Customer Service Team Lead

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 – 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, Unbound, Wamda, Firstminute Capital, Slow Ventures, Helios Partners, Crossbeam Ventures, Nikesh Arora, Samih Toukan, and many other context-specific angels

The Role

As Team Leader, you will be responsible for leading all aspects of our growing team of Customer Service Representatives. The Customer Support team is at the forefront of our business, answering our community's questions and tending to their needs!

You will motivate, review, and assess individual and team performance on a real-time basis, from a service quality perspective as well as efficiency and productivity. Your responsibilities also include shift leader duties, overseeing smooth operations of the customer service function during scheduled shifts to achieve targets. You should be passionate about customer service and be excited to lead a team that is committed to providing an exceptional customer experience.

Responsibilities

Team Leadership and Management

• Lead, motivate, and manage a team of Senior Agents to achieve individual and team performance goals.
• Conduct regular team meetings and one-on-one check-ins to provide feedback, set expectations, and address any concerns.
• Foster a positive and collaborative team environment.

Performance Improvement

Customer Issue Resolution

Support and Development

Recruitment and Onboarding

Compliance and Reporting

Project Management

Requirements

Desired

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.

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