Head of Quality Engineering

WHO WE ARE Enterprise teams still copy data between systems all day. Work gets stuck in emails, legacy UIs, and handoffs. That chaos is costly, slow, and risky. We're a fast-moving team on a mission to end it for good. Traction is strong and we're solving real problems for real customers—but to win, we need exceptional talent. We stay humble, do the work, and let results speak. WHAT WE ARE BUILDING We're building the AI operations platform for retail and CPG enterprises—a horizontal platform where AI agents execute end-to-end work across UIs and APIs with governance built in. Where copilots stop, Duvo finishes the job. Business users specify the outcome; agents plan, act, request approvals on exceptions, and learn with every run. We start with a retail wedge (category management, supply chain, finance ops) where ROI is obvious, then expand to adjacent functions and sectors. Velocity is our moat: ship fast, iterate faster, compound learning. THE ROLE You will own the intersection of design and engineering — you don't hand off mockups, you ship the final experience. You combine strong visual and interaction design skills with production-quality frontend engineering to build interfaces that are beautiful, functional, and fast. You'll design and build surfaces like: AI agent builder flows, operational dashboards with real-time case management, process analysis viewers, and integration setup wizards. Your unit of ownership: the quality of user-facing experiences, from design concept through production implementation. You own how it looks, how it feels, and how it's built. We're a growing product team scaling into multiple initiatives, each with a lead, engineers, a design engineer, and an AI-focused engineer. WHAT WE'RE LOOKING FOR These are non-negotiables—the things we'll specifically evaluate you on: * Design craft in data-heavy, enterprise interfaces. You can make complex information feel simple. You have a sharp eye for typography, spacing, color, hierarchy, and interaction design — and you apply it to real product surfaces, not just portfolios. * Frontend engineering. You write production-quality React code. You understand component architecture, performance, accessibility, and how to build UIs that hold up under real usage. * Shipping end-to-end. You own features from concept to production. You don't just design — you build, test, and ship. You don't just code — you think about the user experience holistically. * Product judgment. You make good design and scope decisions that balance user needs, technical constraints, and business goals. You can define what "good enough" looks like for a first iteration and what "great" looks like for the next. * Collaboration. You work effectively with engineers, product, and other designers. You give and receive critique well, and you use feedback to make the work better, not to defend it. * AI interaction design. You'll design AI interaction patterns where no established UX conventions exist — and iterate based on what you learn from real enterprise users. YOU MIGHT ALSO * Have experience designing complex, data-heavy enterprise interfaces. * Have a deep understanding of motion design and microinteractions that make interfaces feel alive. * Be passionate about design systems — building and maintaining component libraries that scale. THIS IS NOT FOR YOU IF * You want to set org-level design direction and build a team — see Head of Design. * You'd rather define the system than build features within it. OUR TECH STACK * TypeScript-first * React and Fastify * Tailwind CSS * Postgres, GCP * Latest AI primitives HOW WE WORK These are real tradeoffs we've made, not aspirations: * Initiative-driven. We organize around customer problems, not org charts. Problems surface through product feedback, competitive analysis, and direct customer conversations — then we prioritize, build, and ship weekly. * Customer-obsessed. We solve real problems, not hypothetical ones. Features that don't move customer metrics get cut. * Iterative by default. We ship small, learn fast, and never get attached to yesterday's code. This means things break sometimes — we fix forward. * AI-first leverage. We use AI to move faster and focus human time where it matters most. If a tool can do it, a person shouldn't. * Direct feedback. We give each other actionable feedback immediately. This can feel uncomfortable — we think that's worth it. * Autonomy with accountability. We trust people to make decisions and hold them to outcomes, not process. WHAT WE OFFER * Unlimited AI budget. We don't just allow AI tools — we strongly encourage them. Want to try a new tool? Buy it. Want to automate part of your workflow? Do it. * Autonomy to do your best work. Want to meet someone to learn from? Set it up. Want a mentor? Go get one. Want to fly out to talk to an important customer? Just ask. * A real AI product with real customers. You're not building demos or internal tools. Enterprise customers use what you ship, and their feedback drives what you build next. * A sharp, motivated team that values ownership and candor. * Competitive compensation with a meaningful equity component. You can trade salary for additional equity if you prefer more upside. HOW WE HIRE We respect your time and aim to move fast: 1. Hiring manager screen (30 min). We'll look at your portfolio, talk about what you've designed and built, and whether there's mutual fit. 2. Remote task (async, time-boxed, ~1 hour). A realistic design + code exercise — design and implement a small interface. We care about both the design decisions and the code quality. 3. Technical interview (~1 hour). Meet the team. We'll go deeper on design critique, frontend architecture, and collaboration. No trick questions — we want to see how you think and build. 4. On-site trial day (2 days). Design and ship something small to production with us and see how we work together. Fully compensated.

Capi is building the financial infrastructure for emerging markets trade. Backed by $18M+ from top-tier investors like Creandum, Y Combinator, General Catalyst, and angels from Revolut, Checkout, Stripe, and Remitly, we’re building the financial infrastructure that emerging markets deserve. Our mission is to grow GDP in emerging markets by making the global financial system fairer and more accessible. We’re tackling global trade, making it easier for importers to pay their international suppliers. Our platform enables businesses to expand rapidly, create jobs, and be engines of prosperity for their countries. Our team is made up of approx 100 people across 10 countries; we are a group of a highly-ambitious, get-it-done people, who like to work hard on something that has a tangible impact in the world. And we’re looking for more people to join our team! Take a look through Capi’s mission & values. ROLE OVERVIEW: You will join our fast-growing global team as the internal champion of our customers. Reporting to the Head of BizOps, you will lead our Customer Operations team, own the quality of every customer interaction at Capi, and push every other function in the company to deliver a better experience for the customers we serve. We're looking for someone who puts customers at the heart of every decision, and has the experience and conviction to influence the rest of the company to do the same. KEY RESPONSIBILITIES: Champion our customers across functions * Be the internal voice of our customers — always put them first, and hold the rest of the company to the same standard * Translate recurring pain points into prioritised asks for compliance, sales, product and engineering, and push them through to resolution * Run weekly ops-compliance and ops-sales retros, and own the operational side of our Enhanced Due Diligence process with compliance and sales Lead and develop the Customer Operations team * Recruit, coach and develop the Specialists and Associates, scaling the team across markets and time zones * Quality control customer interactions regularly to coach on quality, tone and resolution * Build a high-performance, customer-obsessed team culture Raise the bar on customer service quality * Measure and own customer service KPIs end-to-end: response times, resolution times, CSAT, SLA adherence * Define what good looks like across written communication, tone, clarity, and resolution quality * Act as the escalation point for the most sensitive customer situations * Own Customer FAQs, internal playbooks, and customer-facing documentation Build the systems that scale CS * Lead the selection, implementation and roll-out of new CS tooling (helpdesk, ticketing, knowledge base, quality control) * Drive automation and process improvements that scale the function without proportionally scaling headcount * Build the dashboards and reporting that give Capi leadership visibility on customer service health REQUIREMENTS: * 7+ years in customer service, operations, or client-facing roles in startups, ideally in a Whatsapp-heavy environment * CS experience in a B2B environment * Proven experience managing and developing CS or operations teams (5+ direct reports) * Track record of designing and improving CS processes, SLAs and tooling at scale * Experience implementing or migrating CS tooling (e.g. Zendesk, Intercom, Hubspot Service) * Right to work in London or Paris * Deep customer obsession — you genuinely care about the people on the other end of every ticket * Fluent in French and English, both spoken and written * Strong analytical mindset — comfortable diving into data to diagnose problems and measure impact * Hunger for a high-paced, rapidly growing environment with broad exposure and autonomy NICE TO HAVES * Previous experience at a VC-backed startup or top-tier consultancy * Familiarity with payments, compliance, or cross-border financial flows * Comfortable using AI tools to work faster and smarter * Fluency in Wolof, Dioula, or other local languages of our key markets ADDITIONAL INFORMATION * This is a full-time position with competitive salary, share options, and benefits * This role requires at least 3 days a week in the office, in London or Paris * Ideal start date: Q3 2026 - We know that people will have notice periods in place and we can adjust accordingly Capi is an equal opportunity employer and welcomes candidates from diverse backgrounds. We’re all about building a diverse, inclusive team at Capi. Whoever you are, we’d love to hear from you. If there’s anything you need to make the interview process easier—whether it’s accessibility support, a different format, or just a heads-up about what to expect—just let us know, we’re happy to help. We've won some cool awards recently too! Check them out: * Startups UK Top 100 (No. 24) * Viva Technology Top 100 * Welcome to the Jungle's Fintech's Finest Top 50