capimoney - Head of Customer Service
Requirements
• 7+ years in customer service, operations, or client-facing roles in startups, ideally in a Whatsapp-heavy 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 • Deep customer obsession — you genuinely care about the people on the other end of every ticket • Fluent in French and English, both spoken and written • Strong analytical mindset — comfortable diving into data to diagnose problems and measure impact • Hunger for a high-paced, rapidly growing environment with broad exposure and autonomy • Previous experience at a VC-backed startup or top-tier consultancy • Familiarity with payments, compliance, or cross-border financial flows • Comfortable using AI tools to work faster and smarter • Fluency in Wolof, Dioula, or other local languages of our key markets
Responsibilities
• Champion our customers across functions • Be the internal voice of our customers — always put them first, and hold the rest of the company to the same standard • Translate recurring pain points into prioritised asks for compliance, sales, product and engineering, and push them through to resolution • Run weekly ops-compliance and ops-sales retros, and own the operational side of our Enhanced Due Diligence process with compliance and sales • Lead and develop the Customer Operations team • Recruit, coach and develop the Specialists and Associates, scaling the team across markets and time zones • Quality control customer interactions regularly to coach on quality, tone and resolution • Build a high-performance, customer-obsessed team culture • Raise the bar on customer service quality • Measure and own customer service KPIs end-to-end: response times, resolution times, CSAT, SLA adherence • Define what good looks like across written communication, tone, clarity, and resolution quality • Act as the escalation point for the most sensitive customer situations • Own Customer FAQs, internal playbooks, and customer-facing documentation • Build the systems that scale CS • Lead the selection, implementation and roll-out of new CS tooling (helpdesk, ticketing, knowledge base, quality control) • Drive automation and process improvements that scale the function without proportionally scaling headcount • Build the dashboards and reporting that give Capi leadership visibility on customer service health
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