Business Operations Manager, Customer Experience

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Our Mission
Reduce inequity by helping immigrants move money home, and become the leading cross-border fintech for emerging markets.

The Team
-> Founded by Harvard grads / 3rd-time founders --- also founded Segovia (successful exit) and GiveDirectly (>300M revenue, fastest-growing NGO).
-> Top performers from top and varied organizations (e.g., Bain, Bolt, Google, McKinsey, SafeBoda, Uber, Zipline) --- we like moving fast, and we hire people that do as well.
-> Driven by mission, guided by values (see below) - in deed, not just word.
-> Team as global as the mission, >30 languages from 25 countries (i.e., if you're interested in learning to make Chicken Moambe, we're the place).

About Us
Taptap Send is backed by top VCs (Spark, Canaan, Reid Hoffman, Breyer Capital, etc.), rapidly growing and a great place for those looking for both impact and a fast-paced tech startup environment. Read more about the journey in Reid Hoffman's words or TechCrunch article

Launched in 2019, Taptap is tapping into a transformative shift in global finance: from banks to phones. While this has affected wealthier countries as well, it has been nothing short of a revolution for the emerging markets where the overwhelming majority of population had been unable to access digital finance previously. Taptap Send allows immigrants to send money home instantly and with no fee*, saving money in the process. With a formal market size of >700B alone, we've got a lot more saving to do for our users. Our mission is to reduce inequity by helping immigrants move money home, and become the leading cross-border fintech for emerging markets. And that's just the beginning...

*We charge fees for transfers on fixed exchange rate corridors (e.g., XOF, XAF).

Our Investors
Spark Capital, Canaan, Reid Hoffman, Breyer Capital (Jim Breyer), Unbound (Shravin Mittal), Wamda (Fadi Ghandour), Firstminute Capital, Slow Ventures (Sam Lessin), Helios Partners (Souleymane Ba), Crossbeam Ventures (Ali Hamed), Nikesh Arora, Samih Toukan, and many other context-specific angels

The Role

We are looking for a hungry, highly analytical generalist to join our business operations team. This role reports to the Director of Business Operations and will focus on improving our Costs and Quality of Service in Customer Support. You will work cross-functionally with key functional leaders in Customer Support, Partners Operations, Fraud, Growth, Product and Data.

Long term

You will focus on the most pressing strategic problems that arise particularly sitting at the intersection of product, go-to-market and analytics.

Short term (next 3-6 months)

In the short term, this role will focus on building and implementing the tools and processes to deliver excellent levels of service in Customer support whilst continuously reducing our costs. Moving millions of dollars a day across dozens of countries and currencies on legacy banking infrastructure isn't easy, nor is providing tailored support to our customers in the process. This role will give you the opportunity to work with all parts of the business and will give a 360 degree understanding of our operations.

Responsibilities

• Lead special projects to improve Costs and Quality of Service
• Build data tooling and continuous improvement processes to identify, size and priorities projects to improve Costs and Quality of Service
• Build and implement quarterly improvement plans in collaboration with Product and other operational teams
• Work cross-functionally with highly technical and specialised product/engineering/data engineering colleagues across the organisation to build scalable systems, tools and processes
• Opportunity to work with CS and Product, leading the implementation of AI tools
• Take operational functions and processes from 0 to 1, develop playbooks, train others, and scale respective processes
• Design and improve Operational processes, design data tooling and ensure successful implementation
• Structure complex and ambiguous problems by conducting ad hoc analysis mainly via SQL and sometimes gSheets
• Collaborate with product to build longer term internal tooling roadmaps and track key metrics

Requirements

• BA/BS degree required
• 3-5 years of high-performing experience at improving operations in a data-intensive, analytical environment. Combination of professional services and a fast growth startup is ideal.
• Familiarity with SQL; proficiency in Excel
• 'No task too small' -- willingness to dive in and sweat the details regardless of the tool or problem
• Instinct to add 'just enough' process to scale without cumbersome bureaucracy
• Nice to have: fluency in languages beyond English

Taptap Values

Impact first

Team next

Accept reality

Propose solutions

Win with grit

Be proactively candid, with yourself and others

Love the particular

Own it

Create positive energy

Maybe, even have fun

Taptap Send is an equal opportunity employer dedicated to building an inclusive and diverse workforce. All employment decisions are decided on the basis of qualifications, experience and business need. We strongly encourage applications who are members of underrepresented communities to apply.

If you require reasonable adjustments to be made during the recruitment process, please do not hesitate to let us know. Any information you provide us in this respect will only be used to accommodate your requirements.

Note: we recognize imposter syndrome is real - any candidate that does not perfectly fit every characteristic of this role is still strongly encouraged to apply.