Head of Operations - TurnStay

TurnStay
TurnStay

Operations

Posted on Oct 7, 2026

Who are we?

TurnStay is a financial technology startup focused on reducing the cost of getting paid and accepting bookings in the travel sector.

Our mission is to leverage innovations in payment technology to dramatically reduce card processing costs and help travel merchants and hotels drive more direct bookings through their own websites.

Why this mission?

Every year, the travel industry spends over $120 billion on payments and booking fees. On average, travel merchants lose around 13% of their revenue to intermediaries and payment companies.

Thanks to emerging payment technologies, this problem is now solvable. TurnStay exists to apply these innovations and help the travel industry operate more efficiently and profitably.

Why work at TurnStay?

  • A fast-growing fintech transforming global travel payments
  • A collaborative, mission-driven team with real ownership and impact
  • Strong opportunities for learning, growth, and career progression
  • Early-stage startup exposure with broad responsibility and influence

    • The Role

    The Head of Operations will play a critical role in running and scaling TurnStay’s day-to-day operations, with a strong focus on supporting and retaining existing customers, whist helping us to grow exponentially.

    This is a highly hands-on role spanning customer support, systems building, payment operations, analytics, and internal operations. You will work closely with the product team to continuously improve the customer experience and operational efficiency.

    Core focus areas

  • Customer support & customer success
  • Building operational systems (onboarding, support, internal workflows)
  • Analytics and reporting and using these analytics to solve business problems
  • Payment operations (failed payments, bank interactions, reconciliations)
  • KYB processes and compliance workflows
  • People operations and internal team processes

    • Key Responsibilities

    Customer Support

  • Own all aspects of customer support across multiple channels
  • Improve efficiency through automation and better tooling
  • Analyse data, systems, and processes to streamline operations and enable scale

    • Client Onboarding

  • Ensure fast, smooth onboarding of new clients
  • Manage collections and oversee KYC/KYB documentation
  • Coordinate closely with clients and internal teams during onboarding
  • Again, a strong focus on scalability and system building is essential here.

    • Systems & Knowledge Base

  • Identify recurring support issues and solve them at a root-cause level
  • Build scalable support systems and internal workflows
  • Create and maintain help articles, videos, and other support materials
  • Use AI-based tools where possible to streamline support and documentation
  • Train and onboard new support team members

    • KYB & Compliance

  • Design and implement a robust KYB process
  • Build and manage all systems and workflows related to KYB and compliance

    • Key Requirements

  • 4+ years of professional experience in a similar role (payments or fintech preferred)
  • Excellent English communication skills (written and verbal)
  • Strong sense of ownership and a proactive mindset
  • Based in Cape Town and willing to work from the office regularly
  • Experience working with CRM systems and building automations
  • Experience with data analysis and data visualisation tools

    • Skills & Experience

    We’re looking for someone who is:

  • Highly organised, detail-oriented, and dependable
  • Technically competent, especially with automations and data visualisation
  • A people-focused problem solver who enjoys helping customers
  • Comfortable working with spreadsheets, accounting tools, and CRMs
  • Clear and professional in communication with clients and internal teams
  • Motivated to learn and thrive in a fast-paced startup environment
  • Experience in fintech, payments, or operations
  • Exposure to compliance, bookkeeping, or financial administration

    • About You

    As one of TurnStay’s early team members, you’ll take on a wide range of responsibilities in a constantly evolving startup environment.

    You’re adaptable, eager to learn, comfortable with ambiguity, and excited to grow alongside a rapidly scaling company.

    Salary

    Market-related salary, dependent on experience.

    Final package discussed during the application process.

    How to Apply

    https://forms.monday.com/forms/07fe76796720917db5653431e44e7922?r=euc1

    See more open positions at TurnStay