coding (e.g., SQL, Python, PHP, or JavaScript) is a plus.
• Experience working with cross-functional teams including sales, product, and engineering.
• Ability to work independently, prioritize multiple tasks, and thrive in a fast-paced environment.

Must have skills:

• Excellent communication skills – able to translate complex technical issues into simple, customer-friendly solutions.
• Ability to work independently, prioritize multiple tasks, and thrive in a fast-paced environment.

Application Closing Date
30th May, 2025.