About RetailMax

RetailMax, Malawi’s premier retail management solution and an authorized partner for the Malawi Electronic Invoicing System (EIS), ensures full compliance and drives innovation across the retail sector. Trusted by more than 300 installations with leading brands, RetailMax has established itself as the backbone of retail operations in the country. With a growing international footprint in Zimbabwe, Uganda, Botswana, Kenya, and South Africa, RetailMax continues to set the benchmark in retail technology and customer support

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 Skills

• Strong knowledge of Database systems.
• Strong knowledge of Business Analysis.
• Excellent problem solving and troubleshooting abilities.
• Customer focused mindset with proven conflict resolution skills.
• Ability to train, mentor, and supervise junior staff.
• Strong communication and documentation skills.
• Technical proficiency in POS systems, SQL databases, and reporting tools.
• Ability to work under pressure and manage multiple client requests.
• Fast learner

Educational Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field.
• Professional certifications in Customer Support, IT Service Management (ITIL), or Retail Systems are an added advantage.
• Minimum 3–5 years of experience in customer support or retail systems management.

This role is designed to prepare you for leadership opportunities such as Customer Support Team Lead or Client Success Specialist, offering a clear career trajectory within RetailMax’s expanding global footprint.

• 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.

• Strong knowledge of Database systems.
• Strong knowledge of Business Analysis.
• Excellent problem solving and troubleshooting abilities.
• Customer focused mindset with proven conflict resolution skills.
• Ability to train, mentor, and supervise junior staff.
• Strong communication and documentation skills.
• Technical proficiency in POS systems, SQL databases, and reporting tools.
• Ability to work under pressure and manage multiple client requests.
• Fast learner

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field.
• Professional certifications in Customer Support, IT Service Management (ITIL), or Retail Systems are an added advantage.
• Minimum 3–5 years of experience in customer support or retail systems management.