Ticketing and Settlements Analyst

About Jabu

Jabu builds cash management and payments infrastructure across Southern Africa. Our JabuSafe smart safes allow businesses to deposit cash securely on site, with funds verified, collected, and settled through our platform. Behind every deposit is a chain of counts, collections, and settlements that must reconcile perfectly. This role sits at the center of that chain.

About the role

You will own and run our Zoho Desk ticketing system across our full portfolio of smart safes. Every operational exception in our network flows through you as a ticket, and every ticket you resolve can carry a financial consequence for a client settlement. You will work directly under the Financial Controller and make daily financial adjustments to settlements based on ticket outcomes.

This is a critical function in the business. Clients trust us with their cash, and your work is what keeps that trust intact when something goes wrong.

What you will do

Run the ticketing system

• Own Zoho Desk end to end: ticket creation, categorization, assignment, escalation, and closure
• Open and manage tickets across three main streams:
  • Client complaints related to using a JabuSafe
  • Suspected miscounts flagged by cash centers when verifying cash bags
  • Deposit jams and device faults reported automatically by our monitoring systems
• Generate and track tickets across the entire smart safe portfolio, ensuring nothing falls through the cracks
• Drive every ticket to resolution within SLA, coordinating with clients, cash centers, field technicians, and internal teams as needed
• Maintain clean ticket data: accurate categories, root causes, and resolution notes that the business can rely on for reporting

Make daily settlement adjustments

• Translate ticket outcomes into financial adjustments to client settlements each day
• Process corrections for confirmed miscounts, jammed or partial deposits, and other verified discrepancies
• Work with the Financial Controller to ensure every adjustment is documented, justified, and reconciled
• Flag patterns and recurring issues that point to device, process, or client training problems

Report and improve

• Track SLA performance, ticket volumes, and resolution times, and report on them regularly
• Identify bottlenecks in the resolution process and propose fixes
• Help refine ticket workflows, templates, and escalation paths as the portfolio grows

What we are looking for

• 2+ years of experience in operations, reconciliation, settlements, customer support operations, or a similar role, ideally in fintech, banking, cash management, or payments
• Hands on experience with a ticketing or CRM system (Zoho Desk experience is a strong advantage)
• Strong numerical accuracy and comfort working with financial adjustments and reconciliations
• Excellent written communication for client facing and internal ticket correspondence
• A process driven mindset with genuine attention to detail: you notice when something does not add up
• Ability to manage a high volume of open items, prioritize by SLA, and follow through relentlessly
• Comfort working with multiple external parties: clients, cash in transit providers, cash centers, and technicians
• Proficiency in Excel or Google Sheets

Nice to have

• Experience in cash management, CIT, or cash center operations
• Exposure to smart safe, ATM, or payments hardware environments
• Experience working under a finance function or supporting month end reconciliations

Why join Jabu

• A role with real ownership: you run a system the whole business depends on
• Direct exposure to the finance function, reporting straight into the Financial Controller
• A front row seat to fintech infrastructure being built across Southern Africa
• A growing portfolio, which means growing scope and responsibility for the person in this seat