Mama Money is a growth-stage fintech startup working to help migrant workers in South Africa send money home. Since 2015, we have been providing reliable remittances, at a socially fair price, to those who need it most.
Mama HQ is in beautiful Cape Town, South Africa. We are 131 people strong (and counting) from 19 countries across Africa, Asia, the UK, and Europe. Our culture is built around the well-being of our team members and making a difference in our communities. “Just be lekker!” personifies our approach to work: we trust the wisdom of our talented and diverse team to do what is best for our customers and get the job done responsibly, without pedantic policies.
We’ve been around since 2015 and have earned several accolades along the way, made new friends, and expanded our reach. We've had some great times and some tough times, but we continue to focus on helping people rather than maximising profit.
We’re looking for a Customer Success (CS) Operations Specialist to drive continuous improvement in our customer support operations. This role goes beyond system administration- it's about using tools like Zendesk and internal CRM systems to actively enhance every stage of the customer support journey. You’ll be the go-to expert for support tooling, data insights, and operational excellence, enabling teams to deliver faster, more effective, and more empathetic service to our customers.
You’ll work closely with the Customer Success, Data, and Product teams to design workflows that are scalable, data-informed, and always customer-first.
As our Customer Success Ops Specialist, you will:
- Customer Support Journey Optimization.
- Map and analyze the end-to-end customer support journey to identify friction points and opportunities for improvement though ZendeskDrive initiatives that improve response times, reduce escalations, and increase customer satisfaction (CSAT).
- Partner with Data and Product to share voice-of-customer insights that inform roadmap decisions.
- Create and automate CS operational reporting (working with Data Team) Zendesk Administration & OptimizationConfigure, maintain, and continuously improve Zendesk Support, Chat, Talk, Guide, and explore to match business needs.
- Manage user roles, access levels, and team workflows to ensure efficiency and data security.
- Implement intelligent automations (triggers, macros, SLAs, workflows) to streamline support processes and reduce manual effort.
- Stay current with Zendesk product updates and lead implementation of relevant features.
- Design and maintain insightful dashboards in Zendesk Explore and other reporting tools.
- Track, analyze, and report on key support metrics (e.g. CSAT, first reply time, resolution time, ticket deflection, etc.).
- Support quarterly and monthly reviews with data stories that highlight performance, trends, and improvement opportunities.
- Work with the Data team to build CS-focused reports that connect product usage, support behaviors, and customer outcomes.
- Own the continuous improvement of our chatbot and Help Centre to deflect common queries and enhance self-service.
Experience & qualifications:
- 2+ years experience as a Zendesk Admin (non-negotiable).
- Hands-on expertise in Zendesk Suite (Support, Chat, Talk, Guide, Explore).
- Demonstrated ability to manage configurations, workflows, and automations.
- Strong understanding of customer support operations and the importance of Customer Experience.
- Experience in managing Chatbot journeys.
- Analytical thinker with experience building dashboards, reports, and insights for operational decision-making.
- Excellent verbal and written communication skills- especially when training or documenting systems.
- Self-starter who thrives in a collaborative, fast-paced environment.
Advantageous:
- Zendesk Admin Certification.
- Experience with APIs, CRM platforms, or scripting tools.
- Familiarity with customer journey mapping.
- Background in fintech or high-growth startups.
Success Metrics:
- Bot resolution % >= 50%
- Customer Satisfaction (CSAT) >= 80%
- Average Handling Time (AHT) of contacts >= 20 min
- Ticket reduction to agents <= 12k
- Customer Success (CS) Wait time <= 20 min
In your first 90 days at Mama Money you will:
- Develop a full understanding of the Mama Money product and customer base.
- Audit our Zendesk setup and CX data flows to identify quick wins and long-term improvements.
- Partner with Customer Success to align Zendesk and chatbot workflows to key service KPIs.
- Collaborate with the Data team to scope new dashboards or metrics that improve support visibility.
At Mama Money, we’re not just a company—we’re a movement. Everything we do is driven by one purpose: to make life better for our customers and the communities we serve. Our customers are our heartbeat, and they inspire every step we take.
We’re all about making it easy. No red tape, no hassle. Just simple, seamless experiences that put people first, we’re here to make things easier, faster, and better for you.
We believe in giving it a go—and then giving it another go if we have to! We're a team of doers, dreamers, and innovators who aren't afraid to break the mold. We take bold steps, experiment with fresh ideas, and never stop learning.
At Mama Money, we own it—and we mean it. We take responsibility for our actions, our results, and how we show up every day. No passing the buck here. We approach every challenge with grit, passion, and determination.Here’s the best part: Mama Money is a place that truly cares. We care about the trust our customers place in us. We care about our amazing team who bring their best every day. And we care about making an impact in the world, doing the right thing no matter what.
When you join Mama Money, you’re joining a community. We’re a passionate, down-to-earth crew that works hard and celebrates wins along the way. We take our work seriously, but we don’t forget to have fun while we do it. So, if you’re ready to make a real difference, take on exciting challenges, and grow in a place where you’re valued and supported, then Mama Money is the place for you. Let’s make an impact—together.
Mama’s values: 1. Making it easier for our customers2. Give it a go3. Just own it