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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Product Operations Manager - Airtime, Bill Payments & Data Bundles
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.
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.
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