KYC/KYB Operator & Customer Support Specialist

Casablanca, Casablanca-Settat, Morocco

Décryptage du poste par Postule AI

Résumé du rôle

Zazu seeks a KYC/KYB Operator & Customer Support Specialist to join their business banking platform in Morocco. This role combines compliance document verification with multi-channel customer support, requiring strong attention to detail, excellent communication in English, French, and Darija, and experience with compliance tools. The ideal candidate is customer-centric, autonomous, and thrives in fast-paced startup environments.

Exigences clés (estimation)

Review and validate KYC/KYB documents (RC, Statuts, CIN, proof of address) for accuracy and completeness using compliance tools like Sumsub
Proactively follow up with customers on missing documents and call customers directly to unblock stalled KYB cases
Respond to customer queries across WhatsApp, email, and in-app channels, guiding users through onboarding and account setup
Track the KYB pipeline end-to-end, coordinate with compliance teams, and ensure fast turnaround in alignment with sales
Escalate complex issues appropriately and contribute feedback to improve customer experience quality

Compétences

KYC/KYB document review and verification processesCompliance tools proficiency (Sumsub or equivalent platforms)Multi-channel customer support (WhatsApp, email, in-app messaging)Trilingual communication: English, French, and DarijaCRM and modern tech tools familiarityAttention to detail and quality assuranceAutonomous execution and fast-paced problem-solving

Niveau estimé

Entry to junior level preferred. While specific years are not mandated, the role values startup experience and customer support background. Candidates with 0-3 years in relevant fields (customer support, compliance, or operations) are encouraged to apply if they demonstrate strong initiative and learning ability.

Attributs détectés par l’IA (si absents de l’offre)

Type de poste: CDI
Mode de travail: Sur site
Niveau d'expérience: 0–1 an
Fonction: Service client / SAV
Secteur: Banque
Langues: Anglais, Français, Arabe

Cette analyse a été générée automatiquement par Postule AI à partir de l'offre.

About Zazu

Zazu is building the business banking platform for modern entrepreneurs in Africa. We help SMEs and founders open accounts, manage payments, and automate financial workflows, fast, transparent, and fully online. We are currently scaling in Morocco and early in South Africa.

Main Responsibilities

KYC/KYB Document Review & Verification

Review KYC and KYB documents (RC, Statuts, CIN, proof of address) for accuracy and completeness
Use compliance tools such as Sumsub to run verification checks
Validate company and SME onboarding files against internal requirements
Match submitted documents with internal back-office data to confirm consistency
Follow up proactively with customers on missing or incomplete documents
Call customers directly to unblock stalled or pending KYB cases
Coordinate with compliance teams and partners on validation checks and edge cases
Track the KYB pipeline end-to-end and ensure fast turnaround in coordination with the sales team

Customer Support

Respond to customer queries across WhatsApp, email, and in-app channels
Guide users through onboarding and account setup issues
Provide clear, accurate answers on product usage and functionality
Escalate complex or sensitive issues to the right team when needed
Maintain fast, consistent response times across all channels
Contribute ideas and feedback to continuously improve customer experience quality

Key Qualifications

Strong sense of ownership and initiative, able to take cases from start to finish autonomously
Genuinely customer-centric mindset with care for interaction quality
Excellent communication skills in English, French, and Darija
Experience in customer support, ideally in fast-paced or high-volume settings
Strong familiarity with modern tech tools and systems (CRM, support platforms, compliance tools)
High level of attention to detail and care for every customer interaction
Good understanding of KYC/KYB processes or ability to learn them quickly
Ability to operate autonomously and execute fast in demanding operational environments

What We Offer

Direct communication with founders and growth team, close to key operational decisions
Fast-paced work environment within a high-cadence team with visible, direct impact on company growth
Culture that values initiative and rewards fast execution

Cette description d'emploi a pu être reformatée par Postule pour améliorer sa lisibilité et sa présentation. Le contenu et les informations restent fidèles à l'offre d'emploi originale. .