Product Support Specialist

At Glyde, every support ticket is a puzzle, and every customer is a partner we refuse to let down.

We build virtual cards and B2B payment rails for the travel industry across Africa, in partnership with Mastercard and Access Bank. This role sits where customers, partners, and product meet, where the interesting problems live.

GLYDE PAYMENTS: WHO WE ARE

We are a well-funded fintech startup in the virtual card space, working with several large clients to power payment enablement. We build B2B fintech products that make payments seamless, and we partner with some of the largest financial institutions in Africa and the world to build from the ground up.

We are directly partnered with Mastercard and Access Bank, and are mandated to build new and advanced fintech products for the African continent. You'll work with the best, and learn from the best.

OUR CULTURE

We're a distributed company looking for talented people to join a global team. We want someone who is passionate about fintech, who enjoys mentoring others, and who can both lead initiatives and collaborate effectively across functions.

Glyde is a close-knit team that invests in developing skills and building an environment where you can genuinely work toward your career goals.

THE ROLE

You'll be the first line of defence, and the first voice of calm, for every Glyde customer. You'll investigate the messy, multi-system issues that make payments interesting: declines, reconciliation gaps, 3DS authentication flows, cross-border settlement, and everything in between. When something breaks between us, our partners, and the customer, you're the one who sees it through.

WHAT YOU'LL DOChampion the customer

• Own frontline customer conversations across multiple channels with empathy, clarity, and zero jargon.
• Triage and resolve issues by severity: Critical (1 to 2 hrs), High (2 to 4 hrs), Medium (1 business day), and never let a ticket go cold.
• Turn complex technical resolutions into answers a customer actually understands.

Investigate what broke and why

• Dig into transaction-level issues and find the needle in the haystack.
• Pull the right evidence and hand partners a case they can act on fast.
• Partner with Product and Engineering to get to the root cause of the problem and drive them to fix it.

Work the partner lanes

• Escalate and coordinate with our partners and keep both sides moving until it's resolved.
• Track partner feedback on enhancements and make sure nothing falls through the cracks.

Additional responsibilities above core: keep the operation tight

• Contribute to KYB/FICA onboarding, Transaction Monitoring and SARB Cross-Border reporting.
• Run UAT on new features, QA releases, and communicate release plans clearly to customers.
• Help keep our playbooks and SOPs sharp. If you fix it once, document it so we never fix it the same way twice.

WHO YOU ARE

• Customer-obsessed. You believe the customer deserves a real answer, not a canned reply, and you'll chase down the complex stuff until they have one.
• A natural investigator. You're curious about payments, cards, and banking and you learn fast.
• A clear communicator. You can explain a CAVV failure to a travel agent and an authorisation flow to a partner engineer in the same afternoon.
• A strong academic track record (recent graduates welcome) or prior experience in customer support, fintech, or QA. What matters most is sharp thinking, initiative, and a willingness to learn.

WHY GLYDE

Real career paths, not job titles on a ladder

Support at Glyde is a launchpad. People on this team have moved into Product, Operations, Compliance, and Engineering, because we're a flat, non-bureaucratic team where curiosity and ownership open doors. If you want to grow somewhere specific, we'll help you get there.

Work that actually matters

• Build with the best: direct partnerships with Mastercard and Access Bank.
• Help shape fintech infrastructure for a continent that's rewriting how payments work.
• A distributed, agile team with small pods, open comms, and as little micro-management as possible.
• Hybrid setup out of our Loop Street office in Cape Town.

READY?

Send your application to [email protected]. Tell us about the hardest problem you've ever solved, and what you learned from it. Please also provide your CV and university transcripts.

Pay: R18 000,00 - R30 000,00 per month

Education:

• Bachelors (Required)

Work Location: Hybrid remote in Cape Town, Western Cape