Technical Operations Manager at Ozow

Ozow, a leading fintech company, is seeking a technically skilled and service-oriented Technical Operations Manager. The role primarily focuses on delivering a world-class merchant and customer experience. The successful candidate will manage technical, and operational responsibilities.

The Technical Opertations Manager will oversee the day-to-day operations, making sure seamless support for merchants and internal stakeholders. He will also maintain and optimize Salesforce for incident tracking and resolution.

Role Involves:

• Owning and streamlining the end-to-end incident management process.
• Monitoring, tracking, and reporting on escalation paths for customer support issues.
• Overseeing the day-to-day operations of the team.
• Training and supporting the team.
• Maintaining and optimizing Salesforce.
• Establishing, measuring, and monitoring technical support KPIs and metrics.

Requirements:

• 3+ years of team leadership experience in support functions.
• 5+ years in customer and technical support.
• A bachelor’s degree in IT or similar.
• Experience working in a technical business.
• Experience handling escalated technical issues.
• Proficiency in CRM systems (Salesforce preferred).
• Excellent project management skills.
• Exceptional communication and interpersonal skills.
• A proactive, solutions-oriented mindset.

Ozow offers:

• Healthy breakfast, lunches, and snacks
• Monthly team connects
• On-site Barista
• Birthday Leave
• Medical aid subsidy (permanent staff)
• Group Risk Insurance (permanent staff)
• Generous paid annual leave
• Learning and Development opportunities
• Mentorship programme
• Quarterly team building
• Community initiatives
• Employee gifting
• Access to cutting edge technology