Capi is building the financial infrastructure for emerging markets trade.
Backed by $18M+ from top-tier investors like Creandum, Y Combinator, General Catalyst, and angels from Revolut, Checkout, Stripe, and Remitly, we’re building the financial infrastructure that emerging markets deserve.
Our mission is to grow GDP in emerging markets by making the global financial system fairer and more accessible. We’re tackling global trade, making it easier for importers to pay their international suppliers. Our platform enables businesses to expand rapidly, create jobs, and be engines of prosperity for their countries.
Our team is made up of approx 100 people across 10 countries; we are a group of a highly-ambitious, get-it-done people, who like to work hard on something that has a tangible impact in the world. And we’re looking for more people to join our team!
Take a look through Capi’s mission & values.
Role Overview:
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. 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.
Key Responsibilities:
Champion our customers across functions
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
Lead and develop the Customer Operations team
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
Raise the bar on customer service quality
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
Build the systems that scale CS
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
Requirements:
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
Nice to haves
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
Additional Information
This is a full-time position with competitive salary, share options, and benefits
This role requires at least 3 days a week in the office, in London or Paris
Ideal start date: Q3 2026 - We know that people will have notice periods in place and we can adjust accordingly
Capi is an equal opportunity employer and welcomes candidates from diverse backgrounds. We’re all about building a diverse, inclusive team at Capi. Whoever you are, we’d love to hear from you. If there’s anything you need to make the interview process easier—whether it’s accessibility support, a different format, or just a heads-up about what to expect—just let us know, we’re happy to help.
We've won some cool awards recently too! Check them out: