Customer Experience & Quality Specialist

About the role

The Customer Experience & Quality Specialist ensures that every Cymonz client receives a seamless, high‑quality experience from onboarding through ongoing support and system enhancements. Working across support, quality assurance and platform tooling, the role helps customers maximise the value of Cymonz’s cross‑border payments platform while contributing to service reliability.

Key responsibilities

• Provide timely, professional, solution‑focused customer support and manage the full lifecycle of support requests.
• Tri­age, replicate, prioritise and coordinate issues with Product and DevOps teams.
• Maintain and update support documentation, user manuals and standard operating procedures.
• Prepare and deliver SLA, operational performance and other customer‑facing reports.
• Monitor support metrics and identify continuous‑improvement opportunities.
• Test new features, enhancements and fixes before production release.
• Design, develop and maintain automated test suites.

Required profile

• Strong initiative, diligence and a genuine commitment to delivering exceptional outcomes for customers.
• Excellent problem‑solving abilities and the capacity to work across multiple disciplines.
• Effective communication skills for keeping customers informed throughout issue resolution.

Required skills