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Mama Money
Mama Money

Customer Success Reporting Analyst

Cape Town, South Africa
Full-Time

TLDR

Turns data into actionable insights to improve customer experience and operational performance through dashboards, Zendesk administration, and process automation.

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. We give 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 150 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 Reporting Analyst to help us turn data into actionable insights that improve customer experience and operational performance. In this role, you'll be responsible for reporting, dashboard development, workforce management support, Zendesk administration, and identifying opportunities to improve processes through data, and automation. As our Customer Success Reporting Analyst you will:

  • Develop practical tracking processes, governance routines, and performance reporting.

  • Manage and prioritise requests based on business value, urgency, dependencies, and team capacity.

  • Build dashboards, consolidate information, and create clear reports to support decision-making.

  • Support end-to-end Zendesk implementations, including setup, configuration, and deployment.

  • Design and improve ticket workflows, routing rules, SLAs, automations, triggers, macros, and views.

  • Configure and manage customer support channels, including voice, email, chat, and messaging.

  • Review and optimise the Zendesk platform to improve efficiency, customer satisfaction, and operational costs.

  • Define AI use cases, guidelines, and escalation processes with key stakeholders.

  • Monitor AI performance and continuously improve it using feedback and reporting.

  • Ensure workforce management (WFM) systems are updated accurately and on time.

  • Monitor contact centre operations to maintain appropriate staffing levels.

  • Produce and analyse intraday reports to track performance and identify trends or issues.

    • About you:
     

  • Strong analytical skills with the ability to turn data into meaningful insights and recommendations.

  • Highly organised and detail-oriented, with the ability to manage multiple priorities and meet deadlines.

  • Experienced in working with reporting tools, dashboards, and large data sets to identify trends and opportunities.

  • Strong communication and stakeholder management skills, with the ability to present information clearly and effectively.

  • Proactive, adaptable, and committed to continuous improvement, accuracy, and delivering high-quality work.

    • 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



    NB: Applications only open to candidates in Cape Town, or candidates who are actively looking to relocate at their own expense.

    Mama Money
    Mama Money

    Mama Money is a fintech startup dedicated to providing safe, fast, and low-cost international money transfers specifically for migrant communities in South Africa. By focusing on socially fair pricing, we enable migrant workers to send money home reliably, making a positive impact on their families and communities.

    Founded
    Founded 2013
    Employees
    201-500 employees
    Industry
    Diversified Financial Services
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    Reporting Analyst
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