Customer Operations Lead, Social Media at 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 of:

Job Title: Customer Operations Lead, Social Media

Location: Nigeria

What You Will Be Doing

• Manage, and develop the social media team, daily tasks and responsibilities, and performance management
• Take ownership of each use case by staying in contact and following up consistently to ensure quick resolutions and establish trust
• Work with relevant teams to develop an overarching social media support policy for Chipper that will include policies on online crisis management, users engagement, passwords management, etc
• Respond to user reviews (Play Store & App Store) with a focus on transforming any negative experience by building trust and rapport, and offering resolutions that meet and exceed user expectations
• Maintain the Chipper brand and values on social media
• Ensure strict adherence to social media communication procedures, guidelines, and policies.
• Explore new ways to engage and identify new social media platforms to reach our target users.
• Provide best in class customer support across various channels (social media, Intercom, review platforms, etc) to ensure all customer queries are resolved with a WOW factor
• Provide friendly, inviting responses to all inquiries, concerns, and feedback
• Schedule periodic training for team members
• Prepare and share reports highlighting reoccurring issues or trends
• Stay abreast with the latest social media best practices and technologies

What You Should Have

• 3 - 5 years of experience providing customer support via social media
• Experience in leading a team
• Excellent knowledge of Facebook, Instagram, YouTube, Twitter, etc
• Good understanding of social media KPIs
• Exceptional interpersonal and written communication skills with keen attention to detail and ability to multi-task
• Tech-savvy and highly organized
• Experience responding to reviews on major review platforms
• Experience using social listening & engagement tools
• Self-starter and team-oriented
• Patience when dealing with difficult or upset customers' complaints.
• Have a global mindset and be tolerant of others.
• Be comfortable with asynchronous conversations and an understanding of your coworkers roles
• Be open to working some nights and weekends on a rotating basis.

Application Closing Date
Not Specified.