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- Tasks: Lead global customer support operations and ensure top-notch service delivery across multiple languages.
- Company: Join Taptap Send, a fast-growing fintech on a mission to reduce inequity for immigrants.
- Benefits: Enjoy a dynamic startup culture, remote work options, and opportunities for personal growth.
- Why this job: Make a real impact while working with a diverse team in a high-energy environment.
- Qualifications: 7+ years in customer support management, experience with large teams, and strong analytical skills required.
- Other info: We value diversity and encourage all candidates, especially from underrepresented communities, to apply.
The predicted salary is between 48000 - 84000 £ per year.
Our Mission is to reduce inequity by helping immigrants move money home, and become the leading cross-border fintech for emerging markets.
The Team is founded by Harvard grads and third-time founders, who have also founded Segovia and GiveDirectly. We are top performers from varied organizations such as Bain, Bolt, Google, McKinsey, SafeBoda, Uber, and Zipline. We like moving fast and hire people that do as well. Our team is global, speaking over 30 languages from 25 countries.
About Us: Taptap Send is backed by top VCs and is rapidly growing, making it a great place for those looking for both impact and a fast-paced tech startup environment. Launched in 2019, Taptap is tapping into a transformative shift in global finance, allowing immigrants to send money home instantly and with no fee, saving money in the process.
Our Investors include Spark Capital, Canaan, Reid Hoffman, Breyer Capital, and many others.
The Role: We are seeking a highly motivated and experienced Head of Customer Support Operations to lead our Tier 1 customer support operations across four global BPOs in Ghana, Pakistan, Dubai, and Mexico. This role is critical in ensuring exceptional customer service delivery across 14 languages while maintaining cost efficiency and operational excellence. The ideal candidate will thrive in managing large-scale teams of over 300 agents and excel as a hands-on contributor in a high-velocity environment.
Key Responsibilities:
- Operational Leadership: Oversee Tier 1 ticket handling to meet Service Level Agreements (SLAs) for response time, resolution time, and quality. Drive cost efficiency by optimizing metrics such as cost per ticket, agent productivity, and quality scores.
- BPO Management: Build strong relationships with BPO partners to ensure consistent improvements in productivity and service quality. Negotiate contracts with BPOs and software vendors to align with operational goals.
- Process Optimization: Implement and maintain smart ticket routing on Zendesk. Automate repetitive tasks in Zendesk to reduce average handling times and lower costs per ticket.
- Workforce Planning: Develop workforce plans across 14 languages to align staffing levels with demand forecasts.
- Innovation & Technology: Work with internal stakeholders to introduce AI-driven first-response solutions and automation tools.
- Operational Excellence: Obsessed with performance metrics to identify areas for improvement and work with relevant stakeholders to implement.
Ideal Candidate Profile:
- Experience: Proven track record of managing customer support operations for teams exceeding 100 agents. Minimum of 7+ years managing 24/7 global customer support operations.
- Skills: Advanced analytical skills in Google Sheets/Excel; SQL knowledge or willingness to learn is a plus. Strong negotiation skills for vendor and contract management.
- Personal Attributes: High ownership and proactivity in a high-accountability, high-autonomy environment. Comfortable working at speed and embracing iterative processes.
Taptap Send is an equal opportunity employer dedicated to building an inclusive and diverse workforce. We strongly encourage applications from members of underrepresented communities to apply.
Head of Operations, Customer Support employer: Taptap Send group
Contact Detail:
Taptap Send group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Operations, Customer Support
✨Tip Number 1
Familiarise yourself with the fintech landscape, especially in emerging markets. Understanding the unique challenges and opportunities in these regions will help you demonstrate your alignment with Taptap Send's mission during interviews.
✨Tip Number 2
Highlight your experience in managing large teams and BPO relationships. Be prepared to discuss specific examples of how you've optimised operations and improved service delivery in previous roles, as this is crucial for the Head of Operations position.
✨Tip Number 3
Showcase your analytical skills by discussing how you've used data to drive decision-making in customer support operations. Being able to articulate your approach to metrics like SLA compliance and agent productivity will set you apart.
✨Tip Number 4
Demonstrate your cultural awareness and language skills, especially if you speak any of the 14 languages mentioned. This will not only show your fit for the role but also your commitment to serving a diverse customer base effectively.
We think you need these skills to ace Head of Operations, Customer Support
Some tips for your application 🫡
Understand the Company Mission: Before applying, take some time to understand Taptap Send's mission of reducing inequity for immigrants. Reflect this understanding in your application to show alignment with their values.
Tailor Your CV: Highlight your experience in managing customer support operations, especially in fast-paced environments. Make sure to include specific metrics or achievements that demonstrate your ability to lead large teams and improve operational efficiency.
Craft a Compelling Cover Letter: Use your cover letter to express your passion for the role and the company's mission. Discuss how your skills and experiences make you a perfect fit for the Head of Operations position, particularly in relation to BPO management and process optimisation.
Showcase Relevant Skills: Emphasise your analytical skills, negotiation abilities, and any language proficiencies. Mention your familiarity with tools like Zendesk and your willingness to learn SQL, as these are relevant to the role.
How to prepare for a job interview at Taptap Send group
✨Understand the Mission
Before your interview, make sure you fully grasp Taptap Send's mission to reduce inequity for immigrants. Be prepared to discuss how your experience aligns with this goal and how you can contribute to their vision of becoming a leading cross-border fintech.
✨Showcase Your Leadership Skills
As the Head of Operations, Customer Support, you'll need to demonstrate your ability to manage large teams effectively. Prepare examples from your past experiences where you've successfully led teams, optimised operations, or improved customer service metrics.
✨Familiarise Yourself with BPO Management
Since the role involves overseeing Tier 1 customer support across multiple BPOs, brush up on your knowledge of BPO management. Be ready to discuss strategies for building strong relationships with partners and how you've negotiated contracts in the past.
✨Emphasise Innovation and Technology
Taptap Send values innovation, especially in customer support. Be prepared to talk about any experience you have with implementing technology solutions, such as AI-driven tools or automation, and how these can enhance customer service delivery.
