Tech Support Lead

Tech Support Lead

Nairobi, Kenya

Credable is transforming financial services in emerging markets with its best-in-class Digital Banking Platform. We help partners launch financial products by embedding them into digital channels their customers already use.

The result is a win-win-win for partners, customers, and Credable. Having deployed across multiple markets in Africa, we’ve proven our platform meets a critical need and is driving us toward our core objectives:

• Democratizing financial services by reaching over 500 million people.
• Becoming the most trusted source of data in emerging markets.

The Role:

Our 2025 roadmap and OKRs are ambitious and focused around tripling our live portfolio, while also diversifying our products in terms of markets, partners, and outcomes. 

The Tech Support Lead will be responsible for managing and overseeing the technical support function, ensuring seamless resolution of customer and internal technical issues. This role will involve leading a team of support engineers, optimising support processes, and collaborating with cross-functional teams to enhance user experience. The ideal candidate will have strong technical expertise, leadership skills, and a customer-first mindset to drive operational efficiency and service excellence.

Key Responsibilities:

• Lead and mentor the tech support team, ensuring high performance, professional growth, and continuous skill development.
• Oversee troubleshooting and resolution of customer and internal technical issues, ensuring timely and effective solutions.
• Develop and implement best practices for incident management, problem resolution, and escalation procedures.
• Collaborate with engineering, product, and operations teams to address recurring technical challenges and improve system reliability.
• Monitor support metrics and KPIs, ensuring service levels and response times meet company standards.
• Maintain and improve technical documentation, including FAQs, troubleshooting guides, and system knowledge bases.
• Act as the key escalation point for critical technical issues, coordinating responses and ensuring timely resolution.
• Drive automation and efficiency improvements in support workflows, leveraging tools and technology to optimise processes.
• Stay updated on emerging technologies and industry trends to continuously enhance the technical support function.
• Ensure compliance with security policies and data protection regulations in all support activities.

Person Specification:

• Strong troubleshooting skills across cloud-based platforms, APIs, and enterprise software.
• Experience managing support teams, including coaching, performance tracking, and workflow optimisation.
• Proven expertise in incident management, escalation handling, and resolution of technical issues.
• Proficiency in support tools and ticketing systems such as Jira, Zendesk, or Freshdesk.
• Familiarity with networking, databases, and system integrations, particularly in a fintech or SaaS environment.
• Excellent communication and stakeholder management skills, with the ability to translate technical issues into business context.Experience in fintech or financial services, particularly with payment platforms, digital lending, or banking APIs.
• Knowledge of DevOps and cloud environments (AWS, Azure, or Google Cloud).
• Experience with automation tools and AI-driven support solutions to improve efficiency.
• Technical background in scripting or coding (e.g., Python, SQL, Bash) to support debugging and automation.
• Understanding of cybersecurity principles and best practices in tech support.
• ITIL certification or other relevant support/process improvement certifications.

We’re thrilled to have you join us as we reshape the financial landscape in emerging markets.
We believe in equal opportunities, we welcome applications from diverse backgrounds.