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: Senior Product Operations Analyst, Onboarding
Location: Nigeria
The Role
- Our Product Operations team is at the heart of Chipper. Product Operations helps keep customers happy by proactively resolving customer issues and acting as a point of escalation for more complicated customer support inquiries.
- The Senior Product Operations Analyst, Onboarding will work closely with our Customer Operations and Product & Engineering teams on ensuring our global customer onboarding processes are as swift and friction-free as possible. With over 10,000 new people signing up to Chipper every day, this is a critical role focused on identifying and addressing any blockers that make it difficult for our new and existing customers to successfully complete our Know -Your-Customer (KYC) steps, and begin fully utilizing the app.
- Additionally, the Senior Analyst will also lead on executing cross-functional initiatives to improve the onboarding experience primarily by owning testing and Customer Operations team training.
What You Will Be Doing
- Proactively identifying customer pain points during onboarding and working with internal teams (Customer Operations, Design, Product & Engineering) to address and resolve those pain points
- Daily monitoring of customer onboarding metrics and identifying and escalating any blockers and errors to the Product & Engineering team
- Leading cross-functional initiatives to improve the customer onboarding experience by executing testing and training the Customer Operations team
- Gather customer feedback on our onboarding process and ensure this feedback is represented in our product and feature roadmap
What You Should Have
- A minimum of 2 years of customer support experience in fintech/financial services.
- A minimum of 2 years experience working in a customer onboarding or customer experience role.
- Excellent communication, reading comprehension, and writing skills.
- History of taking ownership and driving results.
- Excellent analytical aptitude; SQL skills are a bonus.
Application Closing Date
Not Specified.
https://www.hotnigerianjobs.com/hotjobs/380437/senior-product-operations-analyst-onboarding-at-ch.html