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Customer Service - Outbound Team Leader

Taptap Send

Taptap Send

Customer Service
Casablanca, Morocco
Posted on Wednesday, August 2, 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).
Language requirements
Fluent English & French are required
The Role
We are hiring a Customer Service Outbound Team Leader to oversee our energetic and ambitious team of Outbound agents. As a team leader, you will be responsible for developing and implementing strategies, coaching and training your team members, and monitoring performance metrics to achieve targets.
The ideal candidate will have a proven track record in Outbound sales or retention, excellent communication skills and the ability to motivate and inspire a team to achieve outstanding results


  • Lead a team of customer service outbound agents focused on retaining customers, addressing inquiries, and promoting our product/services
  • Set clear performance goals and targets for the team, closely monitoring their progress and providing guidance and support
  • Develop and implement strategies to maximize customer satisfaction and achieve revenue objectives
  • Analyze call data and metrics to identify areas for improvement and implement appropriate training and coaching programs
  • Collaborate with other teams to provide insights and contribute to customer retention initiatives


  • Fluent English & French
  • Proven experience in sales or retention of 1 year minimum
  • Previous experience leading a team in a customer retention or outbound sales environment
  • In-depth knowledge of customer retention strategies and techniques
  • Strong sales and negotiation skills
  • Excellent communication and presentation skills
  • Target-oriented mindset with a proven track record of meeting or exceeding goals

Nice to have:

  • Experience in the payment space
  • Spent time living/working in Africa or Asia
  • Additional languages - Italian, Spanish, German or Wolof are just a few examples!


  • Competitive salary
  • Flexible hours
  • Regular team events
  • Professional development opportunities (e.g. language lessons, training, etc.)
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.