Customer Service Team Lead | London, UK

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

As Team Leader you will be responsible to lead all aspects of our growing team of Customer Service Representatives. The Customer Support team is at the forefront of our business, answering our community's questions and tending to their needs!

You will motivate, review and assess individual and team performance on a real-time basis, from a service quality perspective as well as efficiency and productivity. Your responsibilities also include shift leader duties, overseeing smooth operations of the customer service function during scheduled shifts to achieve targets. You should be passionate about customer service and be excited to lead a team that is committed to providing an exceptional customer experience.

Responsibilities

Team Leadership and Management

• Lead, motivate, and manage a team of Senior Agents to achieve individual and team performance goals.
• Conduct regular team meetings and one-on-one check-ins to provide feedback, set expectations, and address any concerns.
• Foster a positive and collaborative team environment.

Performance Improvement

• Develop and implement strategies to improve Senior Agents' productivity, efficiency, and quality of work.
• Monitor team performance and report on metrics to senior management.
• Provide coaching opportunities to team members.

Customer Issue Resolution

• Handle escalated customer issues and ensure prompt resolution.
• Ensure complaints are handled in respect of SLAs and regulations.
• Ensure app reviews are answered in respect of SLAs.

Support and Development

• Help and assist Senior Agents in handling complex cases.
• Provide Senior Agents the support required to perform their daily tasks.

Recruitment and Onboarding

• Assist in the recruitment and onboarding of new team members.

Compliance and Reporting

• Ensure team compliance with company policies and procedures.
• Communicate challenges to management.

Project Management

• Lead and manage projects assigned by management, ensuring timely and successful completion.
• Collaborate with cross-functional teams to achieve project goals and deliverables.

Requirements

• Language Proficiency: Fluent in English and at least one additional language (French, Italian, Spanish, Portuguese or German).
• Experience: Minimum 2 years of experience in a Customer Service Department, with a proven track record of meeting or exceeding performance expectations.
• Leadership & Development: Strong interest in developing leadership skills with the ability to drive accountability, team performance, and talent development in a fast-paced, evolving environment.
• Communication & Interpersonal Skills: Exceptional written and verbal communication skills, with the ability to build trust and collaboration across teams, management, and cross-functional departments.
• Organizational & Problem-Solving Skills: Ability to prioritize tasks efficiently, manage multiple responsibilities, and maintain a solution-oriented mindset under pressure.
• Customer-Centric Mindset: Passionate about enhancing the customer experience and continuously improving customer satisfaction.
• Data & Analytical Skills: Proficiency in Excel and the ability to leverage data-driven insights to inform decisions.
• Flexibility & Commitment: Willingness to work regular weekend shifts and adapt to changing business needs.
• Industry Knowledge: Understanding of the financial industry, including familiarity with money transfer services, banking, or fintech operations.
• Location: Must be available to work on-site at our offices in Casablanca or London.

Desired

• Experience in quality review
• Experience in Zendesk, Explore and SQL
• Financial industry knowledge

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.