Customer Success Consultant - (English)

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 a Customer Success Consultant, you will manage customer service communication across all contact channels and ensure the feedback loop is closed at all times. Your focus will be on assisting all English speaking customers.

What you will be doing:

• Be a single point of contact for customer queries
• Utilise the customer service tools provided for accurate responses and exceptional customer experience 
• Meet or exceed quality and productivity goals assigned by management
• Demonstrate clear and polite written and oral communication at all times 
• Maintain a positive and professional demeanor and portray the company in a positive light
• Demonstrate an appropriate sense of urgency for given tasks and service levels
• Follow company policies and processes in order to process customer requests appropriately
• Demonstrates knowledge and use of departmental resources, policies and procedures
• Escalate customer issues to other departments appropriately and correctly
• Proactively communicate people, product, process issues, and customer feedback trends to management
• Suggest innovative solutions to people, product, and process issues to reduce customer and employee impact
• Consistently exceed customer expectations by going above and beyond
• Take initiative in solving customer complaints 
• Has the ability to understand the real customer need and solve for that need
• Supportive of colleagues and other departments 
• Report suspicious customer behaviour activity
• Maintain a positive relationship with external card stakeholders 
• Create, monitor and close all support tickets to resolve queries 
• All other general administrative duties as assigned

About you:

• You are fluent in English 
• You have the legal right to live and work in South Africa 
• You are based in Cape Town 
• Excellent written and verbal communication skills

Why Mama?

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

NB: Applications only open to candidates in Cape Town, or candidates who are actively looking to relocate at their own expense.