Senior Customer Support Agent (Payment Gateway / Fintech)

Our client is an innovative fintech company transforming the payments landscape through cutting-edge financial technology solutions. Specialising in instant EFT payments, Open Banking integration, seamless payout processing, and comprehensive reporting tools, the company enables businesses to streamline transactions and improve cash flow management. With a focus on mobile-first technology, enterprise-grade security, and reliability, our client delivers secure, efficient, and scalable payment solutions designed to meet the evolving needs of modern businesses.

  

Role Overview

Our client is seeking an experienced Senior Customer Support Agent to resolve complex merchant queries and technical payment issues across its payment gateway. You will be a key escalation contact for enterprise and whale merchants, coordinate merchant communication during incidents and work with technical teams to prevent recurring problems.

  

The role suits someone with strong payment processing knowledge, sound judgement and the ability to communicate clearly under pressure. You will also support the development of other agents and deputise for the Customer Support Team Lead when required.

  

Job Type: Full Time/Permanent

Location: Cape Town

Workplace: Onsite/Shift Work

  

Requirements

• A post-school diploma or degree in IT, computer science, engineering, business or finance, or equivalent relevant experience.
• ITIL Foundation or Intermediate certification, with practical incident and problem management experience, and a recognised payments or card-industry certification.
• 3–6 years’ experience in technical or application support, including at least 3 years in payments, fintech, banking or a payment gateway environment.
• Proven experience managing incidents and recurring problems on a merchant-facing or customer-facing platform, including merchant communication during live incidents.
• Third-line support or specialist escalation experience at a payment gateway, acquiring bank or payment service provider would be advantageous.
• Experience supporting enterprise customers, deputising for a team leader or working with external technology partners would be advantageous.

  

Essential technical knowledge

• Card payments, card scheme rules, chargebacks and the evidence and deadlines required to respond to disputes.
• Transaction tracing across card payments, Instant EFT, PayShap and bank account payments, including double-entry transaction records.
• REST APIs, hosted checkout, plugins, software development kits (SDKs), webhooks and callbacks.
• Root cause analysis, incident escalation and the technical information Engineering needs to investigate a fault.
• Secure data handling, access controls and the practical application of POPIA and PCI DSS in customer support.

  

Working requirements

Excellent written and spoken English, with the confidence to communicate with senior merchant stakeholders. Availability to work rostered shifts from Monday to Sunday, including standby and incident callouts as required. The role is subject to role-related criminal and credit screening. POPIA and PCI DSS training is completed at induction and refreshed annually.

  

The person they are looking for

An analytical, accountable support professional who remains calm during incidents, takes ownership of merchant follow-up and works constructively across teams. You should communicate honestly, raise risks and delays early, and maintain quality and data protection standards under pressure.

  

Key responsibilities

• Investigate complex payment and integration issues, trace transactions and distinguish card scheme or acquiring bank issues from platform defects.
• Keep merchants informed during incidents, assess the impact on their operations and coordinate updates and follow-up communication.
• Provide dedicated senior support to enterprise and whale merchants, working alongside Relationship Managers to meet agreed service levels.
• Work with Product, Engineering, Infrastructure, Risk and Finance to identify root causes, track corrective actions and escalate delays.
• Prepare clear, complete technical escalations and maintain accurate support documentation and knowledge base content.
• Coach support agents, strengthen troubleshooting skills and assist with daily operations, shift planning and escalations when deputising for the Team Lead.
• Use elevated system access responsibly, protect customer and payment data, and maintain complete, auditable support records.