Implementation & Success Executive, Shamaazi
Customer Success
Fintech products and tools for good
Be an early applicant
Fintech products and tools for good
1-20 employees
Be an early applicant
1-20 employees
Company mission
To empower people to make good of their money; through disruptive innovation that equip people and organisations with platforms and products that are here for good.
Role
Who you are
- The Role
- You will be supporting a smooth onboarding journey ensuring the charity has completed all necessary paperwork and is established on the platform w/ widget implemented ready to make use of Shamaazi products
- Who you are
- A confident and proactive communicator, comfortable taking ownership in a fast-paced startup
- Highly organised with a sharp eye for detail and follow-through
- Experienced in customer success, support, or onboarding - ideally within SaaS, charities, or tech for good
- Comfortable juggling multiple tasks, stakeholders, and timelines
- A natural problem-solver, eager to improve processes and surface recurring issues
- Motivated by making a difference, both for the team and for the causes we support
What the job involves
- You’ll be the engine room of our Customer Success team, managing onboarding, resolving donor and charity issues, and supporting internal operations. The role is hands-on, cross-functional, and ideal for someone who thrives on process, clarity, and outcomes
- Own the charity onboarding process, guiding new partners through setup and documentation
- Monitoring HubSpot tickets daily - assigning, escalating, or resolving as appropriate
- Support donor escalations and sensitive ticket resolution, coordinating internally where needed
- Manage recurring data/reporting tasks, including weekly CS stats and performance snapshots
- Maintain and improve internal processes, from onboarding guides to knowledge base articles
- Coordinate outbound comms, drafting and reviewing charity-facing updates
- Identify and suggest improvements in our CRM, reviewing workflows, pipelines, and ticketing processes to support better automation and team efficiency
- Follow up with charities to complete admin tasks like DD checks, dashboard setup, and campaign prep
- How We Define Success
- You will create smooth, timely onboarding experiences for charities, resolve support queries efficiently, and help maintain high levels of partner satisfaction. You’ll help to make our internal systems run better through attention to detail, process thinking, and a proactive approach to identifying improvements
- You’re a key part of helping charities succeed on our platform, from their first login to their first donation and beyond
- What success looks like
- Success metrics may include:
- Time to first donation (Campaign Success)
- Average onboarding duration (reduced time to go live)
- First response time (donor & charity)
- Average resolution time per issue type (maintain service standards)
- % of queries resolved via FAQs/help docs (improved self-service and documentation)
- Recurring issues tracked and shared (Product or comms improvements)
- CSAT / NPS scores
Application process
- Screening call with People team (virtual, 45min)
- Meet your Line Manager (virtual, 1 hour)
- Technical Task and Technical / Competency interview (virtual, 1hr)
- Team fit interview (in person, in London, 1h30)
- Please note: While our interview process is currently designed to be virtual, we may include an in-person stage if it’s considered necessary or logistically feasible
Our take
Shamaazi is a fintech-for-good company that develops innovative technologies to help people make positive financial decisions. Specialising in creating products that channel funds for charitable purposes, Shamaazi has successfully facilitated over £17 million in donations.
What sets Shamaazi apart is its collection of products like MyTenNights and ZAKchat. MyTenNights automates donations during Ramadan, while ZAKchat helps Muslims accurately calculate their Zakat. The company's approach includes a match-funding platform, Givematch, which gamifies donation matching to increase engagement.
The company's journey began in 2015 with a social campaign and has since seen exponential growth, including a 153% increase in donations during the pandemic. Future plans involve expanding its global reach and continuing to innovate in the fintech space to maximise charitable giving.
Steph
Company Specialist at Welcome to the Jungle
Company
Company benefits
- Opportunities for growth and advancement as we scale
- Shamaazi has a dynamic, remote-first culture, with a focus on making work work for you. We give generous budgets for home set-ups. Flexible work environment with remote work options, allowing for autonomy and work-life
- Annual Learning & Development budget as well 3 paid leaves for courses or trainings
- Join a culture of collaboration, creativity, and continuous learning where your contributions are valued and celebrated
- Flexible and remote working - aside from core meetings, you can choose when you start and end your day. Quarterly team meetings in London based on job requirements / team structure
- £1,000 budget for employees to donate to any registered charity they like in the UK, US, Canada or Australia
- 25 days annual leave plus the usual public holidays
- Full health care
Company HQ
London, UK
Leadership
Ismael Dainehine
(Founder)Also Founder and CEO at Givematch. Previously worked at Skyla and Frizby.
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