VP Customer Delight

Role Title: VP, Customer Delight Team / Circle: Customer Delight (Growth) / Commercial Reporting To: SVP Growth About Fincra Fincra is a payment infrastructure for fintechs, platforms and businesses. Fincra provides payment solutions that enable businesses to accept payments securely, make payouts globally and scale businesses across borders. Vision: To bring hope and liberation to every African Mission: Building the rails for an integrated Africa Role Overview This role will drive the strategic alignment of technical onboarding, active support, and engineering escalations, enabling Fincra to achieve 98% SLA compliance for enterprise merchants and a Time-to-Live (TTL) that outpaces the market. The VP will transform "Customer Delight" from a cost center into a growth engine by ensuring seamless merchant transitions from sales to long-term stability, directly impacting net revenue retention. What you will be doing everyday Systemic Governance (Seamless): Oversee the end-to-end architecture of the Seamless ecosystem, enforcing value-stream tagging and parent/child ticketing for all sub-teams. Onboarding Excellence: Orchestrate the hand-off between Integration Managers and Support. Technical Resilience & RCA: Champion the RCA (Root Cause Analysis) process for Engineering Support to address L2/L3 escalations. Performance Management: Execute the SQCDM framework across sub-teams, linking "Win/Lose" consequences to PMS. Minimum Requirements Technical Skills • Expertise in API-led integrations and payment ecosystem architectures. • Proficiency in CRM/Ticketing architecture (“Seamless”). • Advanced knowledge of WFM dashboards and forecasting models. Behavioral Competencies: • Analytical Rigor: Ability to find the “signal in the noise” of support and integration data. • Calm Under Fire: Experience managing high-stakes enterprise escalations. • Strategic Empathy: Balancing merchant needs with internal engineering and growth capacity. Role Alignment with Company Goals This role directly supports Scaling Operations and Growth by improving the "Integration Finish Rate" and lowering "Repeat Failure Rates," ensuring cost-to-serve is optimized while merchant retention remains high through superior technical reliability. Cultural competencies (Company culture that we don’t negotiate with) • Humility: Embracing a growth mindset, listening actively, and valuing every team member’s contribution, regardless of role or level. • Honesty: Ensuring transparency in all interactions, communications, and decisions. • Excellence: Striving for the highest standards in execution, innovation, and service delivery to create meaningful impact. • Love: Building a culture of empathy, care, and connection that fosters belonging and mutual respect. • Discipline: Demonstrating consistency, accountability, and focus in every action to achieve sustainable results Location Remote Department Commercial Employment Type Full-Time