• Who are weKora is the marketplace for everything payments. We offer a robust payment API for payment collections, disbursements and conversions for businesses anywhere in Africa. • Our vision, which is at the core of what we do every day, is to create a world void of digital financial barriers. We are committed to delivering reliable, secure, and easy-to-use digital financial solutions to every single customer with a guarantee that it is improving their lives. To achieve this mission, we need people like you. • As a Technical Support Engineer at Kora, you will be responsible for supporting the timely resolution of our merchants’ technical queries. In this role, you will work closely with the Engineering and Merchant Success teams by assisting merchants with issue resolution and escalating more complex cases to the Engineering team.

• The Support Technician 1 works within our Backup and Disaster Recovery team to provide technical support for backup and disaster recovery systems and serves as the first contact for customers via phone or email. • Manage backup and disaster recovery support tickets promptly and document customer interactions. • Serve as the first contact with customers who need technical assistance via the phone or email. • Perform troubleshooting using different diagnostic techniques and creative thinking. • Troubleshoot, diagnose, and resolve hardware and software issues for cloud-based and customer-facing systems. • Provide quick resolution and excellent customer service. • Redirect unresolved matters to the next level of support. • Provide information on related IT products or services. • Keep records of problems and their solutions. • Follow up with customers and meet prescribed SLAs. • Provide feedback on processes and make recommendations on areas to improve. • Maintain technical documentation and service catalog on the installation of software, the configuration of hardware, and problem troubleshooting. • Perform fixes to Windows server and cloud systems. • Perform post-resolution follow-ups with Level 2 technicians and customers as necessary. • Assist with other customer issues and internal projects as required.

• Effectively manage ticketing queue to ensure timely and accurate responses back to customer inquiries • Work with clients’ technical teams to troubleshoot and resolve issues and provide integration guidance • Work directly with Implementation & Support Engineers and clients to understand and define requirements and configure our products accordingly • Become an expert so you can make recommendations to clients and coach the team to help streamline client processes using our products • Work with Product Managers to communicate bugs, feature requests, and product improvements; act as a liaison between our clients and Product team • Adhere to Service Level Agreements (SLAs) to ensure timely resolutions of tickets • Manage timely and accurate responses via Chat support feature • Ability to analyze and problem solve customer issues while remaining empathetic • Ensure a high customer satisfaction score of 95% or higher • Collaborate with Client Success Managers to mitigate client escalations • Actively review and create internal and client-facing documentation and knowledge base articles

Job Summary: Please enter your job advertisement. If you are using Workday recruitment this is what will be published on the website above the job description. This cannot be formatted with bullet points etc. so please use reader friendly paragraphs. Job Description: Role Overview We are seeking a dynamic, experienced Global Support Manager to lead our distributed support function across the United States and the United Kingdom. This is a critical strategic hire responsible for delivering a high-performing, customer-centric support experience across multiple products, regions, and operating models. Alongside being an active member of the support tea, you will manage a small but growing team: - US support team: 1st Line Case Manager + 1 Technical Support Analyst (both remote) - UK support team: 1 support desk manager and 2 support specialists focused on KxWelcome You will oversee direct support for our KxWelcome student housing product and indirect support for our Conference & Events solution, delivered in partnership with our EMEA core support team. Your goal: build, refine, and scale a cohesive, efficient, and modern global support model that serves customers seamlessly regardless of geography or product line. Key Responsibilities Team Leadership & Management - Lead, coach, and develop a distributed support team across the US and UK. - Build a high-performance culture focused on ownership, collaboration, and continuous improvement. - Manage schedules, capacity planning, and resource allocation across time zones. - Own performance management, training, skills development, and hiring. Global Support Operations - Oversee day-to-day support operations for both direct housing support and indirect C&E support. - Develop and refine workflows, SLAs, escalation paths, and handoff processes between US, UK, and EMEA teams. - Drive standardization of tools, practices, reporting, and documentation across regions. - Partner with the EMEA core business to ensure consistent service delivery for the resold C&E solution. Customer Experience & Quality - Establish and maintain a “frictionless” support experience for all customers. - Monitor support KPIs and customer satisfaction metrics, identifying trends and proactively addressing issues. - Drive rapid and clear communication with customers, especially around high-priority or escalated cases. - Ensure the team maintains deep product knowledge across both housing and C&E products. Process Improvement & Scaling - Build scalable support processes to meet the needs of a growing US customer base. - Implement best-practice support methodologies, automation, and knowledge management. - Collaborate with Product, Engineering, and Customer Success to close the loop on feedback and inform roadmap priorities. - Contribute to global support strategy and long-term planning as the business scales. Cross-Functional Collaboration - Act as the operational bridge between US Support, UK Support, the EMEA Support team, and internal product and technical teams. - Work closely with Sales, Onboarding, and Implementation to align expectations and ensure a smooth customer lifecycle. - Contribute to customer communications, release planning, and incident management. - Qualifications & Experience Required - 5+ years’ experience in SaaS or software support, including 2+ years in a leadership or managerial role. - Proven success leading multi-region or distributed support teams. - Strong understanding of support operations, case management tools, and escalation processes. - Experience supporting technical SaaS solutions (ideally platforms with integrations, APIs, or configuration complexity). - Excellent communication, interpersonal, and stakeholder-management skills. - Ability to operate in a fast-growing, evolving environment with shifting priorities. - Preferred - Experience in higher education, student housing, or conferencing/events technology. - Familiarity with Jira, Salesforce Service Cloud, or similar support platforms. - Background working with both direct-support and reseller/indirect-support models. - What Success Looks Like - A confident, scalable, repeatable global support model. - High customer satisfaction across both US and UK markets. - Clear collaboration and seamless handoffs between US, UK, and EMEA support functions. - A motivated, high-performing support team that consistently meets SLA and quality expectations. - Measurable reduction in escalations and improved case resolution times. Why Join Us? This role offers a unique opportunity to shape the future of global support at a pivotal stage of growth. You’ll influence strategy, build a best-in-class support organization, and improve the experience of thousands of users across higher education and events. Worker Type: Regular Number of Openings Available: 1