Full-Time

Customer Experience Manager

Posted on 8/15/2024

Taptap Send

Taptap Send

201-500 employees

Facilitates cross-border mobile money transfers

Fintech
Financial Services

Senior, Expert

United Kingdom

Hybrid role based in either London or Casablanca.

Category
Customer Experience
Customer Success & Support
Required Skills
Communications
Requirements
  • Minimum of 5 years of experience in similar roles
  • Proven track record of effectively managing and resolving customer complaints
  • Experience in a leadership role with demonstrated ability to mentor and develop team members
  • Excellent communication skills, both written and verbal, with a strong ability to listen and empathize with customers
  • Customer centric-mindset
  • Strong problem-solving skills and the ability to think critically and strategically
  • High level of organization and attention to detail
  • Ability to analyze data and prepare detailed reports
  • Strong leadership and team management skills
Responsibilities
  • Undertake a holistic approach to our global Quality of service delivered in CS and drive improvement across our CS processes to help us deliver outstanding service to our customers
  • Understand what can deter us from fostering positive experience and drive improvements on mission-critical customer journey touchpoints
  • Own customer complaints and US error escalations, ensuring prompt resolution and customer satisfaction
  • Collaborate with other departments to ensure a consistent and cohesive customer experience across all touchpoints
  • You work with our Leadership Team to identify key detractor areas that need support to drive change
  • Manage a team: you will be managing a small team that focuses on resolving customers complaints and you will help drive immediate intervention to unresolved journeys
  • Work as a cross-team ambassador, liaising between Product & Ops teams: You will be a cross-functional advocate of providing good customer outcomes and being the voice of the customer within the business
  • Travel to meet our team around the globe to listen to their experience and drive change where necessary

Taptap Send facilitates mobile money transfers across borders, primarily targeting individuals in the UK, EU, US, Canada, and UAE who wish to send money to family and friends in Africa, Asia, the Caribbean, and Latin America. Users can complete transactions easily by providing the recipient's name and mobile number, allowing funds to be deposited instantly into the recipient's mobile money wallet. This process eliminates the need for physical visits to money transfer agents and significantly reduces waiting times for recipients. Taptap Send operates in the remittance market, generating revenue through transaction fees and favorable exchange rates, making it a cost-effective alternative to traditional money transfer services. The company's goal is to provide a fast, secure, and affordable way to send money internationally, using technology to simplify the transfer process.

Company Stage

Series B

Total Funding

$76.3M

Headquarters

New York City, New York

Founded

2018

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-2%

2 year growth

-1%
Simplify Jobs

Simplify's Take

What believers are saying

  • Increased smartphone penetration in Africa and Asia expands Taptap Send's potential user base.
  • The global remittance market is projected to grow, boosting demand for Taptap Send's services.
  • Partnerships with platforms like CompareRemit broaden Taptap Send's audience and transparency.

What critics are saying

  • Regulatory compliance issues in Ghana could disrupt operations in other countries.
  • The introduction of 'Charities' may divert focus from core remittance services.
  • Reliance on transaction fees and exchange rates is threatened by competitors offering lower fees.

What makes Taptap Send unique

  • Taptap Send offers instant deposits into mobile wallets, enhancing user convenience.
  • The platform focuses on underserved markets, providing financial inclusion opportunities.
  • Taptap Send's user-friendly interface requires only a recipient's name and mobile number.

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Benefits

Health Insurance

401(k) Retirement Plan

Company Equity

Professional Development Budget

INACTIVE