Customer Experience Manager

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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 seeking a skilled and experienced Customer Experience Manager to join our Customer Service department. You will be in charge of ensuring that our customers have a positive and seamless experience when they contact us. You will work closely with the Inbound, Outbound and Quality Assurance managers in the team and report into The Director of Customer Experience at Taptap Send. We are expecting to hire someone at mid-senior level -- 80% individual contributor and 20% management.

The role will be hybrid and based either from our London office or our Casablanca one.

Responsibilities

• Undertake a holistic approach to our global Quality of service delivered in CS and drive improvement across our CS processes to help us deliver outstanding service to our customers
• Understand what can deter us from fostering positive experience and drive improvements on mission-critical customer journey touchpoints
• Own customer complaints and US error escalations, ensuring prompt resolution and customer satisfaction
• Collaborate with other departments to ensure a consistent and cohesive customer experience across all touchpoints
• You work with our Leadership Team to identify key detractor areas that need support to drive change
• Manage a team: you will be managing a small team that focuses on resolving customers complaints and you will help drive immediate intervention to unresolved journeys
• Work as a cross-team ambassador, liaising between Product & Ops teams: You will be a cross-functional advocate of providing good customer outcomes and being the voice of the customer within the business
• Travel to meet our team around the globe to listen to their experience and drive change where necessary

Qualifications

• Experience:
  • Minimum of 5 years of experience in similar roles
  • Proven track record of effectively managing and resolving customer complaints
  • Experience in a leadership role with demonstrated ability to mentor and develop team members
• Skills:
  • Excellent communication skills, both written and verbal, with a strong ability to listen and empathize with customers
  • Customer centric-mindset
  • Strong problem-solving skills and the ability to think critically and strategically
  • High level of organization and attention to detail
  • Ability to analyze data and prepare detailed reports
  • Strong leadership and team management skills

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.