Overview:

Manigo is a Payments and Cards as a Service provider. We offer a full white label turnkey solution to enable businesses to easily introduce financial services into their product offering. We are the only digital banking enabler in the region that covers the whole value chain of the offering, from backend card and payment processing to middleware and integrations, to frontend applications. Backed by active partners such as Mastercard, and operating under the Microsoft Scaleup accelerator program, Manigo is experiencing fast growth from clients across Europe, as the current situation is accelerating digital transformation in banking.

Responsibilities:

Operations Support

  • Support operations lead with all daily tasks, such as BackOffice administration, QA for bugs and new releases, transaction monitoring, basic finance task, and completing internal forms and documentation
  • Support operations lead with projects, such as onboarding new service providers, implementing new services and
  • Reporting bugs and enhancements to Dev Team
  • Champion for promoting internal operation compliance and procedures, such as clear desk and business continuity best practice etc

Client support & servicing

  • Provide first-level technical and operational support by effectively managing all support channels, such as email, chat and occasional calls
  • Quickly and efficiently identify and assess customer needs to achieve customer satisfaction
  • Handle complaints, provide appropriate solutions/alternatives and follow up to ensure a speedy satisfactory resolution
  • Build sustainable relationships of trust with clients through open and interactive communication
  • Strive to achieve customer happiness, deliver the best customer support experience and continuously improve the service offering
  • Produce and maintain client and member support documentation, such as self-help documents and operating procedures
  • Deliver client training for BackOffice and Business portal

Onboarding process

  • Onboarding clients KYB, which includes liaising directly with client and collecting and processing of information
  • Troubleshooting failed KYC applications, acting as a first-level support to diagnose why KYC needs manual approval, following up with client to prepare members for manual approval
  • Maintaining and updating internal compliance records
  • Support operations lead with all onboarding tasks, which will include liaising and managing service providers to meet project deadlines, completing internal and service provider documentation, attend project meetings and bespoke task

Required skills:

  • Proven technical support experience
  • Excellent English language skills
  • Basic project management skills
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication, presentation and active listening skills
  • Ability to multi-task, prioritise, and manage time effectively
  • Ability to excel in a fast-paced start-up environment
  • The ability to wear many hats, with an I can do attitude

Benefits that we offer:

  • Full-time job within a very dynamic international team that appreciates teamwork, proactiveness and curiosity
  • Attractive salary and opportunities for professional advancement
  • Start-up feeling, well-established employer