Customer Success Supervisor: Activations and Escalations
Mama Money
Date: 10 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
Mama Money is looking for a detail-oriented and proactive Customer Success Supervisor (Activations and Escalations) to lead and optimize our customer onboarding and escalation processes. In this role, you will supervise daily operations related to customer activations using Incode, ensure regulatory compliance in verification, and act as a central point of contact for handling escalations with both internal teams and external partners. This role requires strong analytical thinking to identify bottlenecks and implement improvements to ensure a seamless and compliant customer experience
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
NB: Applications only open to candidates in Cape Town, or candidates who are actively looking to relocate at their own expense.
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
Mama Money is looking for a detail-oriented and proactive Customer Success Supervisor (Activations and Escalations) to lead and optimize our customer onboarding and escalation processes. In this role, you will supervise daily operations related to customer activations using Incode, ensure regulatory compliance in verification, and act as a central point of contact for handling escalations with both internal teams and external partners. This role requires strong analytical thinking to identify bottlenecks and implement improvements to ensure a seamless and compliant customer experience
As our Customer Success Supervisor you will:
-
- Supervise and coordinate daily workloads of customer success agents focused on activations and escalations.
- Assess customer-submitted documentation for authenticity and ensure verification aligns with compliance and business standards.
- Escalate suspicious or non-authentic documents to relevant teams for further investigation.
- Monitor activation conversion rates and identify root causes for underperformance.
- Analyze and report on registration bottlenecks and recommend solutions to improve customer onboarding efficiency.
- Manage escalated customer service tickets and ensure resolution timelines are met in collaboration with internal and external stakeholders.
- Prepare and deliver monthly reports on activation conversion rates and system/process bottlenecks.
- Compile monthly escalation reports for partners, including outstanding tickets, resolution statuses, and root cause analyses.
Requirements:
-
- Minimum 3 years of experience in customer onboarding or activation roles within a Fintech or Financial Services environment.
- At least 2 years of people management or supervisory experience.
- Proficiency in Microsoft Office, with advanced Excel skills.
- Strong verbal and written communication skills.
- Excellent analytical and problem-solving abilities.
- Ability to work under pressure, prioritize effectively, and meet deadlines.
- Advantageous: An additional language and experience with digital identity verification tools
In your first 90 days at Mama Money, you will:
-
- Complete onboarding, systems training, and shadowing to understand Mama Money’s activation and escalation processes.
- Build strong relationships with internal teams and external partners.
- Review historical data and current KPIs on activations and escalations.
- Begin supervising daily team operations and managing escalated cases.
- Identify bottlenecks in onboarding and propose quick-win improvements.
- Deliver the first monthly reports with insights and implement process enhancements.
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
NB: Applications only open to candidates in Cape Town, or candidates who are actively looking to relocate at their own expense.
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