Customer Success Agent: Activation & Retention
Mama Money
Date: 6 hours ago
City: Cape Town, Western Cape
Contract type: Full time
Who we are:
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 that 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 a few accolades along the way, made some 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 maximizing profit
As an Activation & Retentions Agent, you will play a critical role in driving customer growth and loyalty by engaging with users at two key stages in their journey:
Activation – assisting customers who have started but not completed their registration Retention – reconnecting with customers who have become inactive or churned to understand their experiences and encourage re-engagement
You will be the voice of Mama Money, helping us understand our customers' barriers and motivations while ensuring they receive the support needed to fully benefit from our services
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 customers 2. Give it a go 3. Just own it
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 that 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 a few accolades along the way, made some 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 maximizing profit
As an Activation & Retentions Agent, you will play a critical role in driving customer growth and loyalty by engaging with users at two key stages in their journey:
Activation – assisting customers who have started but not completed their registration Retention – reconnecting with customers who have become inactive or churned to understand their experiences and encourage re-engagement
You will be the voice of Mama Money, helping us understand our customers' barriers and motivations while ensuring they receive the support needed to fully benefit from our services
As our Activation & Retentions Agent you will;
-
- Contact customers who have partially registered but not completed the sign-up process.
- Educate users on the benefits of completing their registration.
- Guide users through any outstanding KYC or technical requirements.
- Identify and resolve any onboarding barriers (e.g., documentation issues, confusion about process).
- Record feedback and trends to help improve the onboarding experience.
- Proactively call and follow up with customers who have become inactive or stopped transacting.
- Gather feedback on their experience, uncover reasons for churn, and identify opportunities for re-engagement.
- Offer personalised support and suggest relevant features, promotions, or updates to drive renewed usage.
- Escalate product or service issues that may be causing customer dissatisfaction.
- Review negative CSAT results and follow up with customers to understand the negative rating, report back to product and CS on findings.
Requirements:
-
- 2 years of experience in a customer service, sales, or retention-based role (preferably in fintech, telco, or financial services).
- Strong communication skills, both verbal and written.
- Empathetic, customer-focused mindset with excellent active listening.
- Inquisitive as to why the customer is facing this problem, what is the root cause?
- Data-driven approach to identifying and addressing trends.
- Comfortable using CRM systems and tracking tools.
- Fluency in English (Advantageous - Sotho speaking)
In your first 90 days at Mama Money you will:
-
- Gain a strong understanding of Mama Money product offering
- Become familiar with the Customer Success objectives
- Meet the Customer Success team
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 customers 2. Give it a go 3. Just own it
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