Customer Success Reporting Analyst
Job Location:
Cape Town - South Africa
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Who we are:
Mama Money is a growth-stage fintech on a mission to improve the financial lives of migrants and underserved communities across Africa and beyond. What started in 2015 as a cross-border payments service has grown into a multi-product financial platform. We give people the tools to send save and manage money on their own terms at a socially fair price.
Mama HQ is in beautiful Cape Town South Africa. Were 150 people strong (and counting) representing 19 countries across Africa Asia the UK and Europe. From remittances to a growing range of financial products everything we build is in service of people who deserve better. Our culture reflects that same commitment. We look after our team the way we want them to look after our customers. Just be lekker! means we trust our talented diverse people to do whats right and make it happen simply and with heart.
Weve earned a few accolades built lasting partnerships and grown our reach in ways were proud of. Weve had good times and tough times but our focus has never shifted. People over profit always.
Were looking for a Customer Success Reporting Analyst to help us turn data into actionable insights that improve customer experience and operational this role youll be responsible for reporting dashboard development workforce management support Zendesk administration and identifying opportunities to improve processes through data and automation.
Develop practical tracking processes governance routines and performance reporting.
Manage and prioritise requests based on business value urgency dependencies and team capacity.
Build dashboards consolidate information and create clear reports to support decision-making.
Support end-to-end Zendesk implementations including setup configuration and deployment.
Design and improve ticket workflows routing rules SLAs automations triggers macros and views.
Configure and manage customer support channels including voice email chat and messaging.
Review and optimise the Zendesk platform to improve efficiency customer satisfaction and operational costs.
Define AI use cases guidelines and escalation processes with key stakeholders.
Monitor AI performance and continuously improve it using feedback and reporting.
Ensure workforce management (WFM) systems are updated accurately and on time.
Monitor contact centre operations to maintain appropriate staffing levels.
Produce and analyse intraday reports to track performance and identify trends or issues.
Strong analytical skills with the ability to turn data into meaningful insights and recommendations.
Highly organised and detail-oriented with the ability to manage multiple priorities and meet deadlines.
Experienced in working with reporting tools dashboards and large data sets to identify trends and opportunities.
Strong communication and stakeholder management skills with the ability to present information clearly and effectively.
Proactive adaptable and committed to continuous improvement accuracy and delivering high-quality work.
Why Mama
At Mama Money we build products that help people do more with their money from sending money home to saving to accessing money in ways that feel safe & simple. The work we do matters because it helps real people in real ways every day.
We care about making life easier for our customers. Were not afraid to give things a go and we take ownership of what we do. We keep learning support each other and stay focused on what matters most.
If youre looking for meaningful work and a team that cares about what theyre building Mama Money could be the right place for you.
Mamas values:
Making it easier for customers
Give it a go
Just own it
NB: Applications only open to candidates in Cape Town or candidates who are actively looking to relocate at their own expense.
Required Experience:
IC
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.
