CX Operations Improvement Specialist at Thunes

Nairobi, Nairobi Area, Kenya -

Full Time

Start Date

Immediate

Expiry Date

10 Jun, 26

Salary

0.0

Posted On

12 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Analytical Thinking, Problem Solving, Data Analysis, Root Cause Analysis, Issue Resolution, Stakeholder Collaboration, Process Improvement, Performance Metrics Tracking, Workflow Optimization, Automation Tools, Customer Support Platforms, Project Management, Communication, Payments Industry Knowledge, Lean, Six Sigma

Industry

Financial Services

Description

CX Operations Improvement Specialist Context of the Role Thunes has experienced rapid global growth over the past few years, onboarding customers across multiple markets and payout corridors. While acquiring new customers remains critical, retaining and supporting existing customers—especially as transaction volumes scale—is equally essential. The Customer Experience Operations Improvement Specialist plays a key role in protecting customer trust and revenue by strengthening the quality and reliability of our payout ecosystem. Sitting within the QCC team, this role focuses on identifying where and why issues occur, driving fast resolution, and implementing sustainable operational and partner improvements. Success in this role requires strong analytical thinking, a sense of urgency, and close collaboration across internal teams and external partners to continuously improve the end-to-end customer experience. Key Responsibilities Proactively identify, analyze, and resolve quality and operational issues across payout partners, minimizing customer impact and transaction disruption. Deep-dive into data to pinpoint where and why failures occur, separating symptoms from root causes with speed and precision. Work directly with payout partners to investigate incidents, agree on root causes, and drive both interim fixes and sustainable long-term solutions. Lead and coordinate issue resolution efforts across internal teams (Customer Support, Product, Engineering, Operations), ensuring fast alignment and clear ownership. Review solution gaps and project-manage initiatives to improve internal processes and external technical or operational setups with partners. Define, track, and analyze key quality and performance metrics; identify trends and present clear, actionable insights to stakeholders. Continuously improve operational workflows, tools, and automation to reduce response times, increase transaction success rates, and safeguard revenue. Drive cross-functional quality improvement initiatives that enhance customer experience while balancing speed, scalability, and cost. Qualifications 2-3 years of experience in an operational or technical role, preferably in customer experience, customer support, or business operations. Candidates with experience in the payments industry are preferred. Strong analytical and problem-solving skills, with the ability to interpret data and recommend improvements. Experience with customer support platforms (e.g., Zendesk, Salesforce, Freshdesk) and automation tools. Knowledge of process improvement methodologies (e.g., Lean, Six Sigma) is a plus. Strong communication skills and ability to collaborate with multiple stakeholders. Ability to manage multiple projects and prioritize tasks effectively. Ability to grasp processes and the technical infrastructure in place to support them. Excellent verbal and written communication skills. Ability to work cross-functionally and collaborate effectively with various teams. In addition, the ideal candidate will demonstrate the following competencies: A curious, proactive self-starter who challenges the status quo and is comfortable trying new approaches to drive better outcomes. This is not a “follow the SOP and tick the box” role. Empathetic and improvement-driven, with a strong desire to learn, build new skills, and deliver results. Adaptable and open to change; able to quickly absorb new information and adjust ways of working. Self-aware and growth-oriented; seeks feedback, understands strengths and gaps, and invests in continuous development. Strong problem solver who can cut through noise, identify root causes, and focus on what truly matters. Able to balance speed and quality, making smart trade-offs to get impactful solutions to market. Data-minded with strong analytical skills and the ability to use metrics to inform decisions. Clear, confident communicator—both written and verbal—with experience influencing and persuading senior stakeholders. Collaborative and respectful, able to work effectively across teams, cultures, and partners through influence rather than authority. Action-oriented and well-organized, with strong attention to detail and follow-through. Strong command of English (spoken and written); additional European language skills are a plus but not required. Sound like you? Apply now!

Responsibilities

This role focuses on proactively identifying, analyzing, and resolving quality and operational issues within the payout ecosystem by deep-diving into data and collaborating with partners to drive sustainable improvements. Key duties include leading issue resolution across internal teams, managing solution gaps, and defining/tracking quality metrics to enhance the end-to-end customer experience.