Customer Operations Associate

• 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
• 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

• 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

• Previous experience at a VC-backed startup, top-tier consultancy, or bank
• Fluency in other local languages of our key markets (Cameroon, CIV, Senegal, 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

competitive salary, share options, and benefits