Job Overview
Location
London
Job Type
Full-time
Category
DevOps
Date Posted
June 26, 2026
Full Job Description
đź“‹ Description
- • Lead and develop a global Customer Operations team of Specialists and Associates across multiple time zones, ensuring consistent quality in every customer interaction.
- • Serve as the internal champion for customers, translating recurring pain points into prioritized product, compliance, sales, and engineering requests, and driving them to resolution.
- • Own end-to-end customer service KPIs including response times, resolution times, CSAT, and SLA adherence, using data to diagnose issues and measure impact.
- • Define and enforce standards for written communication, tone, clarity, and resolution quality across all customer touchpoints.
- • Act as the primary escalation point for sensitive or high-risk customer situations, ensuring timely and empathetic resolution.
- • Design, implement, and optimize customer service tooling including helpdesk, ticketing, knowledge base, and quality control systems (e.g., Zendesk, Intercom, HubSpot Service).
- • Drive automation and process improvements to scale customer service capacity without proportional headcount growth.
- • Build and maintain dashboards and reporting systems that provide leadership with real-time visibility into customer service health and operational efficiency.
- • Own the creation and continuous improvement of internal playbooks, FAQs, and customer-facing documentation to ensure consistency and scalability.
- • Run weekly operational retrospectives with compliance and sales teams to align on customer experience improvements and process enhancements.
- • Lead the operational side of the Enhanced Due Diligence process in close collaboration with compliance and sales functions.
- • Recruit, coach, and mentor team members to build a high-performance, customer-obsessed culture rooted in accountability and empathy.
- • Monitor and improve the quality of customer interactions through regular audits, feedback loops, and targeted coaching sessions.
- • Ensure the Customer Operations team operates effectively across markets, adapting processes to regional needs while maintaining global standards.
- • Collaborate cross-functionally to embed customer insights into product development, compliance workflows, and sales enablement strategies.
- • Maintain deep familiarity with Capi’s mission, values, and financial infrastructure for emerging markets trade to authentically represent customer needs internally.
- • Stay current on industry best practices in customer service, particularly in B2B fintech environments with complex compliance requirements.
- • Support the onboarding and integration of new team members across global locations, ensuring alignment with Capi’s operational standards.
- • Balance rapid growth with operational discipline, ensuring service quality does not degrade as team size and customer volume increase.
- • Champion a data-driven approach to customer service, using metrics to justify investments, prioritize initiatives, and demonstrate ROI to leadership.
🎯 Requirements
- • 7+ years in customer service, operations, or client-facing roles in startups, ideally in a Whatsapp-heavy environment
- • CS experience in a B2B environment
- • Proven experience managing and developing CS or operations teams (5+ direct reports)
- • Track record of designing and improving CS processes, SLAs and tooling at scale
- • Experience implementing or migrating CS tooling (e.g. Zendesk, Intercom, Hubspot Service)
- • Right to work in London or Paris
🏖️ Benefits
- • Competitive salary
- • Share options
- • Full-time position with benefits
Skills & Technologies
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About CapiMoney Technologies Inc.
CapiMoney is a fintech company providing digital banking and payment infrastructure for businesses and consumers in Africa. Its platform combines multi-currency accounts, virtual and physical cards, local and international transfers, and expense management in one mobile and web interface. Licensed by the Central Bank of Nigeria as a Payment Solutions Service Provider, CapiMoney leverages banking partners to offer secure, low-cost, real-time transactions across Nigeria and Ghana, targeting SMEs, startups, and remote workers who need seamless domestic and cross-border payments without traditional banking friction.
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