Customer Success Operations Specialist
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Job Location:
Cape Town - South Africa
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Who we are:
Mama Money is a growth-stage fintech startup working to help migrant workers in South Africa send money home. Since 2015 we have been providing reliable remittances at a socially fair price to those who need it most.
Mama HQ is in beautiful Cape Town South Africa. We are 131 people strong (and counting) from 19 countries across Africa Asia the UK and Europe. Our culture is built around the well-being of our team membersand making a difference in our communities. Just be lekker! personifies our approach to work: we trust the wisdom of our talented and diverse team to do what is best for our customers and get the job done responsibly without pedantic policies.
Weve been around since 2015 and have earned several accolades along the way made new friendsand expanded our reach. Weve had some great times and some tough times but we continue to focus on helping people rather than maximising profit.
Were looking for a Customer Success (CS) Operations Specialist to drive continuous improvement in our customer support operations. This role goes beyond system administration- its about using tools like Zendesk and internal CRM systems to actively enhance every stage of the customer support journey. Youll be the go-to expert for support tooling data insights and operational excellence enabling teams to deliver faster more effective and more empathetic service to our customers.
Youll work closely with the Customer Success Data and Product teams to design workflows that are scalable data-informed and always customer-first.
As our Customer Success Ops Specialist you will:
- Customer Support Journey Optimization.
- Map and analyze the end-to-end customer support journey to identify friction points and opportunities for improvement though ZendeskDrive initiatives that improve response times reduce escalations and increase customer satisfaction (CSAT).
- Partner with Data and Product to share voice-of-customer insights that inform roadmap decisions.
- Create and automate CS operational reporting (working with Data Team) Zendesk Administration & OptimizationConfigure maintain and continuously improve Zendesk Support Chat Talk Guide and explore to match business needs.
- Manage user roles access levels and team workflows to ensure efficiency and data security.
- Implement intelligent automations (triggers macros SLAs workflows) to streamline support processes and reduce manual effort.
- Stay current with Zendesk product updates and lead implementation of relevant features.
- Design and maintain insightful dashboards in Zendesk Explore and other reporting tools.
- Track analyze and report on key support metrics (e.g. CSAT first reply time resolution time ticket deflection etc.).
- Support quarterly and monthly reviews with data stories that highlight performance trends and improvement opportunities.
- Work with the Data team to build CS-focused reports that connect product usage support behaviors and customer outcomes.
- Own the continuous improvement of our chatbot and Help Centre to deflect common queries and enhance self-service.
Experience & qualifications:
- 2 years experience as a Zendesk Admin (non-negotiable).
- Hands-on expertise in Zendesk Suite (Support Chat Talk Guide Explore).
- Demonstrated ability to manage configurations workflows and automations.
- Strong understanding of customer support operations and the importance of Customer Experience.
- Experience in managing Chatbot journeys.
- Analytical thinker with experience building dashboards reports and insights for operational decision-making.
- Excellent verbal and written communication skills- especially when training or documenting systems.
- Self-starter who thrives in a collaborative fast-paced environment.
Advantageous:
- Zendesk Admin Certification.
- Experience with APIs CRM platforms or scripting tools.
- Familiarity with customer journey mapping.
- Background in fintech or high-growth startups.
In your first 90 days at Mama Money you will:
- Develop a full understanding of the Mama Money product and customer base.
- Audit our Zendesk setup and CX data flows to identify quick wins and long-term improvements.
- Partner with Customer Success to align Zendesk and chatbot workflows to key service KPIs.
- Collaborate with the Data team to scope new dashboards or metrics that improve support visibility.
Why Mama
At Mama Money were not just a companywere a movement. Everything we do is driven by one purpose: to make life better for our customers and the communities we serve. Our customers are our heartbeat and they inspire every step we take.
Were all about making it easy. No red tape no hassle. Just simple seamless experiences that put people first were here to make things easier faster and better for you.
We believe in giving it a goand then giving it another go if we have to! Were a team of doers dreamers and innovators who arent afraid to break the mold. We take bold steps experiment with fresh ideas and never stop learning.
At Mama Money we own itand we mean it. We take responsibility for our actions our results and how we show up every day. No passing the buck here. We approach every challenge with grit passion and determination.
Heres the best part: Mama Money is a place that truly cares. We care about the trust our customers place in us. We care about our amazing team who bring their best every day. And we care about making an impact in the world doing the right thing no matter what.
When you join Mama Money youre joining a community. Were a passionate down-to-earth crew that works hard and celebrates wins along the way. We take our work seriously but we dont forget to have fun while we do it. So if youre ready to make a real difference take on exciting challenges and grow in a place where youre valued and supported then Mama Money is the place for you. Lets make an impacttogether.
Mamas values:
1. Making it easier for our customers
2. Give it a go
3. Just own it
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
IC
Key Skills
- Financial Services
- Information Technology
- Cost Control
- Corporate Risk Management
- Law
About Company
Enjoy safe, fast and reliable international money transfers from South Africa with Mama Money. Download our free app and send money online in minutes.
