Strategy & Operations Associate

Capcade

. Create and refine customer-success content, including help articles, guides, training material and short videos for the customer academy .

Posted 10/14/2026full-timeCape Town • South AfricaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong analytical skills and a builder's mindset, with the ability to create customer-success content and improve processes. Proficient in data analysis and client management, ensuring a high-quality customer experience through effective communication and collaboration.

Highest-signal resume keywords

Data AnalysisCustomer SuccessContent CreationClient ManagementOnboarding Sequences

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisContent CreationReportingLifecycle CampaignsIn-App Messaging AutomationCustomer AnalyticsQuantitative AnalysisSpreadsheet ProficiencyAI Tools FamiliarityProcess Improvement

Soft Skills

Clear CommunicationCollaborative MindsetInitiativeClient-FocusedOwnership Mindset

Tools & Technologies

ApolloIntercom

Industry Keywords

Professional ServicesFinancial ServicesFintechSaaSCustomer Experience

Tech Stack

Tools & technologies

Apollo

About the role

Key responsibilities & impact

Create and refine customer-success content, including help articles, guides, training material and short videos for the customer academy
Set up and run onboarding sequences, lifecycle campaigns and in-app messaging automations
Build reporting for customer and growth teams and turn data into clear recommendations
Help steer AI-assisted support by identifying gaps and improving content, flows or product feedback
Handle setup questions, account and access requests, and reporting requests; escalate genuine defects to Product with evidence
Maintain clean commercial data and sharp segments across Apollo and Intercom
Analyze customer usage, friction points and priority segments
Support the client-facing team in account management, solution consulting and project delivery with content, analysis and operations
Suggest and own improvements to ways of working

Requirements

What you’ll need

An Honours degree or higher in a quantitative or business discipline, such as engineering, accounting, business science, finance or economics, with a strong academic record
Roughly two to three years in professional services, financial services, fintech or SaaS, ideally in strategy, analytics, operations or customer success
An interest in funds and investors is a real advantage
Evidence of initiative: things you started, built or fixed without being asked
A builder's mindset and a bias for action
Comfortable with data and spreadsheets, and able to turn numbers into a point of view
Enthusiasm for new tools, including AI
Clear, warm writing and communication, so you can make complex things simple for customers and colleagues
An appetite to understand the whole business, not just your corner of it
Client-minded, with a passion for a consistent, high-quality customer experience
Ambitious and ownership-minded, taking pride in the outcome and asking for more scope as you earn it
Collaborative and able to enable solutions across internal and external teams

Benefits

Comp & perks

Opportunity to become an equity holder
Hybrid working environment with flexibility to manage your day
Access to modern technologies and continuous learning opportunities
Supportive colleagues with a willingness to help and a sense of humour
A drama-free environment with regular feedback and growth opportunities