Head of Operations, Customer Support | London, UK

Taptap Send; London; On-site; GBP 50,000 - 90,000

Job description

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 highly motivated and experienced Head of Customer Support Operations to lead our Tier 1 customer support operations across four global BPOs in Ghana, Pakistan, Dubai, and Mexico. This role is critical in ensuring exceptional customer service delivery across 14 languages while maintaining cost efficiency and operational excellence. The ideal candidate will thrive in managing large-scale teams of over 300 agents and excel as a hands-on contributor in a high-velocity environment.

This role reports to the Director of Business Operation and Customer Experience, Tommy Soilemezis.

Key Responsibilities

1. Operational Leadership

• Oversee Tier 1 ticket handling (voice and written) to meet Service Level Agreements (SLAs) for response time, resolution time, and quality.
• Drive cost efficiency by optimizing metrics such as cost per ticket, agent productivity, and quality scores.
• Lead workforce management, including forecasting, scheduling, and real-time operations.

2. BPO Management

• Build strong relationships with BPO partners to ensure consistent improvements in productivity and service quality.
• Negotiate contracts with BPOs and software vendors to align with operational goals.

3. Process Optimization

• Implement and maintain smart ticket routing on Zendesk to prioritize high-value users or urgent issues.
• Automate repetitive tasks in Zendesk to reduce average handling times and lower costs per ticket.
• Collaborate with Product, Content, and Business Operations teams to increase first-contact resolution rates.

4. Workforce Planning

• Develop workforce plans across 14 languages to align staffing levels with demand forecasts.
• Identify scheduling opportunities to improve SLA performance while minimizing costs.

5. Innovation & Technology

• Work with internal stakeholders to introduce AI-driven first-response solutions and automation tools.
• Upskill teams to handle more complex inquiries as automation reduces simpler tasks.

6. Operational Excellence

• Obsessed with performance metrics (SLA compliance, agent productivity, quality scores) to identify areas for improvement and work with the relevant stakeholders to implement.
• Conduct regular reviews of team performance, providing actionable feedback for growth.

Ideal Candidate Profile

Experience:

• Proven track record of managing customer support operations for teams exceeding 100 agents.
• Experience building customer support operations from the ground up in a fast-paced startup environment.
• Minimum of 7+ years managing 24/7 global customer support operations.
• Ideal candidate will also have worked as an agent.

Skills:

• Advanced analytical skills in Google Sheets/Excel; SQL knowledge or willingness to learn is a plus.
• Strong negotiation skills for vendor and contract management.
• Proficiency in at least one non-English language is highly desirable.

Personal Attributes:

• High ownership and proactivity in a high-accountability, high-autonomy environment.
• Comfortable working at speed, embracing iterative processes like "fail fast, learn fast."
• Willingness to travel regularly (every 1-2 months) to BPO locations for on-ground support.
• Committed to aligning actions with the interests of our customers and communities.
• Demonstrates a team-oriented approach, recognizing success is collective and extends to our broader community of customers, regulators, and investors.
• Recognizes challenges, accepts them as reality, and proactively proposes solutions.
• Seeks out opportunities to unlock value by working harder and going further than others might.
• Dares to be honest with themselves and open to feedback, willing to say what they believe, allowing us to create a culture of accountability without blame.
• Understands specific circumstances and genuinely cares to provide excellent support and best possible outcomes to our customers.

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.