Luno is the crypto investment app you can rely on, enabling you to buy, store and explore crypto securely. We’re committed to putting the power of cryptocurrency in everyone's hands sensibly and responsibly.

Since 2013, we’ve helped millions of people around the world invest safely in crypto. We do this by cutting through the hype and supporting customers at every step of the way. All products and cryptocurrencies on our platform must first meet stringent legal, risk and technical security standards. We don’t do memecoins.

Transparency is key for us. Luno stores all crypto on a 1:1 basis and we have rigorous processes in place so you can be confident your investment is secure. We’re available in more than 40 countries around the world and we work closely with respective regulators in all of these markets to be fully compliant, as we believe this is the best way to help everyone, everywhere, invest safely.

The Support Engineering Team is an integral part of Luno’s Service Management strategy. We are responsible for Luno’s incident response and manage all levels of incidents from low priority to major impact and conduct post mortems working with all areas of the business right up to leadership level to ensure our customers have a seamless user experience.

We also analyse data collected through our incidents and post mortems to identify trends and areas of concern and work closely on service improvement initiatives with our fleets and 3rd party vendors to ensure that Luno’s vision is also realised.

Reporting to the Service Manager in the Support Engineering Team, you will support the Support Engineers with key areas of Service Management.

Working in partnership with Support Engineers & Service Manager, you will assist in building, managing and improving the Service Management processes within Luno and ensure Service KPIs are managed and reported to Stakeholders. The ideal candidate will come from a busy Service Management environment and have strong  analytical, negotiation and communication skills.

• Assist in building and maintaining the Service Management process across Luno working with the Service Manager and Support Engineers.
• Assist in the reporting and data analysis to identify trends and opportunities for service improvement across the business.
• Support on incident, post mortem and launch plan management standards and implementation.
• Support in reducing outstanding or future service risks by owning post mortem actions with the fleets and 3rd parties.
• Assist in reviewing new and existing 3rd party contracts to ensure service SLA’s are being implemented and adhered to.
• Support in managing 3rd party service relationships through root cause activities and service improvement strategy.
• Responsible for assisting the Support Engineers and Service Manager on the day to day activities of the team. This will include Incidents when required, ad-hoc reporting and general ad hoc tasks.
• Recommend and drive improvements to the process and tools.\

• You will be a key part of the team operating within an Agile Delivery methodology with high velocity of change whilst maintaining service stability. You will use tech including Slack, Grafana, FireHydrant, Jira & Google Office Suite.
• Previous experience within a Service Desk or in a Service Management role preferable
• Knowledge of Service Management Frameworks desirable (ITIL & Agile)
• Experience working in a fast-paced business and an Agile environment
• You’ll have great communication skills and put the customer at the heart of everything we do.
• Confident and able to communicate well up to Leadership/Director level
• Motivated, able to use your own initiative and naturally organised.
• Able to manage demanding workloads and effectively priortise
• A passion for problem solving and good data analysis skills to identify opportunities and provide evidence for service/process improvement initiatives

• Forward-thinking and ambitious team that values diversity, hard work, and the continuous quest for excellence.
• Remote but reachable work policy gives you the freedom to choose between working from home or the office.
• Improve body and mind, with excellent private medical insurance.
• Free training courses
• Generous maternity / paternity and even paw-ternity for your furry friend.
• Annual Inspiration Day.
• A collaborative, friendly work community, with regular social events and virtual cooking, dancing, drawing and house planting classes hosted by our Lunauts.
• Free lunch and snacks.
• Free access to Headspace – a full library of guided meditations, sleep stories, and music.
• 0 fees with Luno from the day you start.*

*Offer only available on Luno Instant Buy, not Luno Exchange

We are an equal opportunity employer and value diversity at our company. We do not negatively discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.