Payment Operations Representative L1

👋 About Us

NALA is building Payments for the Next Billion. Faster, smarter, and fairer transfers for everyone. Since 2022, we've grown our business 120x, grown the team from 9 to 150+, raised $50M+ from top-tier investors, and were named to the Forbes Fintech 50 in 2025.

We operate two core products:

• NALA, our consumer app makes cross-border payments cheaper, faster and more reliable for the global diaspora. Allowing users to send money from the UK, US and EU to Africa and Asia.
• Rafiki, our B2B payments infrastructure, is powering global payments.

Our team includes alumni from Wise, Stripe, Monzo, Revolut, and CashApp — operators who’ve scaled world-class products. We act with urgency, think deeply, and put our customers first always.

At NALA, this isn’t just a job. It’s ownership, impact, and the chance to change global payments forever.

Join us in building Payments for the Next Billion.

🙌 Your mission

Your mission is to serve as the frontline advocate, delivering seamless remittance services for our valued customers. Your role is pivotal in maintaining operational integrity and efficiency, ensuring compliance with regulatory standards, and resolving transaction issues promptly.

🎯 Your responsibilities in this role

• Manage routine operational tasks to ensure timely processing of remittance transactions.
• Monitor transaction volumes and address any operational issues promptly.

• Address delayed or failed transactions promptly.
• Manage invalid payments and ensure compliance with regulatory requirements.
• Assist customers with transaction reversals, payment order inquiries, and resolution of transaction-related issues.
• Maintain high standards of operational accuracy and data integrity.

• Identify opportunities to streamline operations and improve efficiency.
• Implement best practices and standard operating procedures (SOPs) for core operations tasks.

• Work closely with cross-functional teams including Compliance, Finance, and Customer Support to resolve complex issues and achieve operational goals.

🔥 Must have job requirements

• 2+ years' experience in operations within the financial services, fin-tech, or remittance industry, with a focus on transaction processing and customer service.
• Proven experience in operations, preferably within the financial services or remittance industry.
• Strong understanding and familiarity of regulatory requirements and compliance standards related to remittance operations.
• Excellent communication skills with the ability to interact effectively with internal teams and external stakeholders.
• Strong analytical skills and attention to detail, coupled with the ability to handle multiple tasks simultaneously in a fast-paced environment and adapt to evolving business needs.
• Proactive mindset with a willingness to learn and adapt to evolving industry trends and technologies.
• Truly enjoy helping to solve problems for our awesome customers.
• Approach others’ problems with compassion and a desire to keep problem-solving an issue until you understand what is going on.
• Are motivated to help NALA grow through providing stellar service to our customers.

💪 Nice to have job requirements

• Experience with advanced data analysis tools or techniques to derive insights from transaction data.
• Ability to manage small projects related to process improvement or operational efficiency initiatives.
• Previous experience working in a startup environment or familiarity with agile methodologies.

⭐️ Benefits

• 23 Days Off Plus Kenyan Bank Holidays: Take the time to decompress. Working at a startup is hard!
• Private Medical: Coverage for you and your dependents (optionally) from day one!
• Birthday Leave: Celebrate your special day with a bonus day off to take off in that month
• Learning Budget: Fuel your growth with $1000 annually for learning and development.
• Free Lunch: Every day - that’s it!
• Monthly Birthday Party: Join fun social events every month to celebrate achievements, milestones and birthdays across the month