Customer Reactivation Specialist (Ghana)

Pesa is a fast-growing fintech platform built to make financial services accessible and seamless for everyday immigrants. We're on a mission to drive financial inclusion and our customers are at the heart of everything we do. As we scale, we are looking for a driven Customer Reactivation Specialist who will be the voice of Pesa, re-engaging our Ghanaian customers and turning them back into active, loyal users.

This is not a typical call-centre position.
As a Customer Reactivation Specialist, you will be a frontline ambassador for Pesa - proactively reaching out to dormant and churned Ghanaian customers, understanding their experience, and persuading them to re-engage with the app. You will combine the empathy of a customer success professional with the tenacity of a top-performing sales closer.
You will own the full reactivation funnel: from identifying lapsed users, conducting outreach calls, diagnosing friction points, and personally driving customers back to active transacting.

WHAT YOU'LL DO

• Conduct high-volume outbound calls to customers, especially churned and dormant Pesa customers sending money to Ghana.

• Open honest conversations to understand customer pain points — listening deeply and without judgment.

• Diagnose barriers to app usage (UX issues, trust concerns, competitor alternatives, personal circumstances) and address them in real time.

• Apply persuasive, consultative techniques to re-engage customers and walk them through completing their first new transaction.

• Develop and test reactivation scripts, talking points, and offers - continuously refining your approach based on what works.

• Track all customer interactions, feedback, and outcomes in our CRM with precision and consistency.

• Identify patterns and themes in customer feedback and escalate product or service insights to the relevant teams.

• Collaborate with the marketing and product teams to design targeted reactivation campaigns.

• Hit and exceed weekly and monthly reactivation targets.

• Represent Pesa's brand with professionalism, warmth, and cultural sensitivity in every interaction.

WHAT WE'RE LOOKING FOR

Mindset & Character

• Extreme ownership mentality — you treat every churned customer as your personal responsibility to win back.

• Highly self-motivated; you do not need to be managed to hit your numbers.

• Resilient and persistent — you do not take 'no' personally and can gracefully recover from rejection.

• Naturally persuasive and able to adapt your style to connect with a wide range of personalities.

• Obsessively curious about why customers behave the way they do.

Communication Skills

• Excellent spoken and written English — you communicate with clarity, warmth, and professionalism.

• Excellent command of at least one Ghanaian language (Twi, Hausa, Ga, Ewe, or equivalent) — you can naturally shift into a customer's preferred language to build trust.

• Active listener who can identify the real reason behind a customer's hesitation.

• Confident on the phone — your voice conveys energy, credibility, and care.

Experience & Skills

• 1–3 years of experience in outbound calling, customer success, telesales, or collections.

• Proven track record of hitting targets in a phone-based, customer-facing role.

• Familiarity with fintech, mobile money, or financial services is a strong plus.

• Comfortable using CRM tools and mobile apps; ability to learn new tools quickly.

• Basic data literacy - able to interpret your own performance metrics and act on them.

WHY JOIN PESA?

• Be part of a high-growth fintech that is reshaping financial access in Ghana and beyond.

• Work in a culture of ownership

• Competitive salary

• A supportive, energetic team that celebrates wins and learns fast from setbacks.