Head of Customer Operations

Role Overview:
We are looking for an experienced leader to build and scale our customer support and operations function. You will be responsible for building empowered support teams, as well as driving operational excellence across multi-market environments with a focus on leveraging technology and automation, while ensuring the highest levels of customer satisfaction and retention. This is a hands-on leadership role where you'll set the vision for customer experience while also owning end-to-end execution: from team development and process optimization to implementing scalable systems and designing data-driven feedback loops.

About Moment:

Africa is at the cusp of an economic revolution. 1.5 billion people are embracing electronic payments, mobile everything, and racing towards a digital transformation that will change the world for the next two decades. While Internet- and banking-penetration have come late to Africa, a youth-driven tidal wave of change is hitting the continent, and global businesses and local champions are in a race to unlock its potential.

In partnership with Multichoice, the largest entertainment platform on the African continent, we are building a payment platform as ambitious as the customers we serve.

This is truly the Moment for Africa.

Our Culture:

At Moment, we believe building the future is a team sport; partnership and collaboration lie at the core of everything we do. We take pride in working hard and strive to be world class every day, without forgetting to have a little fun along the way. We're straight-talkers who prioritize speed of execution over perfection. We're ok with uncertainty and don't let it get in the way of making smart decisions quickly. We like to get things done.

We value diversity of thought, culture, and background and strive to build a business and work environment as vibrant as the continent we serve. Changing the lives and unlocking the ambitions of a continent isn't for the faint of heart - but with a passion for people and a desire to make a lasting impact, we believe we can build an enormous business that also delivers good in the world.

Job Requirements:

• 10+ years of leadership experience across customer experience, operations, or support in high-growth, tech-centric businesses
• Track record of scaling operations across multiple regions and managing diverse teams
• Strong expertise in building and optimizing CX systems and CRMs (Zendesk, Intercom, Salesforce, etc.)
• Experience integrating automation into customer support processes with a clear vision around how to build a best-in-class and future-proof customer experience platform
• Proven ability to design and execute operational strategies, including budgeting, forecasting, SLA management, and reporting
• Strong people leadership skills: recruitment, training, coaching, performance management
• Experience working in emerging markets is a strong plus

Job Responsibilities:

• Develop and lead high-performing customer support and operations teams across multiple markets
• Design and scale customer experience operations, integrating AI and automation to improve efficiency and customer satisfaction
• Own service quality, performance metrics, and reporting to ensure consistent delivery across all regions
• Partner with Product, Engineering, and Design teams to embed customer insights directly into product development and business strategy
• Oversee workforce planning, resource forecasting, and budget management to align with business growth
• Drive continuous improvement initiatives, including SOP development, workflow optimization, and cross-functional collaboration
• Champion a culture of excellence, innovation, and customer obsession within the operations organization