Responsibilities:
- Serve as the primary point of contact for our customers, especially in understanding their technical inquiries, pain points and user journey.
- Lead Customer Support Team.
- Main gateway to Eng, Infra Ops and product in addressing customer needs and problems.
- Build and maintain strong relationships with customers, acting as their trusted advisor and providing exceptional customer service.
- Understand and articulate VIDA's products, technologies, and solutions, and provide technical guidance and support to customers.
- Proactively identify and address customer issues, providing timely solutions and ensuring customer satisfaction.
- Provide strategic guidance to customers, helping them optimise their usage of VIDA's products and solutions to achieve their business objectives, working closely with CSM and BD.
- Collaborate with internal teams, including Engineering and Infra Ops, sales, support, and product, to address customer needs/problems and deliver value-added services.
- Stay updated with VIDA's products, industry trends, and customer requirements, and continuously improve technical knowledge and skills.
- Monitor and track customer usage of VIDA's products and solutions, and provide insights and recommendations to improve customer experience.
- Collect and analyse customer feedback, and communicate customer requirements and feedback to internal teams for product improvement.
- Minimise escalations by Cust Support through empowerment, tools and knowledge sharing.
- Provide detailed reviews of service disruptions, customer metrics/transactions with VIDA and assist their understanding of how this impacts their business
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or related field.
- Minimum 3/6 years of experience in solution development, architectural design, understands SDLC and technical customer-facing roles.
- Strong technical aptitude and ability to understand cross-design system architectures.
- Excellent interpersonal and communication skills, with the ability to build relationships and communicate effectively with customers and internal teams. Very Customer Focus and act as Customer’s voice.
- Proactive problem-solving skills, with the ability to anticipate and address customer issues.
- Ability to provide strategic guidance to customers and align technical solutions with business objectives.
- Experience in cross-functional collaboration, internal and external stakeholders and working with sales, support, and product teams.
- Self-motivated, results-oriented, and able to work independently and in a team.
- Knowledge of identity verification, digital signatures, or authentication technologies is a plus.
- Professional certifications related to technology or customer success is a plus.
- Excellence in decomposing complex technical issues into actionable solutions and system architecture designs for single-product technical scenarios.
ABOUT VIDA
What are we trying to solve?
We have 7.5 billion people on Earth, of which over 1 billion cannot securely prove their identity right now.
Every year, 140 million babies are born, of which 40 million go unregistered.
Simply put, these people are deprived of social benefits, such as education and health, their civil rights to vote and travel; and are excluded from the economy because they cannot sign up for bank accounts, loans, welfare programs, etc. We believe this is unacceptable and needs to change.
At VIDA, We are creating a frictionless digital identity system. One that fulfills the needs and expectations of our times, and is available anywhere, for everyone.
Why are we solving this problem?
The United Nations (UN) and World Bank ID4D initiatives aim to provide everyone on the planet with a legal identity by 2030. This deadline is just 9 years away, we are expecting a digital identity to be a legal human right by then and we at VIDA want to be pioneers in leading this change.
Who are we?
We are a highly driven bunch of people to solve this problem for our own reasons. Whether it is to solve for misleading doctors, or because we didn’t get access to fair ration due to corruption - Our collective goal aligns.
Other things that we care about:
- Our mission is to enable trust, so what we do is pretty serious stuff – we work hard and we have audacious goals. We balance it through humor and making sure we have fun at work. We take our work seriously, but we don’t take ourselves too seriously.
- We are a startup so at times we will do things that are outside our scope. We do it to learn but we also do it because it takes a village.
- We believe feedback is a gift and should be given freely, constructively, and in a respectful manner.
- We are accountable to many stakeholders, but first and foremost, we are accountable to our mission and each other