Job Description
Roles & Responsibilities
Mamo exists to help businesses get paid and move money without friction. When there s friction in that flow, customers feel it immediately a payment that won't process, an integration that breaks , a custom setup requirement that we don t support yet. That's where you come in. You'll be the person who picks up the problem, figures out what's actually happening under the hood, and explains it clearly to someone who just wants their business to work. The technical and the human, in equal measure.
What you'll do
- Own all types of customer issues end-to-end from general support questions to complex technical investigations
- Diagnose technical problems across payments, APIs, and integrations: read logs, trace transactions, identify where things broke and why
- Translate what you find into plain language that makes sense to a non-technical customer
- Work closely with product and engineering to escalate and document bugs, patterns, and recurring issues
- Hold the quality bar high every interaction should leave the merchant better off than before they reached out
- Collect customer feedback and share it with the team to help us improve our products and optimize the user experience
Desired Candidate Profile
- At least 2 years of experience in technical support where you've done the hands-on diagnostic work before, not just ticket triage
- Solid understanding of the payments landscape: how transactions flow, what happens at each step, where things go wrong
- Comfort with APIs and integrations you can read documentation, understand error codes, and spot a misconfigured webhook
- Clear, patient communicator you don't hide behind jargon and you don't lose people in technical detail
- Someone who takes ownership; a problem that lands with you doesn't leave until it's solved
- You have an innately investigative and curious nature
- Excellent written and verbal communication
- You re resourceful, and you have a get-things-done attitude
- You lead with empathy and have compassion for humans trying to figure things out. Seeing a problem from the customer's side is half of solving it.