Customer Operations Assistant

At Capi, we help businesses in emerging markets pay their international suppliers - simply, quickly, and fairly.

Backed by $18M+ from top-tier investors like Creandum, Y Combinator, General Catalyst, and angels from Revolut, Checkout, Stripe, and Remitly, we’re building the financial infrastructure that emerging markets deserve.

Founded by Mitch Riley, Scott Liddle, and Tom Watson - ex-Taptap Send leaders with deep experience across growth, finance, and emerging markets - Capi is on a mission to boost GDP in developing economies.

By making global trade smoother and more accessible, we help local businesses grow faster, hire more people, and power prosperity across their communities.

Our mission is to grow GDP in emerging markets by making the global financial system fairer and more accessible. We’re tackling global trade, making it easier for importers to pay their international suppliers. Our platform enables businesses to expand rapidly, create jobs, and be engines of prosperity for their countries.

Our team is made up of approx 60 people across 12 countries; we are a group of a highly-ambitious, get-it-done people, who like to work hard on something that has a tangible impact in the world. And we’re looking for more people to join our team!

Take a look through Capi’s mission & values.

Role Overview

You’ll join our fast-growing team at the heart of our operations, directly supporting customers and ensuring they have a seamless experience with Capi. Your primary focus will be client-facing work: responding to queries, guiding clients through compliance and payment processes, and ensuring that issues are resolved quickly and professionally.

You will also act as backup support for our Partner and Payment Operations team, stepping in when colleagues are out of office or during peak periods. This means you’ll gain exposure to partner relationships, liquidity management and payment execution, but this will not be your core day-to-day responsibility.

This role is ideal for someone who loves customer-facing work, thrives on problem-solving, and wants broad exposure across fintech operations in a high-growth environment.Key Responsibilities

Key Responsibilities

• Invoice Approval (Core Focus)

• Review and approve supplier invoices in line with Capi’s internal compliance approval guidelines

• Validate that invoices match the transaction details registered on the platform and flag discrepancies early

• Create issues when invoices are incomplete, unclear, or non-compliant

• Follow up with clients when issues remain unclear to them, to clearly explain required corrections and next steps

• Ensure invoices are approved within defined SLAs

• Escalate suspicious or high-risk cases to Compliance or Ops Leads with clear context and documentation

• Identify recurring invoice issues and contribute to improving guidelines, templates, and automation opportunities.

• Client Communication & Operational Support (Backup Responsibility)

(Coverage during peak periods or when Customer Operations Associates are out of office)

• Respond promptly and professionally to inbound customer queries about payments, invoices, and transaction status.

• Guide clients through compliance and documentation requirements, explaining processes clearly and without jargon.

• Manage communications on stuck or delayed payments, coordinating with banking partners and internal teams to resolve issues quickly.

• Take ownership of enhanced due diligence cases, gathering information and ensuring full understanding of clients’ businesses.

• Maintain and improve customer-facing resources (FAQs, guidance documents) based on live feedback.

Requirements

• 1–2 years of experience in customer operations, support, back-office operations, or a similar execution-focused role

• Strong attention to detail and ability to follow structured guidelines with consistency and accuracy

• Comfortable handling repetitive operational tasks in a fast-paced environment while meeting SLAs

• Fluent in French (written and spoken) and comfortable with English

Nice to Haves

• Experience in fintech, banking operations, or compliance-heavy environments

• Prior exposure to invoice review, transaction processing, or document verification workflows

• Familiarity with support / ops tools (e.g. Zendesk, Jira, Notion, Google Sheets)

• Interest in emerging markets and motivation to learn how cross-border payments work end-to-end

Additional Information

• This is a full-time position with competitive salary, share options, and benefits

• This role requires at least 3 days a week in the office

• Ideal Start date: Mid-Feb 2026 - We know that people will have notice periods in place and we can adjust accordingly

Capi is an equal opportunity employer and welcomes candidates from diverse backgrounds. We’re all about building a diverse, inclusive team at Capi. Whoever you are, we’d love to hear from you. If there’s anything you need to make the interview process easier—whether it’s accessibility support, a different format, or just a heads-up about what to expect—just let us know, we’re happy to help.