[Hiring] Partner Success Specialist @Mono

Role Description

You will be the first point of contact when a business using Mono needs help. You understand Mono products to the finest details, and you can answer questions, solve account, billing and dashboard issues, triage technical problems to the right team, and make sure every partner gets fast, clear and helpful answers.

What you'll do

• Manage partner and end-user support across email, live chat, Slack channels and other channels within agreed response times.
• Resolve account, dashboard, billing, pricing, KYB and general product questions yourself.
• Triage issues: gather the right details, check status pages and logs you have access to, and route to Integrations, Product, Compliance, or Sales with a complete ticket.
• Follow every escalated ticket through to resolution and keep the partner updated.
• Communicate during incidents: post updates, answer partner questions and close the loop afterwards.
• Spot recurring issues and share weekly trends with Product, Integrations and Account Management.
• Write and update help centre articles, macros and FAQs.
• Track and report support metrics: first response time, resolution time, CSAT and backlog.

What success looks like in 6 months

• First response and resolution times consistently within SLA.
• CSAT at or above target.
• A help centre with clear articles for the top 20 recurring questions as they change.
• A weekly support insights report that Product and Integrations actually use.

Qualifications

• 2 to 4 years in customer support, ideally within a startup/tech-enabled business environment.
• Customer success experience (within fintech or SaaS is a plus).
• Excellent writer and communicator.
• Regulated, calm, and patient even in high-pressure situations with frustrated customers.
• Proficient with support and knowledge management tools such as Intercom, Slack, Notion, Zendesk, Freshdesk, HubSpot, or similar.
• Curious about how technical things work, with an openness to learn; you can follow basic technical concepts like APIs and webhooks enough to ask the right questions.
• Organised: nothing falls through the cracks on your watch.

Benefits

• Be the voice of Mono for Africa's leading fintechs.
• Grow into an exceptional professional.
• Learn the infrastructure behind Nigerian fintech up close.
• Smart and helpful teammates invested in your growth.