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Head of Customer Service Operations - EU / UK / Remote

Taptap Send

Taptap Send

Customer Service, Operations
London, UK
Posted on Thursday, May 11, 2023
Our Mission
Reduce inequity by helping immigrants move money home by becoming the leading cross-border fintech for immigrants.
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. Its first product, 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. And that’s just the beginning….
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
*We charge fees for transfers on fixed exchange rate corridors (e.g., XOF, XAF).
The Role
Taptap Send strives to bring Contact Center operations to the next level, making sure they provide an industry-leading customer experience
This is a great opportunity for an entrepreneurial, driven, and experienced individual who is ready to shape the future of Customer Service (CS) according to their own vision at one of the most exciting Fintech startups in the world
You will take responsibility for the efficient, customer-centric delivery of both inbound and outbound CS, scaling-up operations on a global basis and running day-to-day business with optimised processes. Furthermore, you will ensure that all CS teams use the right technology (state-of-the-art software and equipment) and be in charge of performance management (metrics definition, reporting, best practices) as well as people management standards (guidelines for recruitment, training, onboarding, compensation policies)

Responsibilities

  • End-to-end ownership of CS operations, including management of cross-national in-house resources
  • Main tasks are (1) delivering against agreed KPIs through (2) optimally dimensioned and managed teams (3) based on a properly selected and utilized technology stack
  • Ownership of inbound- and outbound-related KPIs, with focus on quantitative and qualitative team performance, Customer Satisfaction, and conversion rates in outbound campaigns
  • High performance service delivery in a cost-efficient manner, taking care of effective capacity sourcing
  • Shaping and managing the geographical footprint of TTS CS teams
  • Holding significant stake in the CS tech stack, including telecommunication platform
  • Proactively leverage operational transparency

Requirements

  • 5+ years of Operations Management experience of in-house CS delivery with multilingual teams across multiple channels (phone, email, chat etc.)
  • Experience in scaling up and down Contact Center operations (including outsourcing) in a multi-site, multi-geography setup with a minimum of 150 FTEs
  • High contact volumes/ low handling times environment experience (e.g. consumer banking, payTV platforms, mobile phone operators, airlines etc.)
  • Proficiency in outbound campaigns management, also hands-on when required
  • Data-driven approach towards decision making and shaping the area of responsibility
  • Experience in using recognized ACD (e.g. Avaya, Genesys, Cisco, Twilio) as well as WFM (Calabrio, Verint) tools and QA systems with proven track record of successful collaboration with tech domains
  • Strong communication skills and previous exposure to senior management
  • Proven experience working autonomously, balancing multiple projects simultaneously
  • Experience working in a fast-growth environment is highly desirable
  • Familiarity with Contact Center P&L management/ ability to position and lead a CS organization as profit center
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.
Equal Opportunity Employer
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.