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Release date : 11/01/2019
Company: Segovia
Job position: Customer Experience Manager
Start Date: ASAP
Job profile - early version 

Segovia is building Taptap Send --  help people send money instantly and securely to Africa at a fraction of the cost of current services.


We’re working to improve the lives of the unbanked in emerging markets by connecting them to global payment networks.

To do that, we're building Taptap Send, an app for sending money to Africa instantly. Global remittances account for over $500 billion annually and are currently dominated by traditional services that are expensive, can take days to send, and have limited reach in rural areas.


We're helping people to send that money instantly and securely at a fraction of the cost of current services. In doing so, we are working on making the UN Sustainable Development Goal of bringing cross-border remittance costs to a 3% price by 2030 a reality today.

The Role: 

Be the first full-time customer experience employee – you will shape the approach and systems we use to ensure that Taptap Send's customers are satisfied with our services 
Scale the customer experience function across a fast-growing company 
Analyze data and problem-solve to improve customer experience and increase the effectiveness of our customer experience team 
Resolve inquiries leaving customers happier than they were before they had a question, both directly and indirectly through managing others 
Make sure we're always on top of our policies, documentation, etc. 
Make sure we're always using our time well for the best customer experience outcomes by putting the right processes and tools in place 
Work closely with our global compliance team for payment security 

We hope you have: 

>1 year of experience in a fast-growing startup or similar environment focused on results, ideally in a customer experience or customer support role 
Fluent, ideally native French 
Excitement about working on a small team and helping shape its culture as we grow 
Preference for interacting with people all day 
Attributes that allow you to create a great experience for our customers including empathy, adaptability, patience, resilience, proactivity, outstanding communication skills 
Passion for mission-oriented work with significant impact on the world 
Spent time living/working in Africa 

Nice to have: 

Other languages - Wolof, Arabic, Italian or Spanish are just a few examples! 
Experience in the payments space


What does the next 12 months look like for Segovia? 

This is the first customer service hire - will grow with company and manage team quickly.


We’ve been doubling paying customers every 4 weeks for the last 4 months, and expect growth to continue. Growth will come in big leaps as we launch large and exciting new geographies (Ghana, Kenya). As the user base develops, CX manager will be the best-placed person to learn and advocate for what's most important to customers, whether it's new features, new markets, and everything beyond. 

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