Support Lead, Americas (Remote)


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Meet Mambu, the SaaS cloud banking platform powering change for financial innovators everywhere.
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If you’re a customer of some of the largest digital global banks, then you’ve probably interacted with our platform and didn't even know it! We are Mambu - SaaS FinTech Unicorn on a mission to revolutionize financial services globally. Your reward if you will join us? A mark on a product used by millions of people!
Meet your teamThe onboarding team is part of the Global Customer Success team who is responsible for supporting and assisting our clients on Mambu’s platform. From being functional & technical experts to delivering strategic alignment & value expectations!

Your role at Mambu:

  • You'll take ownership of America’s customer support function and its team, processes and tools
  • You'll be championing the support team’s customer support  etiquette 
  • You'll analyze, prioritize and assign customer support tickets
  • You'll manage the resolution of incidents to ensure SLA compliance
  • You'll be collaborating with relevant teams within Mambu and proactively communicating with customers
  • You'll facilitate support triage between delivery and internal teams including technical support and product owner representatives
  • You'll Assess the area proactively to ensure existing processes are validated and improved where possible, particularly relating to Incident Response improvement
  • You'll be interacting with customers to explain Mambu’s support services and manage their expectations on SLA requirements
  • You'll facilitate reporting on support services on a monthly/quarterly basis

What you're bringing to the table:

  • You have 5+ years of experience working on and/or leading a Support Team or Customer Success Team in the financial services sector or a similarly regulated environment
  • You have operational experience working with SLAs of mission critical SaaS or ASP solutions for enterprises (e.g. in financial services, Telco providers or Health Care)
  • You have excellent written and verbal communication skills (English and Spanish)
  • Bachelors Degree in Business, Finance, Accounting or related field

Why Mambu?

  • Mambu is the leading Saas banking platform backed by strong capital and a highly dedicated and experienced management team;
  • Mambuvians come from over 30 countries across 6 continents which makes our team diverse in perspective and ideas;
  • With clients and offices around the world, your work will influence change on a global level;
  • Our culture is integral to our success and is built on trust, collaboration and a sense of ownership;Join a cohesive environment that lets you learn, grow and encourages you to challenge;
  • And of course we offer competitive compensation and benefits structure.
Embrace your future at Mambu
We are a diverse group of Mambuvians, and we are growing fast across 30 countries and 6 continents (not enough banks on Antarctica!). Our eyes are on the future, and we believe we can achieve our mission together by working agile, harnessing the latest technology and having a positive impact for future generations by improving the environment we are in. Mambuvians own their career growth, but we like to celebrate our successes together. We’ve got your back on your health, body and mind. Whether it’s our flexible hours or locations, or our 4-day work week over a 3 month period. You work 4 days a week, but get paid for 5.
As a member of the US team, we provide you with:- Competitive benefits package- 100% employer paid Medical, Dental and Vision, Disability Insurance, Life Insurance, 401K- Time to unwind-  Enjoy 20 days of PTO (vacation, sick, personal) and 6 floating holidays (full-time employees only) per year, as well as paid holidays- Cell phone reimbursement and continued education benefits 
More about us:
To stay on top of the latest Fin-Tech trends and our success stories, please follow us on LinkedInFor more details regarding our global career opportunities, please visit Career Site

Job region(s): North America
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