Product Support Specialist

Our client is a fintech startup in the virtual card space, working with several large clients to power payment enablement. They build B2B fintech products that make payments seamless, and they partner with some of the largest financial institutions in Africa and the world to build from the ground up.

Role Overview

As a Product Support Specialist, you will serve as the first point of contact for customers, providing exceptional support while investigating and resolving complex payment-related issues. You will manage enquiries across multiple systems, including payment declines, reconciliation discrepancies, 3DS authentication flows and cross-border settlements, working closely with internal teams and external partners to ensure timely resolution. This role requires strong analytical skills, attention to detail and a commitment to delivering a seamless customer experience from initial enquiry through to resolution.

Job Type: Full time | Permanent

Location: Cape Town

Workplace: On site

Requirements

• Prior experience in customer support, fintech or QA.
• Customer-focused with a strong commitment to providing clear, meaningful support.
• Curious and investigative, with an interest in payments, cards, banking and problem-solving.
• Strong communication skills, with the ability to explain technical issues clearly to both customers and technical partners.
• Sharp thinker with initiative, accountability and a willingness to learn. 

Responsibilities

• Manage frontline customer conversations across multiple channels with empathy, clarity and simple communication.
• Triage and resolve customer issues according to severity, ensuring tickets remain active until resolved.
• Investigate transaction-level issues, including payment failures, reconciliation gaps and partner-related queries.
• Gather evidence and escalate clear, actionable cases to partners, Product and Engineering.
• Coordinate with external partners until issues are fully resolved.
• Track partner feedback, enhancement requests and recurring issues.
• Support KYB/FICA onboarding, Transaction Monitoring and SARB cross-border reporting.
• Run UAT on new features, support QA releases and communicate release plans to customers.
• Maintain and improve playbooks and SOPs to support consistent, efficient issue resolution.