Head of Customer Service, Capi
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3+ days a week in office
Reliable global payments for importers in emerging markets
Be an early applicant
Reliable global payments for importers in emerging markets
21-100 employees
Be an early applicant
+ Share options
3+ days a week in office
21-100 employees
Company mission
To grow GDP in emerging markets by making the global financial system fairer and more accessible.
Role
Who you are
- We're looking for someone who puts customers at the heart of every decision, and has the experience and conviction to influence the rest of the company to do the same
- 7+ years in customer service, operations, or client-facing roles in startups, ideally in a Whatsapp-heavy environment
- CS experience in a B2B environment
- Proven experience managing and developing CS or operations teams (5+ direct reports)
- Track record of designing and improving CS processes, SLAs and tooling at scale
- Experience implementing or migrating CS tooling (e.g. Zendesk, Intercom, Hubspot Service)
- Right to work in London or Paris
- Deep customer obsession — you genuinely care about the people on the other end of every ticket
- Fluent in French and English, both spoken and written
- Strong analytical mindset — comfortable diving into data to diagnose problems and measure impact
- Hunger for a high-paced, rapidly growing environment with broad exposure and autonomy
Desirable
- Previous experience at a VC-backed startup or top-tier consultancy
- Familiarity with payments, compliance, or cross-border financial flows
- Comfortable using AI tools to work faster and smarter
- Fluency in Wolof, Dioula, or other local languages of our key markets
What the job involves
- You will join our fast-growing global team as the internal champion of our customers
- Reporting to the Head of BizOps, you will lead our Customer Operations team, own the quality of every customer interaction at Capi, and push every other function in the company to deliver a better experience for the customers we serve
- Be the internal voice of our customers — always put them first, and hold the rest of the company to the same standard
- Translate recurring pain points into prioritised asks for compliance, sales, product and engineering, and push them through to resolution
- Run weekly ops-compliance and ops-sales retros, and own the operational side of our Enhanced Due Diligence process with compliance and sales
- Recruit, coach and develop the Specialists and Associates, scaling the team across markets and time zones
- Quality control customer interactions regularly to coach on quality, tone and resolution
- Build a high-performance, customer-obsessed team culture
- Measure and own customer service KPIs end-to-end: response times, resolution times, CSAT, SLA adherence
- Define what good looks like across written communication, tone, clarity, and resolution quality
- Act as the escalation point for the most sensitive customer situations
- Own Customer FAQs, internal playbooks, and customer-facing documentation
- Lead the selection, implementation and roll-out of new CS tooling (helpdesk, ticketing, knowledge base, quality control)
- Drive automation and process improvements that scale the function without proportionally scaling headcount
- Build the dashboards and reporting that give Capi leadership visibility on customer service health
Application process
- Deadline to Apply: July 30, 2026 at 11:00 PM UTC
Our take
In emerging markets, goods importers pay as much as 10% to settle their invoices - and wait weeks for the payment to arrive. Capi is setting out to combat this, with its international payments platform built specifically for importers in countries with rapid market growth.
Through the platform, users can pay suppliers in EUR, UDS or GBP at competitive rates and with settlement in just 24 hours. This represents a significant improvement over the current situation, which makes Capi stand out almost by default.
With strong support from investors, with a 17.2 million euro Series A raise in 2025, Capi is well-positioned to continue broadening its impact. With 25,000 international payments and counting across 92 countries and its local presence in emerging markets on the rise, Capi strives towards a future where companies in the developing world have the same quality of payments as in the US and Europe.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Feb 2025
$19.8m
SERIES A
Mar 2023
$0.2m
SEED
Total funding: $19.9m
Company benefits
- 25 days of annual + bank holidays
- 4 weeks of fully remote work
- Hardware provided - MacBook, monitor etc
- Pension Scheme
- Private health and medical insurance
- Enhanced parental leave
- Regular company socials and offsite retreats
- Weekly team lunches paid by Capi
- WeWork Office - near Old Street (includes pass, free coffee/beer, amenities and kitchen facilities)
- International travel & office exchange schemes
Company values
- We go the extra mile for customers - Capi serves businesses in emerging markets: their needs, struggles, and insights drive everything we do. We go the extra mile to understand our customers’ problems, spending time in their warehouses, down at the port, at trade fairs, or drinking tea with them. As we scale, it will become harder to stay close to every entrepreneur we serve, but we will invest in the people and systems to do this.
- Always be curious - We thrive in complexity across cultures and contexts, from supplier hubs in Yiwu to bustling markets in Lomé. There is no “business as usual” and our assumptions won’t guide us - only our curiosity can. This curiosity isn’t just about others - it’s also about ourselves. We build from first principles, question our biases, and aren’t afraid to ask stupid questions. This is what fuels innovation, builds trust, and ensures we’re solving the right problems in the right ways.
- Extraordinary talent, no egos - Our mission is too important (and difficult) to hire anyone but the best performers. We seek people who are default owners and extraordinarily effective. We also believe that how we achieve our mission matters: we leave ego at the door, put team before self, and believe no task is beneath us.
- Build resilience from hard things - We recognise that we are addressing inherently hard problems and that set-backs occur regularly. When they do, we remain calm and solutions focused. When we make mistakes, we own them and learn from them openly. Our mission will take time to achieve and so we support one another to stay resilient, both mentally and physically, ready to face the next challenge together.
- Move fast and don’t break things - We act with urgency, ensuring our customers, partners, and regulators experience high-quality and timely service. When obstacles slow us down, we do what it takes to get back on pace, like getting on a plane or joining a whole-team sprint. We prioritise getting things done over perfection — but in a regulated industry that’s not always possible, so we constrain our speed with prudence and good judgment.
Company HQ
Paris office
Leadership
Mitch R.
(Co-Founder & CEO)Venture Partner at Pioneer Fund, former COO/CFO/GC at Taptap Send, and was Regional Director and Evaluation Lead at GiveDirectly.
Scott Liddle
(Co-Founder)Previously Head of Markets (CRO & CMO) at Taptap Send, Founder at SpareHand and Director of Policy at Rory for London.
People progressing
Previously with ReD Associates, and then Central Growth Lead at Taptap Send; promoted from Commercial Lead to Head of Growth at Capi.
Founding Engineer at Capi, promoted to Head of Product.
Diversity, Equity & Inclusion at Capi
Sophia Guy-White (Head of People & Communications )
- We currently have 70 team members from over 15 different nationalities. As you can imagine, that is a lot of languages spoken! We all love to travel and learn about each other's cultures. The team is currently 60% male and 40% female identifying, with a goal to be 50/50 in the next 12-18 months.
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