Customer Operations Specialist – Driving Customer Experience Excellence & Partner Relationship Management in East Africa
About brighthush
brighthush is a forward‑thinking fintech pioneer that empowers millions across Africa with accessible, reliable, and innovative financial solutions. Our mission is to bridge the gap between underserved communities and the digital economy, creating lasting impact through technology, partnership, and a relentless focus on customer delight. Operating in a dynamic, fast‑paced environment, we thrive on curiosity, collaboration, and a shared commitment to excellence. If you’re passionate about transforming lives, love solving complex problems, and want to be part of a team that values bold ideas and continuous learning, brighthush is the place for you.
Why Join brighthush?
At brighthush, we believe that great work starts with a great culture. We champion diversity, encourage autonomy, and reward innovation. Our remote‑first approach gives you the flexibility to work from anywhere in Tanzania while staying connected to a vibrant, supportive community. We invest heavily in professional development, offering mentorship, training, and the chance to work on high‑impact projects that shape the future of fintech in Africa.
Key Responsibilities
- Operational Excellence: Proactively identify and implement process improvements that streamline customer touchpoints, ensuring seamless experiences across all channels.
- Continuous Improvement: Lead research initiatives—focus groups, surveys, and data analysis—to surface insights that drive service enhancements.
- Partner & Agent Support: Deliver comprehensive training to brighthush and Client Call Centre Agents, ensuring they are equipped to resolve customer queries efficiently.
- Stakeholder Collaboration: Build and nurture relationships with internal teams and external partners to embed a customer‑centric mindset in every decision.
- Project Leadership: Own end‑to‑end projects aimed at elevating customer experience metrics, from ideation through execution and measurement.
- Insight Generation: Monitor customer interactions, extract actionable insights, and produce insightful reports on social media trends, operational performance, and customer sentiment.
- Escalation Management: Resolve escalated customer issues within SLA, coordinating with cross‑functional teams to achieve timely, satisfactory outcomes.
- Incident Tracking: Log and analyze technical incidents affecting customer experience, collaborating with technical squads to root‑cause and remediate problems.
- System Configuration: Assist in the setup and maintenance of internal support systems, ensuring they align with evolving business needs.
- Partner Integration: Facilitate the onboarding of new ecosystem partners, financial service providers, and product launches in the region.
- Flexibility: Be prepared to work weekend shifts as required and travel to Dar es Salaam for weekly visits to call centres, agents, and partners.
Essential Qualifications
- Tertiary qualification in Operations, Business Administration, or a related field.
- 2–5 years of experience in a customer‑centric role, with proven expertise in relationship management, research, insights gathering, and reporting.
- Hands‑on exposure to a call centre environment.
- Excellent communication skills in English (both written and spoken).
- Strong analytical, logical, and reporting capabilities.
- Self‑motivated, proactive, and a collaborative team player with high integrity.
- Project management skills and the ability to multitask, prioritise, and manage time effectively.
- Creativity, solution‑oriented mindset, and initiative‑driven approach.
- Willingness to travel to Dar es Salaam for on‑site engagements.
Preferred (Bonus) Qualifications
- Experience in IT, Telecoms, or Fintech environments.
- Knowledge of Mobile Money platforms and financial technology ecosystems.
- Own vehicle for flexible travel.
Skills & Competencies
- Customer‑first mindset with a passion for delivering exceptional service.
- Strong stakeholder management and cross‑functional collaboration.
- Data‑driven decision making and ability to translate insights into action.
- Project ownership from concept to delivery, with a focus on measurable outcomes.
- Adaptability to a fast‑moving, evolving environment.
- Excellent written and verbal communication, with the ability to influence and negotiate.
- Technical aptitude for configuring and troubleshooting support systems.
Career Growth & Learning Opportunities
At brighthush, your career trajectory is as dynamic as the fintech landscape. You’ll have the chance to:
- Lead cross‑functional initiatives that shape product strategy and customer experience.
- Progress into senior operations, product, or partnership roles.
- Participate in leadership development programs and mentorship circles.
- Attend industry conferences, workshops, and hackathons to stay ahead of trends.
- Contribute to thought leadership pieces, whitepapers, and internal knowledge bases.
Work Environment & Culture
brighthush fosters a culture of empowerment, transparency, and continuous improvement. You’ll experience:
- Remote‑first flexibility with a supportive virtual community.
- Inclusive, diverse teams that celebrate different perspectives.
- Opportunities to experiment, fail fast, and iterate.
- Regular town‑halls, hack days, and social events to build camaraderie.
- A clear focus on work‑life balance, mental health, and well‑being.
Compensation, Perks & Benefits
While specific figures vary by role and experience, brighthush offers a competitive salary package, performance‑based bonuses, and a comprehensive benefits suite that includes:
- Health and wellness coverage.
- Flexible working hours and remote work options.
- Professional development budget and training resources.
- Employee stock‑option or equity participation.
- Annual company retreats and team‑building activities.
- Access to cutting‑edge tools and technology.
Ready to Make an Impact?
If you’re driven by purpose, thrive in a collaborative environment, and want to help shape the future of financial inclusion in Africa, we’d love to hear from you. Join brighthush and turn your passion for customer experience into real, measurable change.