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Open nowPosted 3 days ago

Customer Success Engineer

Moment Holdings Limited1 open role

Where
South Africa
Work mode
On site
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Your applicationOpen nowCustomer Success EngineerMoment Holdings Limited · South Africa

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Moment Holdings Limited's own form.

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The clock on this job

Early applications get read.

13.9% of postings close within 7 days. Measured by our own scanner across the market. Moment Holdings Limited postings stay open a median of 13 days.

Share of postings closed within
  1. 2.2%1 day
  2. 4.7%3 days
  3. 13.9%7 days
  4. 22.4%14 days
  5. 38.1%30 days
  6. 59.0%60 days
This job: posted 3 days ago

Moment Holdings Limited median: 13 days open

The posting

Job description

We’re looking for a Customer Success Engineer team member who will be the first point of contact for our customers. This role is about providing exceptional support, solving issues quickly, and making sure every customer interaction reflects the trust, reliability, and care Moment stands for. You’ll be responsible for handling inquiries, troubleshooting technical and payment-related issues, managing tickets from start to finish, and escalating complex cases when needed. If you’re empathetic, resourceful, and enjoy helping people, this role is for you.

About Moment: Africa is at the cusp of an economic revolution. 1.5 billion people are embracing electronic payments, mobile everything, and racing towards a digital transformation that will change the world for the next two decades. While Internet- and banking-penetration have come late to Africa, a youth-driven tidal wave of change is hitting the continent, and global businesses and local champions are in a race to unlock its potential.

Backed by leading investors such as General Catalyst and AlphaCode Ventures, and servicing customers such as the MultiChoice Group,, the largest entertainment platform on the African continent, we are building a payment platform as ambitious as the customers we serve.

This is truly the Moment for Africa.

Our Culture: At Moment, we believe building the future is a team sport; partnership and collaboration lie at the core of everything we do. We take pride in working hard and strive to be world class every day, without forgetting to have a little fun along the way. We’re straight-talkers who prioritize speed of execution over perfection. We’re ok with uncertainty and don’t let it get in the way of making smart decisions quickly. We like to get things done.

We value diversity of thought, culture, and background and strive to build a business and work environment as vibrant as the continent we serve. Changing the lives and unlocking the ambitions of a continent isn’t for the faint of heart - but with a passion for people and a desire to make a lasting impact, we believe we can build an enormous business that also delivers good in the world.

Job Requirements

  • 5+ years of experience in Technical Support, Payment Operations, Customer Support, or a similar role, ideally in payments or fintech.
  • Strong technical troubleshooting skills, with the ability to investigate complex, multi-system issues through to root cause.
  • Hands-on experience testing and troubleshooting APIs including reading request/response payloads, headers, status codes, and error messages.
  • Ability to read and interpret application, server, and transaction logs to trace issues across systems and identify where a failure occurred.
  • Working knowledge of JSON, webhooks, and common API concepts such as authentication, idempotency, and callbacks.
  • Basic knowledge of Linux.
  • Familiarity with support tools like Freshdesk/Zendesk (or similar ticketing/CRM systems), and with monitoring or observability tools such as Grafana or similar dashboards.
  • Excellent communication skills, including the ability to explain technical findings clearly to both engineers and non-technical merchants, and to work well within a team.
  • High attention to detail and strong problem-solving skills.
  • Ability to recognize problematic trends and escalate effectively.
  • “Get things done” attitude and ability to multitask in a fast-paced environment.
  • Ability to work independently with little supervision as well as collaboratively.

Job Responsibilities

  • Handle customer issues through the full ticket lifecycle: acknowledging receipt, triaging/troubleshooting, resolving, and clearly communicating back to the client.
  • Provide end-user support using Freshdesk, following established procedures, macros, triggers, and automation tools.
  • Maintain accurate internal and external documentation to ensure knowledge is always up to date.
  • Contribute actively to our growing knowledge base of articles.
  • Act as a liaison between internal departments (engineering, product, operations) and end-users.
  • When major issues occur, serve as the point of contact to create status reports and provide analysis to high-level managers.
  • Ensure all interactions meet SLAs and uphold customer satisfaction goals.
  • Share customer insights and recurring issues with product and engineering to drive continuous improvement.

Job benefits

  • Competitive salary
  • Equity-based incentives
  • Comprehensive Medical Aid and Group Risk benefits for you and your family
  • Opportunities for career advancement and professional development
  • Dynamic and collaborative work environment with passionate team members
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