Customer Success Technical Representative

The Role

We are looking for a highly motivated and enthusiastic Customer Success Technical Representative to join our dynamic, client-facing team. The candidate needs to have an understanding of customer service and be able to liaise with customers across various communication channels and mediums. The ideal candidate thrives on being in the face of customers and giving them the attention and care they deserve as part of our platinum customer service expectations.

We are looking for someone who has had experience in the payments industry and is familiar with how to give platinum service to our customers no matter how large or small they are.

The ideal candidate will be able to take responsibility, solve problems, and be able to direct issues which arise on a daily basis to the correct team within the organisation according to the processes that are already in place.

Key Responsibilities

• Sandbox and Integration Assistance: Guide prospects and clients through the API sandbox environment, providing hands-on support and troubleshooting to ensure a smooth and successful integration from the very beginning.
• Technical Relationship Management: Act as a key technical contact for clients during the integration, onboarding & live phases, ensuring a seamless transition and a positive experience.
• Feedback and Communication: Gather feedback on the API from clients, manage client expectations regarding product enhancements and timelines.
• Cross-functional Collaboration: Work harmoniously with the wider team to provide a world-class experience for our clients, stepping in where needed to support the sales, and product teams.
• Product and Market Knowledge: Maintain a deep understanding of our API, our product suite, and the broader financial services and crypto market to effectively communicate our value proposition and technical advantages.
• Oversee the daily management of our customer engagement across multiple channels (e.g., Slack, Telegram, Email), ensuring accessibility and consistent communication standards.
• Checking any potential tasks or items which have not been fixed.
• Ensure our customers' queries or complaints are answered with the aim of a first-time resolution.
• Ensure we maintain a 10 mins max response time to all customers across all communication channels.
• Treating all our customers as if they are the only customer, responding to their queries timeling, politely, effectively and responsibly, ensuring always to manage expectations in a professional manner.
• Be able to track responses from clients, create and escalate issues as needed, and close issues when completed
• Please note the role does not currently involve shift work so the hours are:
• However the hours will move to 2 shifts per day when we hire another person in the same role. The shifts will ensure coverage for our current support hours between 06.00am to 20.00pm UK hours

Skills And Experience Required

• Must have a passion and interest in fintech and a deep understanding of API-based products and their integration process.
• Must have 5+ years of relevant experience in a technical role, such as a customer-facing engineering position.
• Must have a solid understanding of financial services or crypto, and ideally, hands-on experience with payments and API integrations.
• Must be an analytical thinker with keen problem-solving skills and a proven ability to troubleshoot technical issues effectively.
• Must have outstanding communication skills, attention to detail, and a professional, customer-first mindset.
• Must have experience with CRM software and be comfortable with technical documentation, diagrams, and presentations.
• Must be adaptable and comfortable with change, demonstrating the flexibility to step beyond your day-to-day responsibilities to support the wider team and BCB.
• Fluent in English (other languages a excellent written and verbal communication skills.
• Must have experience in a Customer Service environment from the payments sector
• An understanding of various payments rails such as FPS, CHAPS, SEPA & SWIFT is an advantage
• Disciplined to work remotely if needed
• Good clear and quick communication skills both externally with customers and internally with colleagues
• Ability to remain calm & polite and when dealing with customers and colleagues
• Strong attention to detail and time management
• Excellent PC & typing skills
• Curious and an eye for improvement
• The ability to go the extra mile for the customer to provide world class customer service

So, what's in it for you?

Our people are constantly striving to be the best through operational excellence. The professional development and learning opportunities create an agile, hardworking, conscientious, and knowledgeable team.

The opportunities for personal growth are exponential. You grow as the business grows. The roles and responsibilities are broad and ever-changing, and the dynamism of BCB keeps you engaged and highly motivated.

At BCB, we believe in empowering individuals to create a culture of personal growth, together, and driving empowerment from the bottom up, up-skilling every individual at every level. This means our team has a sense of commonality and belonging, driven by a shared belief in our mission. We're passionate about our business, our people, and providing 360-degree support for success.

• The chance to operate at the forefront of our industry
• Is there a good work-life balance? Absolutely, we take this seriously
• You can talk to anyone in the business as there are no barriers and everyone is accessible
• You will be collaborating with teams in our offices based in Johannesburg on a hybrid working arrangement
• We value team success where every individual can grow and prosper
• 30 days annual leave each year
• 4 days per year to priorities your mental health
• 1 company volunteering day per year
• Strong benefits package including; Medical Aid, Provident Fund, an enhanced Parental Leave policy and more

About BCB Group
BCB Group is a leading provider of regulated payment and trading services in crypto and fiat for the digital asset economy. We provide accounts, cryptocurrency and foreign exchange market liquidity for some of the world's largest, crypto-engaged businesses, including crypto exchanges, liquidity providers, market makers, investment firms, custodians, payment processors and wallet providers.

Our end-to-end suite of products are accessible through our Client Console UI and API. We offer more than 40 fiat and cryptocurrencies, deep trading liquidity, 24/7 instant payments through our instant settlements network, BLINC, and secure crypto services. Our strong focus on compliance matches our technical and business expertise, and we are regulated by some of the world's most respected regulators. Authorised in the UK, France and Switzerland, we place the utmost importance on our regulatory-first institutional principles.

Our leadership team boasts years of relevant, high-level experience at globally-renowned institutions. They combine finance, law, regulatory and technology skills in traditional and crypto financial services with a deep understanding of the new digital asset economy.

Our mission is to create the trusted platform to pay, store, trade and earn fiat and digital assets, globally 24/7