Training Specialist (CPT)

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 who need it most.
Mama HQ is in beautiful Cape Town, South Africa. We are 150 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 and making things easier for our customers.

The Training Specialist will ensure Customer Support and Field Sales teams are consistently well-trained, confident, and equipped with up-to-date product knowledge, processes, and tools - enabling high-quality customer experience, operational efficiency, and fast, safe product rollouts across Mama Money. This role owns the end-to-end training lifecycle: onboarding, continuous upskilling, knowledge management, certification, and change enablement.

Key Responsibilities::
• Training Design & Delivery: Design, maintain, and improve onboarding and ongoing training for Customer Support and Field Sales.
• Create learning content: SOPs, playbooks, decks, videos, assessments, and certifications.
• Deliver onboarding, refresher, upskilling, product update, and remediation training.
• Ensure agents maintain strong knowledge across all Mama Money products.
• Soft Skills Training: Design and deliver programs on communication, empathy, problem-solving, conflict resolution, and professionalism.
• Coach agents on difficult conversations, escalations, and brand-aligned service.
• Reinforce customer-first behaviours using QA insights, call reviews, and real scenarios.
• Cross-Selling & Commercial Enablement: Train agents to identify customer needs and recommend relevant products.
• Partner with Product, Marketing, and Operations to embed adoption and revenue opportunities.
• Monitor and optimize training effectiveness based on conversion and quality metrics.
• Knowledge Management & Documentation: Ensure accuracy, structure, and usability of knowledge bases, SOPs, and FAQs.
• Keep documentation current, consistent, and easy to navigate.
• Product Enablement & Change Management: Lead training for new products, feature releases, and process changes.
• Translate updates into clear agent guidance and SOPs.
• Track adoption and readiness through training completion and knowledge updates.
• Quality & Continuous Improvement: Analyse tickets, QA, repeat contacts, escalations, and feedback to identify training gaps.
• Design interventions to improve accuracy, compliance, efficiency, and customer experience.
• Partner with QA to align training with quality standards.
• Performance Improvement Support: Support agents on Performance Improvement Plans (PIPs) with coaching and retraining.
• Diagnose skill gaps, deliver targeted interventions, and track progress.
• Ensure fair and evidence-based performance recovery processes.
• Stakeholder Collaboration: Work with Product, Operations, QA, Marketing, and Sales leadership to ensure consistent execution and enablement.

Success Metrics::
• Time to productivity for new hires
• QA score improvement
• Reduction in repeat contacts and escalations
• Knowledge base usage and deflection rates
• On-time readiness for product launches Improvement in customer satisfaction and quality sentiment indicators
• Cross-sell effectiveness
• Performance recovery success for agents on PIPs

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, 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.

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.

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.

When you join Mama Money, you’re joining a community. We’re a passionate, down-to-earth crew that works hard and celebrates wins 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