Head of Support



IT, Customer Service
South Africa
Posted on Wednesday, April 19, 2023

About Stitch

Stitch is a payments infrastructure company on a mission to make it easier for enterprise businesses to connect to the financial system and build better experiences for their customers.

We are expanding the team to enable Stitch to broaden our product offering and extend our geographical footprint.

The Head of Support bridges the gap between sales, engineering and customer support. The role holder ensures that customers are given the correct information and tools when being steered towards go-live, as well as customer satisfaction with Stitch’s products after going live.

Key Responsibilities:

  • Provides leadership for the Support Team:
    • Provide training and mentorship to the Support Engineers.
    • Be accountable for the team’s delivery of timely and accurate technical solutions to customers.
    • Ensure depth and breadth of technical skills are maintained across the team to support customer demand.
  • Work closely with the solutions, success & onboarding teams to understand the customer use-case and ensure a smooth transition from new business (sales) to customer success.
  • Own the post-sale support processes by acting as a bridge between onboarding, engineering and customers.
  • Manage & streamline the customer support processes
  • Define, achieve and monitor quarterly goals of the support team
  • Where relevant, assist / educate customers on best practices when dealing with our Support function
  • Lead incident reporting and investigations, liaising directly with customers when needed
  • Work closely with our fraud & risk team to ensure that and user/client reported fraud is dealt with and any fraudulent trends are identified and escalated
  • Monitor & Create customer metrics alongside comms to proactively detect any integration, degradation or conversion issues
  • Monitor customers usage, SLAS and billing to ensure that we are providing them with appropriate support and pricing - a primary focus will be placed on Enterprise clients
  • Prioritise customers based on business context and proactively manage relationships to delight customers at various touch points along the post-sale and growth process.
  • Use customer insights to help inform product decisions.
  • Assist in automating any manual support operations to promote scalability of the support function
  • Identify areas where we could assist customers further (e.g. other use cases) and liaise with sales if the product needs to be expanded.
  • Alongside all elements of the above, define, own and optimise novel customer success metrics and retention
  • Managing the support/on-call roster with engineering to ensure team and operational coverage


  • 7+ years in a customer-facing role.
  • Leadership and organisational management experience.
  • A track record of success in account management or fostering partnerships
  • Experience in working in B2B SaaS, API or Payments companies.
  • Empathy for customer objectives and pain points (i.e. the ability to walk in a customer's shoes and understand their biggest problems).
  • Hands on technical experience such as log and data analysis


  • Strong network in the local Fintech or Banking space.
  • Interest in Open Banking.
  • Strong knowledge of customers in various key markets - including South Africa, Nigeria, Kenya, and Ghana.
  • Experience in working in B2B SaaS, API or Payments companies.
  • Experience operating within a regulated environment, as well as relationships with key stakeholders in it.
  • Bonus: Experience building software and/or test automation.

A snapshot of our current stack (HERE):

  • Typescript
  • Kubernetes
  • Node.js
  • Puppeteer
  • GraphQL
  • React
  • NextJS
  • Nact (actor model)
  • IdentityServer4 (dotnet core)
  • PostgreSQL
  • Github & Github Actions


🏖 Remote-Flexible

At Stitch, we want our team members to be able to work from anywhere. As a business with continental (and eventually global) ambitions, we firmly believe that putting the best team together involves letting both current and future Stitches work from where they want to. You’ll have the opportunity to work from one of our offices (Cape Town & Johannesburg) if you wish or remotely. Remote team members will have the opportunity to visit our offices regularly where we have team lunches every day! 🍜 Friends, family, pets - everyone's invited!

🎨 Stock Options

We want to ensure that you own a part of this company, as your work will drive the fabric of the business.

🩺 Medical Aid

Stitch contributes and provides medical aid coverage for all team members.

💻 Equipment

All Stitchers receive a state of the art laptop (e.g. MacBook Pro) along with a $200 budget to spend on a keyboard and mouse of your choice.

🔥 Culture & Values

Stitch has a culture that emphasizes sustainable processes, kindness, and work-life balance. We value diversity in all its forms and believe that a broad range of lived experiences makes our team and product stronger. This is especially important to us as our leadership team includes diverse racial backgrounds and members of the LGBTQ+ community.

Our Investors

Stitch is a well-funded venture-backed startup. Our network of global investors include the co-founders of Venmo, Klarna and Flutterwave, and founding team members from Plaid and Revolut.

Our network of investor funds include firstminute capital, Raba Partnership, CRE and Village Global, bringing backing from LPs such as Bill Gates, Mark Zuckerberg, Eric Schmidt and Jeff Bezos.

This funding gives us the capital to make sure that all employees are empowered to do their jobs, and incorporates industry veterans who will help us grow and operate a multinational fintech startup.

👩🏾‍💻 Developers!

We care deeply about developer experience and aim to provide tools and systems that software engineers will rave about. The team has collectively had a great deal of experience building fintech and developer-facing products in Africa and other emerging markets.