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