About Stitch
Stitch is a payments infrastructure company on a mission to make it easier for enterprise businesses to connect to the financial system and build better experiences for their customers.
We are expanding the team to enable Stitch to broaden our product offering and extend our geographical footprint.
The Technical Support Engineer bridges the gap between sales and customer support. The role holder ensures that customers are given the correct information and tools when being steered towards go-live, as well as customer satisfaction with Stitch’s products after going live.
Key Responsibilities:
- Work closely with the sales team to understand the customer use-case and ensure a smooth transition from new business (sales) to customer success.
- Own the post-sale onboarding & support process by acting as a bridge between sales, engineering and customers.
- Where relevant, assist customers in the design and monitoring of Proof of Concepts.
- Monitor customers usage and billing to ensure that we are providing them with appropriate support and pricing.
- Prioritise customers based on business context and proactively manage relationships to delight customers at various touch points along the post-sale and growth process.
- Use customer insights to help inform product decisions.
- Identify areas where we could assist customers further (e.g. other use cases) and liaise with sales if product needs to be expanded.
- Alongside all elements of the above, define, own and optimise novel customer success metrics and retention.
Requirements:
- +5 years in a customer-facing role.
- Leadership and organisational management experience.
- A track record of success in account management or fostering partnerships
- Experience in working in B2B SaaS, API or Payments companies.
- Empathy for customer objectives and pain points (i.e. the ability to walk in a customers shoes and understand their biggest problems).
Advantageous:
- Strong network in the local Fintech or Banking space.
- Interest in Open Banking.
- Strong knowledge of customers in various key markets - including South Africa, Nigeria, Kenya, and Ghana.
- Experience in working in B2B SaaS, API or Payments companies.
- Experience operating within a regulated environment, as well as relationships with key stakeholders in it.
- Bonus: Experience building software.
A snapshot of our current stack (HERE):
- Typescript
- Kubernetes
- Node.js
- Puppeteer
- GraphQL
- React
- NextJS
- Nact (actor model)
- IdentityServer4 (dotnet core)
- PostgreSQL
- Github & Github Actions
Benefits & Perks
🏖️ Remote-friendly Work
We recognise and value the importance of enabling remote work and maintaining a globally distributed workforce. We cater to equitable employee experiences for both in-office and remote team members. We remain conscientious about ensuring a level playing field, especially around team events, business meeting practices, and office-driven benefits. While we facilitate remote work, we also see the value in bringing the full team together in person from time to time.
🎨 Stock Ownership
We believe in the power of ownership. That's why every team member becomes a part-owner of Stitch. Our employee stock ownership plan ensures that when the company thrives, you do too.
⏰ Time Off
Taking time off from work is critical to ensure that you can take necessary breaks and have time for important life events outside of work. It also helps you manage your energy better. In line with this, we provide a generous annual leave policy, along with supportive family responsibility, parental, study, and long-tenure sabbatical leave options, designed to accommodate the diverse needs of our team.
📚 Learning & Development Fund
We are committed to the professional growth of our team. Each year, we allocate $3,000 per team member for learning and development, supporting a culture of continuous improvement and skill enhancement.
🩺 Health Insurance Contribution
Recognising the importance of health and well-being, we contribute to health insurance for all team members and provide group health insurance schemes in certain jurisdictions.
💻 Equipment
To ensure our team has the tools they need, new members receive a brand-new Mac laptop along with the necessary peripheral equipment upon joining Stitch.
💜 Employee Assistance Programmes
We care about the well-being of our team. Our Employee Assistance Programmes provide you with the necessary resources and support to not only excel in your job but also to thrive in your personal life. Whether it's counselling, advice, or support services, we're here to help every step of the way.
Other notable benefits and perks
Celebrations for important life and work milestones
Daily team lunches in the Cape Town office
Annual work retreats
New starter dinners
Frequent team and company events
Compliance with POPIA
Our processing of your Personal Information is subject to, and in compliance with, the provisions of POPIA.
Privacy and security of your information
We will process your information only on instructions from you, which we are deemed to have received when you submit information on our website. We will maintain the confidentiality and security of such information per the standards contained in the POPIA, which requires us to adopt reasonable safeguards to protect the integrity and confidentiality of such information from unauthorized access, loss or destruction.
