Customer Operations Associate

Capi Job Opportunity

Capi helps businesses in emerging markets pay their international suppliers quickly and efficiently. We've raised over $18m across Seed and Series A (Q4 2024) and are on a fast growth trajectory globally.

Capi was founded by Mitch Riley, Scott Liddle, and Tom Watson. Mitch and Scott were COO/CFO/GC and CRO/CMO at Taptap Send, a remittance unicorn, and have spent two decades between them working in emerging markets, and Tom is a career entrepreneur and founder.

Working in emerging markets is opening the door for us to have an economical impact on African markets by allowing businesses to pay suppliers and partners through our platform - we are currently live across Senegal, Ivory Coast, Cameroon, Kenya, Benin, Togo, Congo Brazzaville, and Mali, with many more coming soon.

Our team is made up of approx 70 people across 8 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!

Role Overview

You'll join our fast-growing team at the heart of our operations, directly supporting customers and ensuring they have a seamless experience with Capi. Your primary focus will be client-facing work: responding to queries, guiding clients through compliance and payment processes, and ensuring that issues are resolved quickly and professionally.

You will also act as backup support for our Partner and Payment Operations team, stepping in when colleagues are out of office or during peak periods. This means you'll gain exposure to partner relationships, liquidity management, and payment execution, but this will not be your core day-to-day responsibility.

This role is ideal for someone who loves customer-facing work, thrives on problem-solving, and wants broad exposure across fintech operations in a high-growth environment.

Key Responsibilities

• Client Communication & Operational Support (Core Focus)

  • Respond promptly and professionally to inbound customer queries about payments, invoices, and transaction status.
  • Guide clients through compliance and documentation requirements, explaining processes clearly and without jargon.
  • Manage communications on stuck or delayed payments, coordinating with banking partners and internal teams to resolve issues quickly.
  • Take ownership of enhanced due diligence cases, gathering information and ensuring full understanding of clients' businesses.
  • Maintain and improve customer-facing resources (FAQs, guidance documents) based on live feedback.
  • Identify recurring pain points in customer journeys and propose improvements to processes and tools.

• Payment Operations & Liquidity Management (Backup Responsibility)

  (Coverage when primary team members are out of office or during high-volume periods)

  • Manage customer payments, including initiating payments, ensuring we have sufficient liquidity in the right places, and money is collected from customers on time.
  • Troubleshoot and solve difficult payment issues, working directly with our customers and banks to resolve them.
  • Respond to payment-related compliance queries from banks.
  • Oversee liquidity on Africa-based bank accounts and collection channels, working with local partners to optimize working capital efficiency.
  • Initiate and monitor settlement from local African accounts to trading partners, ensuring timely payments.

Requirements

• Minimum of 2 years of experience in customer-facing roles or project management
• Fluent in French and English, both spoken and written
• Excellent organizational and follow-through skills
• Hunger for a high-paced, rapidly growing environment with broad exposure and autonomy
• Familiarity with tools like Hubspot, Slack, Excel, Google Sheets, Zendesk

Nice to Haves

• Previous experience at a VC-backed startup, top-tier consultancy, or bank
• Fluency in Dioula, or other local languages of our key markets (CIV, Senegal, Cameroon, Mali, Kenya)
• Experience handling client due diligence and documentation workflows
• You care about our mission and believe the current situation facing African businesses is unfair

Additional Information

• This is a full-time position with competitive salary, share options, and benefits
• This role requires at least 3 days a week in the office
• Ideal Start date: January 2025 (flexible)

Capi is an equal opportunity employer and welcomes candidates from diverse backgrounds. We're all about building a diverse, inclusive team at Capi. Whoever you are, we'd love to hear from you. If there's anything you need to make the interview process easier—whether it's accessibility support, a different format, or just a heads-up about what to expect—just let us know, we're happy to help.