Product Operations Manager, Airtime, Bill Payments & Data Bundles at Chipper Cash

Overview

• Our Product Operations team is at the heart of Chipper. Product Operations help keep customers happy by proactively resolving customer issues and acting as a point of escalation for more complicated customer support inquiries.
• The Product Operations Manager has direct operational oversight of our airtime, bill payments, and data bundles products globally.
• He/she will work directly with the Director of Product Operations and our Product & Engineering teams to ensure that one off and recurring airtime, bill payments, and data bundles product issues are being addressed and resolved.
• The Manager will also focus on finding solutions that will prevent customers from having problems in the first place and help us deliver on the promise of Chipper working like magic. 

Responsibilities
What you’ll be doing:

• Becoming a subject matter expert of the Chipper airtime, bill payments, and data bundles products operationally, and work with internal and external teams to resolve the most complex issues
• Working within our systems to address and resolve ongoing product-related issues until they can be resolved by the Engineering team
• Proactively identifying patterns and trends of product issues. Seeing where processes can be modified, and tools or products introduced to make our customers’ lives easier
• Training, managing and mentoring a global POps team to ensure they are delivering the highest level of consultative support to Customer Operations and meeting individual and team targets
• Understanding, prioritizing and escalating our customers’ feedback and feature  requests to the product teams and guiding the organization to design and deliver incredible user experiences

Qualifications You Will Need

• Prior working experience with airtime, bill payments, or data bundles products
• A minimum of 3 years of customer support experience ideally at a financial services or fintech organization 
• Experience working cross-functionally with Engineering, Product, and/or Compliance Teams
• Experience handling customer inquiries via email, chat, or other written communication
• Be self-driven. You should be self-motivated and enjoy a lot of independence. We are a dedicated, hardworking team that is collectively motivated.