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Taptap Send is a cross-border fintech platform serving emerging markets, founded in 2019 by Harvard graduates and serial entrepreneurs. The company has built operations across 6 of 7 continents and is backed by top-tier investors including Spark Capital, Canaan, and Reid Hoffman. With 250+ employees across 50+ nationalities, Taptap Send is scaling a product that combines real-world impact with fintech innovation.
You will own the operations and customer success function for Taptap Send's new Business product line, which enables businesses to pay people and suppliers across emerging markets. This is a high-agency, hands-on role reporting to the Director of Business Operations. You will work across Product, Data, Engineering, and Compliance to build and run best-in-class support for a fast-growing product.
Key outcomes you will drive:
- Build AI-native account management support that significantly outperforms market standards
- Ensure service excellence as volume and product complexity increase, setting standards for BPO partners
- Own launch readiness for new products and geographies, building support infrastructure from scratch
- Translate customer feedback into quantified product insights for the roadmap
- Optimize support costs while maintaining quality at scale
Responsibilities include designing and running end-to-end support operations, identifying and automating unhappy customer paths, building AI-powered workflows to reduce manual effort, taking operational functions from 0-1 then 1-100, setting performance standards and KPIs for BPO partners, conducting ad hoc analysis on complex problems, acting as Product Ops for the Business line, collaborating with technical teams, and owning support for each new launch.
This is positioned as a "super Individual Contributor" role—you are the single-threaded owner, analyst, product manager, engineer, and operations lead for your domain. You don't coordinate; you leverage AI and ship improvements directly. Previous BizOps hires have gone on to lead functions and launch products.
REQUIREMENTS:
- 5-7+ years of high-performing experience in fast-paced, analytical environments
- B2B account management, customer success, or business operations experience for business/SME products; deep understanding of what business customers expect
- Proven ability to directly drive impact with ownership and autonomy
- Strong ownership mentality; dependable and willing to tackle hard problems end-to-end
- Comfortable using SQL to drive daily decisions
- Willingness to build and iterate on AI-powered workflows and automations
- No-task-too-small mentality; detail-oriented across tools and problem types
- Instinct for adding just enough process to scale without bureaucracy
- Comfort in regulated, 24/7 business environments where customer stakes are real
- London office-based
