Business Operations Manager at straitPay

Who we are 

straitPay is rebuilding the way cross-border payments work for African businesses, starting with SMEs in Nigeria. Our product simplifies international transactions, offering speed, reliability, and lower costs—powered by a lean, user-centric approach and deep FX & compliance capabilities. 

Who you are 

You’re a systems thinker, operator, and people leader. You can anticipate bottlenecks before they arise, thrive on process efficiency, and love building experiences that make customers feel truly supported. 

The Role 

You’ll be responsible for making sure the engine of our operations runs smoothly, and every customer touchpoint reflects our promise of reliability. From onboarding to retention, you’ll manage the systems, people, and insights that make it happen. 

Duties & Responsibilities 

• Design and implement operational workflows for customer onboarding, payment support, and internal compliance tracking. 
• Set up the customer success infrastructure (support tools, FAQs, ticketing processes). 
• Hire, train, and manage the customer support team as we scale. 
• Collaborate with the Product team to incorporate customer feedback into the roadmap. 
• Lead efforts in quality assurance, SLA tracking, and customer satisfaction metrics. 

What you\'ll bring to the table 

• 4+ years experience in Core Operations or customer success, preferably in Fintech, Digital Banking or SaaS. 
• A track record of building and scaling internal systems. 
• Excellent communication and stakeholder management skills. 
• Comfort with CRM and support tooling (e.g. Zendesk, Intercom). 

Nice to Haves 

• Experience in B2B cross-border payments or financial services. 
• Familiarity with KYC/AML compliance workflows. 
• Data analysis or dashboarding skills. 

Our values, and yours 

• Clarity over noise. 
• Progress over perfection. 
• Empathy drives our design—and our decisions. 
• Every customer touchpoint is a chance to build trust. 

What you\'ll get 

• A chance to shape a business from the ground up. 
• Mission-driven teammates who care about impact. 
• Direct access to leadership and strategic decisions. 
• Fast feedback loops and lots of autonomy.