Senior Manager, Customer Operations at Chipper Cash

Chipper Cash is Africa’s modern mobile payments platform. We’re helping friends, families and loved ones stay connected and securely send money across Africa with incredible ease and peace of mind. Our cross-border payments infrastructure also helps merchants and businesses in Africa accept payments on the internet with no friction. Over 3 million users have joined so far and we’re growing very fast. We have raised a total of $350M from Jeff Bezos, Joe Montana and some of the most reputable fintech Venture Capital firms in the world to accelerate the growth of financial services within Africa.

We are recruiting to fill the position below:

Job Title: Senior Manager, Customer Operations

Location: Nigeria

About The Role

• On a daily basis we onboard 40,000 new customers and process 80,000 transactions. On a busy month we can receive upwards of 100,000 inbound written customer queries.
• We are looking for an experienced professional who has led customer support in a similarly fast paced environment to join us as Senior Manager, Customer Operations. 
• At Chipper we prioritize fast response times while maintaining accuracy in addition to customer advocacy to make our product better.
• The Senior Manager will oversee our Customer Operations Quality Assurance, Training and Development, and Customer Communications functions.
• The primary function of this role is ensuring we are consistently delivering the highest quality of customer support across multiple languages, products, channels, and customer use cases.
• The successful candidate will work closely with our Senior Customer Operations Manager overseeing customer success, our Customer Success Leads, and our Director of Customer Operations. 

What You Will Be Doing

• Tracking and reporting on customer success metrics (Customer Satisfaction Score, Net Promoter Score, median response times, etc.) and applying a results oriented approach to consistently achieving and exceeding metric targets 
• Providing guidance on how we can keep our customers happy during every customer success agent interaction and influencing the tone, voice, and content of our customer FAQ’s, canned responses/macros and call scripts
• Prioritizing Customer Support team success by focusing on training, career development, and professional growth opportunities for our global, mostly remote team as we scale rapidly

What You Should Have

• In order to adequately support our growing team and consumer user base, at least 5 years experience in leading customer support in a fast paced consumer industry (such as financial services, fintech, e-commerce, food delivery) is a requirement.
• Experience managing a global high-performing, remote, customer support/success team
• Track record of driving positive customer success outcomes: retention, expansion, customer advocacy 
• Strong empathy for customers and teammates 
• Strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
• Working knowledge of French is a plus

Application Closing Date
Not Specified.