Senior Customer Operations Analyst, Investments

August 17, 2022

Job Description

  • Lagos

Chipper Cash

Chipper is the largest mobile cross-border money transfer platform in Africa. We are a small passionate team, dedicated to expanding financial inclusion in some of the global regions most in need of accessible, interoperable, easy-to-use, and affordable financial services.
We are recruiting to fill the position below:
Job Title: Senior Customer Operations Analyst, Investments
Location: Nigeria
Job Description

With plans for rapid expansion, the Chipper Cash mobile app is currently available to consumers and businesses in seven countries, including Ghana, Rwanda, Tanzania,  Uganda, Nigeria, and South Africa. Headquartered in San Francisco, California with offices across the globe, Chipper Cash delivers fair financial services that make the lives of millions of Africans better in a small way, every day. Chipper’s mission is to unlock global opportunities and bring Africa together, one transaction at a time. Come join us.
Our Customer Support (CS) team is at the heart of Chipper, as it is the first point of contact with our customers and the one who knows most intimately the struggles and hopes of customers.
Most important is the team’s ability to respond to customers with empathy and work alongside customers to solve their problems.
The CS team also works closely with the  Legal & Compliance, Product, and Marketing teams.
It’s about much more than resolving tickets. It’s about helping us also find solutions that will prevent customers from having problems in the first place and help us deliver on the promise of Chipper working like magic.

What You Will Be Doing

Providing customer support to the best of your ability by talking directly and honestly with our customers, and developing a deeper understanding of their needs with the primary focus being the **cryptocurrency feature.
Communicating with our customers through a variety of different mediums, based on our customers’ needs; whether that be through calls, social media platforms, email, or in-app chat.
Proactively identifying patterns in user frustrations and expectations of customers, seeing where we can change our processes, tools, or product to make their lives easier.
Working with the Compliance team to act as the first line of defense to help spot and investigate trends.
Dealing with crypto-related queries; assisting users to move funds to and from our platform and helping customers get a prompt response and resolution.
Assisting with onboarding and training of new hires
Preparing and presenting periodic reports
Understanding, prioritizing, and escalating our customers’ feedback and feature requests to the product teams. Plus, being the first point of call for customer complaints to make sure that they’re treated fairly and can share their thoughts and concerns
Contribute to team KPIs (Key Performance Indicators) as well as customer satisfaction ratings

What You Should Have

1 – 3 years in a customer service role, ideally within financial services, telecommunications, and preferred experience with Cryptocurrency
Technical understanding of how most major cryptocurrencies function
Experience handling customer inquiries via email, chat, or other written communications
Strong written English communication skills (other languages are helpful)
Be self-driven. You should be self-motivated and enjoy a lot of independence. We’re a dedicated, hardworking team that is collectively motivated
Have a global mindset and be tolerant of others. We're still growing but we are a company of many cultures and backgrounds
Be comfortable with asynchronous conversations and an understanding of your coworker's roles
Be open to working some nights and weekends on a rotating basis
Experience working in multicultural teams
Experience handling customer inquiries via email, chat, or other written communications
Be self-driven. You should be self-motivated and enjoy a lot of independence. We’re a dedicated, hardworking team that is collectively motivated
Have a global mindset and be tolerant of others. We're still growing but we are a company of many cultures and backgrounds.

Compensation

Competitive compensation and benefits package based on experience
Be part of a company growing at a rocketship pace solving a real problem.

Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should:
Click here to apply online

To apply for this job please visit boards.greenhouse.io.

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