South Africa Job Openings
Mama Money
Junior Social Media Customer Support Specialist
Cape Town
FULL TIME
November 29, 2024
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:
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- Respond promptly and professionally to customer queries and reviews across Social Media Platforms, including Facebook, Instagram, Twitter, Hello Peter, Linked In, 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:
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- 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:
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- 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, Tik Tok, Twitter, Linked In, Hello Peter, 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:
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- 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:
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- 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.
We’re all about making it easy. No red tape, no hassle. Just simple, seamless experiences that put people first. Whether it’s through clear, down-to-earth communication or groundbreaking solutions that push the boundaries, we’re here to make things easier, faster, and better for you.
We believe in giving it a go—and then giving it another go if we have to! We're a team of doers, dreamers, and innovators who aren't afraid to break the mold. We take bold steps, experiment with fresh ideas, and never stop learning. We embrace challenges because we know they help us grow—both as a company and as individuals.
At Mama Money, we own it—and we mean it. We take responsibility for our actions, our results, and how we show up every day. No passing the buck here. We approach every challenge with grit, passion, and determination, making sure our work reflects the care and respect we have for our customers, our team, and our mission.
Here’s the best part: Mama Money is a place that truly cares. We care about the trust our customers place in us. We care about our amazing team who bring their best every day. And we care about making an impact in the world, doing the right thing no matter what. We focus on what really matters—leaving behind the bureaucracy, ego, and noise that slow others down.
When you join Mama Money, you’re not just joining a company—you’re joining a community. We’re a passionate, down-to-earth crew that works hard and celebrates wins (big and small) along the way. We take our work seriously, but we don’t forget to have fun while we do it.
So, if you’re ready to make a real difference, take on exciting challenges, and grow in a place where you’re valued and supported, then Mama Money is the place for you. Let’s make an impact—together.
Mama’s values:
1. Making it easier for our customers
2. Give it a go
3. Just own it
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