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Customer Experience & Quality Specialist
Full-time
Cymonz is a specialist provider of cross-border payments infrastructure, enabling banks, fintechs, remittance providers, and financial institutions to launch and scale international payment services. The Customer Experience & Quality Specialist is a cross-functional role spanning customer support, quality assurance, and platform tooling, ensuring customers get the most from Cymonz while contributing to the quality and reliability of its services.
Customer Experience & Support
Deliver exceptional support through timely, professional, solution-focused communication.
Manage incoming support requests, including triage, issue replication, prioritisation, and coordination with Product and DevOps.
Keep customers informed throughout the lifecycle of support requests, enhancements, and issue resolution.
Develop and maintain support documentation, user manuals, and standard operating procedures.
Prepare and deliver customer reporting, including SLA and operational performance reports.
Monitor support metrics and identify opportunities to improve service delivery.
Quality Assurance
Test new features, enhancements, and fixes before production release.
Design, develop, and maintain automated test suites with the Product team.
Identify opportunities to improve testing processes, automation coverage, and release quality.
Participate in release planning and deployment activities to ensure delivery meets acceptance criteria.
Work with DevOps and Product to identify issues and root causes early.
Platform Tooling
Administer and improve how Cymonz uses platforms including Zendesk, Confluence, Datadog, and Better Stack.
Configure workflows, dashboards, and reporting to improve team efficiency and customer visibility.
Identify opportunities to streamline processes and improve service delivery.
