Customer Support Specialist for Mama Money | Onsite CT

Who we are:

Mama Money is a growth stage fintech startup working to help migrant workers in South Africa send money home. Since 2015 we have been providing reliable remittances, at a socially fair price, to those that need it most. 

Mama HQ is in beautiful Cape Town, South Africa. We are 131 people strong (and counting) from 19 countries across Africa, Asia, the UK, and Europe. Our culture is built around the well-being of our team members and making a difference in our communities. “Just be lekker!” personifies our approach to work: we trust the wisdom of our talented and diverse team to do what is best for our customers and get the job done responsibly, without pedantic policies.  

We’ve been around since 2015 and have earned a few accolades along the way, made some new friends, and expanded our reach. We’ve had some great times and some tough times but we continue to focus on helping people rather than maximizing profit.

As a Social Media Customer Support Agent at Mama Money, you will handle customer inquiries, resolve issues, and provide service information via social media, ensuring quick responses and a positive brand image.

Social Media Support and Engagement:

• Respond promptly and professionally to customer queries and reviews across Social Media Platforms, including Facebook, Instagram, Twitter, HelloPeter, LinkedIn, Google Reviews, and Play/App Stores. 
• Monitor and manage comments, direct messages, and tags to maintain a positive brand presence.
• Investigate and resolve issues raised on Social Media by collaborating with relevant teams, ensuring timely resolutions.
• Escalate complex issues to the Customer Operations or Marketing teams when necessary.

Operational Collaboration and Customer Sentiment:

• Work closely with the Marketing team to ensure consistent tone and messaging aligned with Mama Money’s brand voice.
• Provide feedback and insights from customer interactions to help improve processes, communication, and customer satisfaction.
• Collaborate with the Customer Operations team to ensure seamless integration between social media support and broader customer service efforts.

About you:

• Proven experience in Customer Service or Social Media support roles.
• Mama Money product knowledge.
• Strong written communication skills with the ability to respond clearly, empathetically, and professionally.
• Familiarity with major Social Media platforms (Facebook, Instagram, TikTok, Twitter, LinkedIn, HelloPeter, Play/App Stores, Google Reviews).
• Excellent problem-solving skills with the ability to investigate and resolve customer issues.
• Comfortable working in a fast-paced environment and adapting to changing priorities.
• A team player who can collaborate effectively with multiple departments.
• Ability to work independently, take initiative, and stay organised.
• Proficiency in English.

In your first 90 days at Mama Money you will:

• Gain a deep understanding of Mama Money’s customer support processes and social media platforms.
• Build strong relationships with the Marketing and Customer Operations teams.
• Respond independently to a wide variety of Social Media queries while adhering to our tone and guidelines.

Some of the people you’ll work closely with are:

• Customer Success Team.
• Marketing Team.

Why Mama?

At Mama Money, we’re not just a company—we’re a movement. Everything we do is driven by one purpose: to make life better for our customers and the communities we serve. Our customers are our heartbeat, and they inspire every step we take.