Customer Success Operations Manager

Who we are: Mama Money is a growth-stage fintech on a mission to improve the financial lives of migrants and underserved communities across Africa and beyond. What started in 2015 as a cross-border payments service has grown into a multi-product financial platform. We give people the tools to send, save, and manage money — on their own terms, at a socially fair price. Mama HQ is in beautiful Cape Town, South Africa. We're 150 people strong (and counting), representing 19 countries across Africa, Asia, the UK, and Europe. From remittances to a growing range of financial products, everything we build is in service of people who deserve better. Our culture reflects that same commitment. We look after our team the way we want them to look after our customers. "Just be lekker!" means we trust our talented, diverse people to do what's right and make it happen — simply and with heart. We've earned a few accolades, built lasting partnerships, and grown our reach in ways we're proud of. We've had good times and tough times, but our focus has never shifted. People over profit, always. We are looking for a CS Operations Manager to lead our Customer Service and Operations function. This is a senior leadership role responsible for managing a team of managers and ensuring our customers receive a consistently excellent experience across all touchpoints. You will play a key role in shaping operational strategy, driving continuous improvement, and ensuring that our teams are equipped to scale alongside a fast-growing business As our Customer Success Operations Manager you will: Leadership & People Management: Lead, coach, and develop a team of operations managers, fostering a high-performance culture Set clear performance expectations, conduct regular reviews, and support career development across the team Drive accountability and engagement at all levels of the operations function Operational Excellence: Oversee the end-to-end delivery of customer service operations, ensuring quality, efficiency, and consistency Define and monitor key performance indicators (KPIs) across the department, using data to identify trends and drive improvement Develop, implement, and refine operational processes, policies, and procedures Manage escalations and ensure robust resolution frameworks are in place Strategy & Stakeholder Engagement: Partner with senior leadership to align operational goals with broader business objectives Contribute to long-term planning for the CS and Operations function, including headcount forecasting, tooling, and process design Work cross-functionally with Product, Technology, Compliance, and Finance to deliver seamless customer outcomes Reporting & Compliance: Produce regular operational reports for senior leadership, highlighting performance, risks, and opportunities Ensure all operations adhere to relevant regulatory and compliance requirements Maintain a strong understanding of the fintech and remittance landscape to anticipate operational challenges Required experience: 5+ years of experience in operations or customer service management, with at least 3 years in a senior or multi-team leadership role Proven track record of managing managers and developing high-performing teams Experience in fintech, financial services, or a similarly regulated industry is strongly preferred Demonstrated ability to design and implement operational processes at scale A relevant tertiary qualification is advantageous Skill and attributes: Strong analytical and problem-solving skills, with a data-driven approach to decision-making Excellent interpersonal and communication skills, with the ability to influence across all levels High level of organisational maturity and the ability to manage competing priorities in a fast-paced environment A collaborative and empathetic leadership style, with a genuine commitment to people development Comfortable operating with ambiguity and driving clarity for your teams Tools: ZenDesk Jira, Why Mama? At Mama Money, we build products that help people do more with their money, from sending money home, to saving, to accessing money in ways that feel safe & simple. The work we do matters because it helps real people in real ways every day. We care about making life easier for our customers. We’re not afraid to give things a go, and we take ownership of what we do. We keep learning, support each other, and stay focused on what matters most. If you’re looking for meaningful work and a team that cares about what they’re building, Mama Money could be the right place for you. Mama’s values: Making it easier for customers Give it a go Just own it We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.