Product Operations Analyst, Payment Operations at Chipper Cash

Job Summary

• 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 Product Operations Analyst will primarily focus on our money movement products (deposits, withdrawals, peer to peer payments).
• He/she will receive product issue escalations from our Customer Operations team, investigate them, and escalate them within our Product Operations team or to our Engineering team accordingly. 

Responsibilities
What you’ll be doing:

• Providing support to the Customer Operations team with customer issues escalated in relation to our deposits, withdrawals, and peer to peer payments products
• Proactively identifying patterns and trends in relation to payments issues. Seeing where we can change our processes, tools, or products to make our customers' lives easier
• Creating, documenting and updating processes and procedures related to our deposits, withdrawals, and peer to peer payments products
• Effective communication and relationship building with external vendors and service providers for our payments products
• Assisting with testing new payment product features and documenting findings
• Working within our systems to resolve ongoing payment-related issues until they can be resolved by the Engineering team

Qualifications
Qualifications You Will Need:

• 1-2 years experience in solving difficult customer problems related to payments, ideally at a financial service or fintech organization 
• Experience handling customer inquiries via email, chat, or other written communication.