Tier 1 Support Engineer

We're looking for a Customer Support Tier 1 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.

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.

In partnership with Multichoice, 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.

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.

• 5+ years of prior experience in Tech Support, Payment Ops, Customer Support, or a similar role.
• Strong technical troubleshooting skills.
• Basic knowledge of Linux.
• Familiarity with support tools like Freshdesk/Zendesk (or similar ticketing/CRM systems).
• Excellent communication skills and the ability to work well within a team.
• High attention to detail and strong problem-solving skills.
• Ability to recognize problematic trends and elevate 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.

• 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.

• Equity-based incentives
• Comprehensive health, dental, and vision benefits for you & your family
• Opportunities for career advancement and professional development
• Dynamic and collaborative work environment with passionate team members