---
title: 'Customer Support Agent at Taptap Send'
canonical: 'https://feeny.ai/job/customer-support-agent-taptap-send-casablanca-yvhg2p3j8brs'
type: 'job'
last_seen: '2026-09-06'
---

# Customer Support Agent at Taptap Send

- **Company:** Taptap Send
- **Location:** Casablanca, Morocco
- **Employment:** full-time
- **Posted:** 2026-07-30
- **Last confirmed live:** 2026-09-06
- **Apply:** https://jobs.ashbyhq.com/taptapsend/3e46eef3-65b0-4a22-98d7-1b552ee842be

## Job description

## ABOUT US

We’re building the world’s leading cross-border fintech for emerging markets - empowering families, fueling local economies, and changing how millions access financial services.

Since our launch in 2019, we have transformed how money moves across borders with our operations spanning 6 out of 7 continents and covering both the busiest and most underserved (remittance) corridors. We tapped into a massive shift - from banks to phones - bringing digital finance to places where traditional systems never reached. The next stage of growth will fuel a network of services and products especially designed to make money more accessible to diaspora communities including local cards, and additional savings and payments features.

We’re growing fast, backed by world-class investors, and scaling a product that blends real world impact with cutting edge fintech innovation.

Here’s a little more:

- Founded by Harvard grads and 3-time founders who previously built Segovia (acquired) and GiveDirectly (>$300M revenue, fastest-growing NGO in the world)
- Backed by top investors including Spark Capital, Canaan, Reid Hoffman, Breyer Capital, Unbound, Wamda, and more
- Built by global top performers from Bain, Google, McKinsey, Uber, Checkout, Bolt, and beyond - we move fast, stay humble, and care deeply about our mission
- Truly global team - 250+ people, 50+ nationalities, 50+ languages
- Guided by our values - ownership, impact, humility, and heart - in deed, not just word

## THE ROLE

As a Customer Support Agent at Taptap Send, you’ll be the first point of contact for our customers — helping them resolve issues quickly and effectively while delivering an excellent support experience. This is a development-focused role: as you gain experience and demonstrate strong performance, you’ll have the opportunity to progress into a Tier 2 / Escalation Agent position, handling more complex and sensitive cases.

## RESPONSIBILITIES

- Provide timely, accurate, and empathetic support to customers via chat, email, and phone
- Resolve common customer issues efficiently, following internal processes and SLAs
- Accurately document customer interactions and resolutions
- Escalate complex or sensitive cases to the Tier 2 / Escalation team following defined procedures
- Collaborate closely with other agents and internal teams to ensure customer satisfaction
- Identify recurring issues and flag potential improvements to processes or tools
- Keep up to date with product features, policy updates, and process changes
- Participate in training sessions and actively develop skills needed for Tier 2 / Escalation responsibilities

## REQUIREMENTS

- 1+ years of experience in customer support or a similar customer-facing role
- Excellent communication skills, both written and verbal
- Patience, empathy, and professionalism when dealing with customers
- Strong problem-solving and multitasking abilities
- Comfortable using customer management and ticketing tools
- Fluent in English plus one of: Bengali, Nepali, Hindi, Portuguese or Creoles
- Organised, detail-oriented, and motivated to learn and grow

## NICE TO HAVE

- Experience in a fast-paced work environment
- Knowledge of payments, refunds, or transaction-related issues
- Familiarity with the money transfer or fintech industry
- Proven ability to de-escalate challenging situations
- Banking customer support experience

## CAREER DEVELOPMENT

This position offers a clear path for professional advancement. Agents who demonstrate excellence in customer satisfaction, communication quality, and process adherence will have the opportunity to move into a Tier 2 / Escalation role, where they’ll take on more complex cases and contribute to continuous improvement initiatives.

TAPTAP VALUES  https://www.taptapsend.com/our-values

Impact first

## Team next

Accept reality

Propose solutions

Win with grit

Be proactively candid, with yourself and others

Love the particular

Own it

Create positive energy

Maybe, even have fun

Taptap Send is an equal opportunity employer dedicated to building an inclusive and diverse workforce. All employment decisions are decided on the basis of qualifications, experience and business need. We strongly encourage applications who are members of underrepresented communities to apply.

If you require reasonable adjustments to be made during the recruitment process, please do not hesitate to let us know. Any information you provide us in this respect will only be used to accommodate your requirements.

Note: we recognize imposter syndrome is real - any candidate that does not perfectly fit every characteristic of this role is still strongly encouraged to apply.

## About Taptap Send

## Company Overview
- **One-liner**: Taptap Send is a fintech company that provides a mobile app for low-cost, fast international money transfers to Africa, Asia, the Caribbean, and Latin America.
- **Entity Type**: Private (Series B, raised $78.4M total)
- **Headquarters**: London, England, United Kingdom (also lists New York, United States as a primary hub)
- **Founded**: 2018
- **Founders**: Michael Faye (CEO, Co-founder)

## Core Business
- **Primary industry**: Financial Services / Fintech (International Money Transfers)
- **Target customers**: B2C – primarily diaspora communities in the UK, US, Canada, Australia, UAE, and EU sending money to friends and family in over 70 destinations across Africa, Asia, the Caribbean, and Latin America.
- **Mission or purpose statement**: To make cross-border remittances fast, secure, and affordable, working toward the UN Sustainable Development Goal of reducing remittance costs to under 3% by 2030. The company states it will not pursue strategies or practices it believes to be harmful to customers, even if that means restricting its product set.

## Core Business
- **Primary industry**: Financial Services (International Money Transfers / Remittances)
- **Target customers**: B2C – diaspora communities in the UK, US, Canada, Australia, UAE, and the EU.
- **Mission or purpose statement**: To help people send money back home quickly, securely, and at a fraction of the cost of traditional services, while working to make the UN Sustainable Development Goal of bringing cross-border remittance costs down by 2030 a reality today.

## Products & Services
- **Taptap Send App**: A mobile application that enables users to send money to over 70 destinations, including Nigeria, Senegal, Kenya, Ghana, Bangladesh, Pakistan, India, Mexico, and Brazil. The service focuses on low-cost, fast transfers, often to mobile money wallets, and is available in the UK, US, Canada, Australia, UAE, and across the EU.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed.
- **Key Metric**: Total Funding of $78.4M (across multiple rounds, including a $65M Series B in December 2021 led by Spark Capital, and a $13.4M Series A in May 2020 led by Canaan Partners and Reid Hoffman). Estimated annual revenue of $10M.
- **Notable Investors/Partners**: Reid Hoffman (co-founder of LinkedIn), Spark Capital, Canaan Partners, Balderton Capital, Flourish Ventures, Breyer Capital, Omidyar Network, Helios, Wamda Capital, Crescent Enterprises, Slow Ventures, Coventures.
- **Growth Signals**: The company has moved billions of dollars and is trusted by millions of customers. It has grown to 280 employees (+24.8% YoY), operates in 35 countries, and has active job postings up 66.7% year-over-year. The company is live in the UK, US, Canada, Australia, UAE, and across the EU, sending to over 70 destinations.

## Competitive Advantages
- **Social Mission Focus**: The company explicitly prioritizes social good over profit, stating it will not pursue strategies harmful to customers, which builds strong brand trust in a market often plagued by high fees and poor service.
- **Deep Market Specialization**: Focuses on underserved diaspora corridors (Africa, Asia, Latin America, Caribbean) with deep local knowledge and partnerships, enabling fast transfers to mobile money wallets in rural areas where traditional services have limited reach.
- **Strong Investor Backing**: Backed by top-tier investors including Reid Hoffman, Spark Capital, and Canaan Partners, providing both capital and strategic credibility.
- **Rapid Growth & Scale**: Has moved billions of dollars and is trusted by millions of customers, with a presence in over 70 destination countries and 35 operating countries.

## Strategic Focus
- **Geographic Expansion**: Continuously launching new destination countries and corridors, with a focus on expanding reach in Africa, Asia, and Latin America.
- **Product Optimization**: Relentlessly pursuing solutions to lower costs, reduce delays, and increase convenience for users, particularly for mobile money wallet transfers.
- **Social Impact**: Deeply committed to its social mission of reducing remittance costs, which serves as a core strategic differentiator and driver of customer trust.

## Why Work Here
- **Culture**: Emphasizes a strong social mission ("Impact first"), teamwork ("Team next"), humility, and a focus on understanding specific local contexts ("Love the particular"). The company values proactive problem-solving and continuous improvement.
- **Global & Diverse Team**: Team members come from 25 countries and speak over 30 languages. Office hubs in New York, London, Brussels, Paris, Casablanca, and Dubai.
- **Remote/Hybrid Policy**: Not explicitly stated, but the company has multiple office hubs and a globally distributed team, suggesting a flexible or hybrid work environment.
- **Notable Perks**: Competitive salary and stock options, great benefits. Rated one of the best companies to escape to by Escape the City's 'Escape 100'. The company values learning about different cultures and celebrates diversity.
- **Engineering Culture**: Backed by top-tier VCs and rapidly growing, with a focus on solving hard problems in payments, compliance, and scalability. The team includes talent from top tech companies like Twitter, Yahoo, Uber, and Amazon.

## Sources
1. [taptapsend.com](https://www.taptapsend.com/en/about-us)
2. [taptapsend.com](https://www.taptapsend.com/en/careers)
3. [cbinsights.com](https://www.cbinsights.com/company/taptap-send)
4. [linkedin.com](https://uk.linkedin.com/company/taptapsend)
5. [jobs.ashbyhq.com](https://jobs.ashbyhq.com/taptapsend)

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