Head of Customer Service

Capi http://www.capimoney.com/ is building the financial infrastructure for emerging markets trade. Backed by $18M+ from top-tier investors like Creandum, Y Combinator, General Catalyst, and angels from Revolut, Checkout, Stripe, and Remitly, we’re building the financial infrastructure that emerging markets deserve. Our mission is to grow GDP in emerging markets by making the global financial system fairer and more accessible. We’re tackling global trade, making it easier for importers to pay their international suppliers. Our platform enables businesses to expand rapidly, create jobs, and be engines of prosperity for their countries. Our team is made up of approx 100 people across 10 countries; we are a group of a highly-ambitious, get-it-done people, who like to work hard on something that has a tangible impact in the world. And we’re looking for more people to join our team! Take a look through Capi’s mission & values. https://capimoney.com/mission-and-values ROLE OVERVIEW: You will join our fast-growing global team as the internal champion of our customers. Reporting to the Head of BizOps, you will lead our Customer Operations team, own the quality of every customer interaction at Capi, and push every other function in the company to deliver a better experience for the customers we serve. We're looking for someone who puts customers at the heart of every decision, and has the experience and conviction to influence the rest of the company to do the same. KEY RESPONSIBILITIES: Champion our customers across functions - Be the internal voice of our customers — always put them first, and hold the rest of the company to the same standard - Translate recurring pain points into prioritised asks for compliance, sales, product and engineering, and push them through to resolution - Run weekly ops-compliance and ops-sales retros, and own the operational side of our Enhanced Due Diligence process with compliance and sales Lead and develop the Customer Operations team - Recruit, coach and develop the Specialists and Associates, scaling the team across markets and time zones - Quality control customer interactions regularly to coach on quality, tone and resolution - Build a high-performance, customer-obsessed team culture Raise the bar on customer service quality - Measure and own customer service KPIs end-to-end: response times, resolution times, CSAT, SLA adherence - Define what good looks like across written communication, tone, clarity, and resolution quality - Act as the escalation point for the most sensitive customer situations - Own Customer FAQs, internal playbooks, and customer-facing documentation Build the systems that scale CS - Lead the selection, implementation and roll-out of new CS tooling (helpdesk, ticketing, knowledge base, quality control) - Drive automation and process improvements that scale the function without proportionally scaling headcount - Build the dashboards and reporting that give Capi leadership visibility on customer service health REQUIREMENTS: - 7+ years in customer service, operations, or client-facing roles in startups, ideally in a Whatsapp-heavy environment - CS experience in a B2B environment - Proven experience managing and developing CS or operations teams (5+ direct reports) - Track record of designing and improving CS processes, SLAs and tooling at scale - Experience implementing or migrating CS tooling (e.g. Zendesk, Intercom, Hubspot Service) - Right to work in London or Paris - Deep customer obsession — you genuinely care about the people on the other end of every ticket - Fluent in French and English, both spoken and written - Strong analytical mindset — comfortable diving into data to diagnose problems and measure impact - Hunger for a high-paced, rapidly growing environment with broad exposure and autonomy NICE TO HAVES - Previous experience at a VC-backed startup or top-tier consultancy - Familiarity with payments, compliance, or cross-border financial flows - Comfortable using AI tool