Senior RetailMax Support Executive

About the role

The Senior RetailMax Support Executive will lead the support team for RetailMax, Malawi’s leading retail management solution. You will ensure client adoption, resolve escalated issues, and drive customer satisfaction across a growing regional footprint.

Key responsibilities

• Lead and mentor junior support executives.
• Handle escalated client issues with professionalism and efficiency.
• Ensure seamless client adoption of RetailMax features.
• Collaborate with technical teams to resolve complex challenges.
• Drive customer satisfaction and retention through proactive support.
• Document processes and maintain accurate client support records.

Required profile

• Bachelor’s degree in IT, Computer Science, Business Administration or related field.
• 3–5 years of experience in customer support or retail systems management.
• Professional certifications in Customer Support, ITIL or Retail Systems are a plus.
• Strong communication, documentation and conflict‑resolution skills.

Required skills

• Strong knowledge of database systems.
• Strong knowledge of business analysis.
• Technical proficiency with POS systems.
• SQL database expertise.
• Experience with reporting tools.