About Kredete

Kredete is a financial technology company building modern financial infrastructure for global money movement. We help businesses and individuals move money instantly across borders, and access financial products designed for a globally connected world.

Powered by stablecoins and modern payment systems, Kredete enables faster, more affordable, and more accessible cross-border transactions across 60+ countries. Our mission is to transform global finance by building secure, scalable, and customer-centric financial solutions for individuals and businesses.

We’ve built a product customers love and a business that is scaling rapidly. Kredete operates across New York, Lagos, London and Riga, and is backed by world-class investors. As we expand into new markets and product lines, we are building the next generation of cross-border financial infrastructure.

At Kredete, you’ll join a company in motion—ambitious, profitable, fast-moving, and deeply product-driven—where impact is visible, execution matters, and growth is underway. We value ownership, speed, curiosity, operational excellence, and people who thrive in high-accountability environments.

About the Role

We are seeking an exceptional Customer Experience (CX) Manager to build and lead a gold-standard global customer support operation.

This role requires a people-first, results-driven leader who combines genuine empathy for customers with exceptional operational discipline. You will be responsible for elevating customer satisfaction, ensuring proactive support throughout the transaction lifecycle, eliminating avoidable delays, and establishing clear accountability for every customer issue.

We are looking for a hands-on achiever who takes ownership, anticipates problems before they escalate, and consistently delivers measurable improvements in service quality.

What You Will Do

Deliver Gold-Standard Customer Experience

• Drive continuous improvement in Customer Satisfaction (CSAT), first-contact resolution, and overall service quality.
• Establish a culture of responsiveness, professionalism, empathy, and exceptional customer care.
• Ensure every customer interaction is handled with urgency, accuracy, and clear ownership.
• Identify and eliminate avoidable delays, repeated complaints, and unresolved customer issues.

Build Proactive Transaction Support

• Establish proactive monitoring and customer communication processes across the transaction lifecycle.
• Ensure customers receive timely updates on pending, delayed, failed, or escalated transactions.
• Work closely with Payments, Operations, Engineering, and Compliance to identify transaction issues early and coordinate resolution.
• Reduce the need for customers to repeatedly contact support for transaction updates.

Own Escalations and Resolution

• Implement structured escalation frameworks with clear ownership, response timelines, and resolution accountability.
• Ensure critical payment issues, high-priority complaints, and complex cases are escalated promptly to the appropriate teams.
• Maintain visibility over unresolved cases, with active follow-through until resolution.
• Conduct root-cause analysis on recurring escalations and implement permanent corrective actions.

Lead a High-Performance Team

• Recruit, coach, and develop a customer-centric, high-performing global support team.
• Establish individual and team KPIs tied to CSAT, service quality, responsiveness, resolution efficiency, and accountability.
• Build a culture where team members take initiative, solve problems, and consistently exceed service expectations.
• Ensure effective staffing, shift coverage, and handovers across operating hours and time zones.

Who You Are

Experience: 7+ years leading Customer Experience, Support Operations, or User Success in Fintech, Payments, Crypto/Stablecoins, or high-growth Tech.

Beyond technical expertise, we are looking for someone who is:

• A people person: Naturally empathetic, approachable, and passionate about delivering exceptional customer experiences.
• An achiever: Has a demonstrated record of improving CSAT, reducing resolution times, and transforming support performance.
• Proactive: Anticipates customer needs and operational issues rather than waiting for complaints.
• Accountable: Takes full ownership of issues and ensures nothing falls through the cracks.
• Operationally disciplined: Establishes clear processes, measurable standards, and consistent follow-through.
• A strong leader: Inspires teams, develops talent, and holds people to high performance standards.

What Success Looks Like

Within the first 6–12 months, you will:

• Deliver measurable and sustained improvements in CSAT and customer service quality.
• Establish proactive transaction support and communication processes.
• Significantly reduce avoidable delays, unresolved tickets, and repeat customer contacts.
• Implement a reliable escalation framework with clear ownership and timely resolution.
• Build a high-performing team with strong accountability and consistent service standards.
• Position Kredete's customer support functions as a gold standard for responsiveness, reliability, and customer trust in financial services.

Why Join Kredete

• Compensation + Equity-linked incentive package
• Opportunity to help shape the future of cross-border financial infrastructure
• High-impact role with direct visibility into company growth and strategy
• Small, high-performing teams with strong ownership and autonomy.
• Fast execution environment with meaningful career growth opportunities
• Exposure to global markets, fintech innovation, and emerging payment systems
• Collaborative and mission-driven culture focused on building products customers genuinely love

Opportunity: At Kredete, we are proud to be an equal opportunity employer. We value diversity and all applicants seeking employment with us are strictly based on merit, competency and qualifications. We do not discriminate based on religion, race, national origin, sexual orientation, sex, marital or family status, disability or gender.

Data Protection: By applying to this role, you consent to the collection and processing of your personal data by Kredete for the purposes of assessing your suitability for the advertised position. All personal data will be processed in accordance with applicable data protection laws.