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Leads and builds the customer support and success function for a fintech payments business. Responsibilities include managing customer-facing teams, overseeing client onboarding and payment gateway integrations, improving retention and growth, developing client relationships, analyzing customer health and satisfaction metrics, creating reports, and advocating for customer needs with Product and Engineering.

Monitor transactions, investigate suspicious activity, identify fraud trends, and make timely risk decisions to reduce financial and reputational losses. The role involves using fraud detection and monitoring tools, refining rules and alerts, documenting investigations, preparing management reports, and collaborating with Risk, Compliance, Operations, and Merchant Support teams. Candidates should understand online payments, card scheme rules, chargebacks, fraud prevention, and high-risk industries.

Owns end-to-end incident response, L2/L3 security escalation, detection engineering, and administration of enterprise security technologies including SIEM/XDR, EDR, email security, DLP, SASE/VPN, WAF, and DDoS protection. The role manages an outsourced MDR service, supports PCI DSS control implementation and audits, maintains security documentation and playbooks, and mentors operational staff.

Build and lead the company’s Revenue Operations function from inception. Own Salesforce architecture, commercial data standards, funnel and forecast methodology, deal desk operations, pricing governance, contract generation, and reporting. Partner with Sales, Account Management, Finance, Legal, Compliance, and Support to establish scalable processes, enforce commercial controls, improve forecast accuracy, and create a single source of truth. Recruit and manage a Salesforce systems specialist and data and reporting analyst as the function grows.

Oversee daily transaction and settlement reconciliations across payment gateways, processors, and internal accounting systems. Investigate discrepancies involving refunds, chargebacks, fees, reserves, and settlement adjustments; maintain financial controls and audit trails; produce reconciliation and exception reports; and support automation, dashboards, processor onboarding, audits, and regulatory reporting. Collaborate with Finance, Treasury, BI, Operations, processors, banking partners, and merchants while supporting reconciliation team management.

Sources and engages passive candidates, researches talent markets, builds pipelines, conducts initial resume reviews, and maintains accurate ATS records. The role uses Boolean and X-ray searches, LinkedIn Recruiter, social media, networking, and AI tools to improve sourcing efficiency and outreach. Success is measured through pipeline velocity, sourcing conversion, candidate quality, and data accuracy. Strong organization, communication, persistence, collaboration, and adaptability are essential.

Manage a portfolio of merchants throughout the customer lifecycle, from onboarding and adoption to retention, growth, and upselling. Build strategic client relationships, analyze performance, resolve issues, gather feedback, and advocate for merchant needs across internal teams. Prepare reports, track KPIs such as NPS, CSAT, retention, and portfolio growth, identify optimization opportunities, support account management strategy, and contribute to community engagement and educational resources.

Provides independent, end-to-end analytical support to business stakeholders using SQL, Tableau, Python, and AI tools. Retrieves, integrates, validates, and analyzes data from diverse systems; builds and improves dashboards and recurring reports; translates ambiguous business questions into actionable insights; and documents data definitions and methodologies for reproducible, auditable work.

Drive Finera’s payments expansion across MENA and Africa by sourcing regional payment solutions, evaluating and negotiating with PSPs, acquirers, payment institutions, and mobile money operators. Map payment landscapes, identify coverage opportunities, monitor regulatory developments, structure commercial deals, maintain provider matrices, and coordinate with Product, Legal, Compliance, Sales, and Account Management teams through integration and go-live.

Senior Cybersecurity Engineer responsible for end-to-end incident response, detection engineering, L2/L3 escalation, and administration of enterprise security tools including SIEM/XDR, EDR, email security, DLP, SASE/VPN, WAF, and DDoS platforms. Owns the managed detection and response service, oversees SLAs, implements PCI DSS controls, maintains security documentation and playbooks, supports audits, and mentors operational staff.