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VP Customer Delight

February 28, 2026

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 <ul> <li>Expertise in API-led integrations and payment ecosystem architectures.</li> <li>Proficiency in CRM/Ticketing architecture (“Seamless”).</li> <li>Advanced knowledge of WFM dashboards and forecasting models. </li> </ul> Behavioral Competencies: <ul> <li>Analytical Rigor: Ability to find the “signal in the noise” of support and integration data.</li> <li>Calm Under Fire: Experience managing high-stakes enterprise escalations.</li> <li>Strategic Empathy: Balancing merchant needs with internal engineering and growth capacity. </li> </ul> 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 <hr><div class="fabric-5qovnk-root MuiBox-root css-witlqh" data-fabric-component="Flex"><div class="fabric-5qovnk-root MuiBox-root css-1phs5iq" data-fabric-component="Flex"><div class="fabric-2lfz5e-root MuiBox-root css-jipda8" data-fabric-component="LayoutBox">Location</div><div class="fabric-15808a6-root MuiBox-root css-4cxybv" data-fabric-component="LayoutBox">Remote</div><hr class="MuiDivider-root fabric-jcid1o-root MuiDivider-fullWidth MuiBox-root css-40h3v3" data-fabric-component="Divider"></div><div class="fabric-5qovnk-root MuiBox-root css-1phs5iq" data-fabric-component="Flex"><div class="fabric-2lfz5e-root MuiBox-root css-jipda8" data-fabric-component="LayoutBox">Department</div><div class="fabric-15808a6-root MuiBox-root css-4cxybv" data-fabric-component="LayoutBox">Commercial</div><hr class="MuiDivider-root fabric-jcid1o-root MuiDivider-fullWidth MuiBox-root css-40h3v3" data-fabric-component="Divider"></div><div class="fabric-5qovnk-root MuiBox-root css-1phs5iq" data-fabric-component="Flex"><div class="fabric-2lfz5e-root MuiBox-root css-jipda8" data-fabric-component="LayoutBox">Employment Type</div><div class="fabric-15808a6-root MuiBox-root css-4cxybv" data-fabric-component="LayoutBox">Full-Time</div><hr class="MuiDivider-root fabric-jcid1o-root MuiDivider-fullWidth MuiBox-root css-40h3v3" data-fabric-component="Divider"></div></div>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...