Product Manager - Customer Experience at Carbon Nigeria

Description

• At Carbon, we don’t do boring. Even our customer service has to bring the vibe. We’re not looking for the usual suspects:
  • The Ticket Closer who confuses “closed” with “solved.”
  • The Call Centre Cop who hides behind hold music.
  • The FAQ Fanatic who thinks “check the website” is customer love.
• 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.

About the Job
You are:

• Obsessed with NPS, not ticket counts.
• Sharp enough to know a N20k 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.

Requirements
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.

Why Carbon?

• Because we’re building Nigeria’s first credit-led digital bank where customers come first, not last. Our promise is simple: less wahala, more movement.
• You’ll be the one making that real. We’re offering N15,000,000 gross per year.
• If you’ve ever automated yourself out of a job, redesigned chaos into clarity, or proved that service should be built, not improvised — then join us.
• Carbon moves different. Do you?