Customer Success Team Leader

Who we are:

Mama Money is a growth-stage fintech on a mission to improve the financial lives of migrants and underserved communities across Africa and beyond. What started in 2015 as a cross-border payments service has grown into a multi-product financial platform, giving people the tools to send, save, and manage money — on their own terms, at a socially fair price.

Mama HQ is in beautiful Cape Town, South Africa. We're 154 people strong (and counting), representing 19 countries across Africa, Asia, the UK, and Europe. From remittances to a growing range of financial products, everything we build is in service of people who deserve better. Our culture reflects that same commitment: we look after our team the way we want them to look after our customers. "Just be lekker!" means we trust our talented, diverse people to do what's right and make it happen — simply and with heart.

We've earned a few accolades, built lasting partnerships, and grown our reach in ways we're proud of. We've had good times and tough times, but our focus has never shifted: people over profit, always.

We're looking for a Customer Success Team Leader to coach, motivate, and grow a high-performing customer service team at Mama Money. You'll drive service excellence, balance performance with compliance, and help us keep making life easier for the customers we exist to serve. If you're a confident, people-first leader who loves solving problems before they happen, we'd love to hear from you.

What you'll be doing: Coaching and inspiring your team to deliver service excellence

Identifying opportunities to improve the customer experience

Building a focused, high-performing team

Planning and prioritising team activities to hit key targets without compromising quality or compliance

Driving team performance through regular 1-on-1s, reviews, PDP discussions, and performance improvement plans

Managing operational and regulatory risks, escalating where necessary

Ensuring the team understands and adheres to company and department standards, policies, and procedures

Following the Competence and Training Framework to ensure every team member reaches and maintains the skill level needed for their role

Ensuring daily, weekly, and monthly targets are consistently met

Stepping in to handle escalated or complex customer queries when needed

Owning day-to-day team management — including capacity planning, shift scheduling, and service standards

Required experience: At least 3 year's experience managing an inbound or outbound, omni-channel call centre team

Experience leading a team of approximately 12–15 agents

Strong computer literacy

Clear, confident, and professional communication skills

Excellent networking and relationship-building abilities

A performance-driven, customer-first mindset

A proactive approach to spotting and resolving issues before they escalate

Why Mama? At Mama Money, we build products that help people do more with their money, from sending money home, to saving, to accessing money in ways that feel safe & simple. The work we do matters because it helps real people in real ways every day. We care about making life easier for our customers. We’re not afraid to give things a go, and we take ownership of what we do. We keep learning, support each other, and stay focused on what matters most. If you’re looking for meaningful work and a team that cares about what they’re building, Mama Money could be the right place for you. Mama’s values: Making it easier for customers Give it a go Just own it