We empower individuals with access to credit, simple payments solutions, high-yield investment opportunities and easy-to-use tools for personal financial management. Carbon is headquartered in Lagos, Nigeria. We are a global company of over 90 employees with operations in Nigeria, Ghana and Kenya
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We’re not looking for someone to “manage tickets.” We’re looking for someone to design experiences, kill the boring with AI, and turn customer service into the part of the product people actually love.
You are:
Obsessed with NPS, not ticket counts.
Sharp enough to know a ₦20k first-timer is not the same as a multi-million Naira customer — and to design for both, but optimise for the latter.
Someone who knows what bots should handle and what needs a human to fix.
A translator between Product, Risk, and Marketing — no excuses, just solutions.
The person who understands that service is the product when the app flow
What you’ll do:
Rebuild support flows so “closed” means “solved.”
Turn Carbon personas (Juggler, Planner, Striver) into real service journeys.
Plug AI into repetitive CSQs so humans focus where it matters.
Build a Voice of the Customer engine that feeds Product, Risk, and Compliance in real time.
Swap backlog reports for live resolution dashboards.
Coach the CS team to think like analysts, not ticket operators.
You’ll need:
3–5 years in a data-driven role (Product, Ops, Strategy, CX). CS background not required.
A proven record of process redesign and automation.
Analytical chops: dashboards and metrics excite you, excuses don’t.
Working knowledge of AI tools (even ChatGPT counts) — and the ability to turn them into real productivity.
Strong storytelling: you can explain customer pain in a board deck or a sprint room.
Lagos-based, hybrid-ready.
Hunger: to own a big problem and grow into leadership fast.
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