Senior Customer Operations Analyst at Chipper Cash

Customer Operations Department Overview

• Our Customer Operations team is at the heart of Chipper, as it is the first point of contact with our customers and the team that knows most intimately the struggles and hopes of customers. Most important is the team’s ability to respond to customers with empathy and work alongside customers to solve their problems. 
• The Customer Operations team also works closely with the Product Operations, Product & Engineering, Legal & Compliance, and Growth Marketing teams. It’s about much more than resolving tickets. It’s also about helping us find solutions that will prevent customers from having problems in the first place and help us deliver on the promise of Chipper working like magic.
• The senior customer operations analyst would be responsible for receiving and escalating difficult issues to ensure exceptional service standards and sustain high customer satisfaction.

What You'll Be Doing

• Provide excellent support via various touch points (email, live chat, social media, and telephone ) to our customers.
• Proactively identifying patterns with user frustrations and expectations of customers, seeing where we can change our processes, tools, or product to make their lives easier
• Working with various teams, the Compliance team, Engineering, Design team, and any other relevant team to act as the first line of defense to help spot and investigate trends.
• Understanding, prioritizing, and escalating our customers’ feedback and feature requests to the product teams. 
• Escalate cases that may be complicated or sensitive and ensure team leads and key stakeholders are kept updated through to resolution. 
• Support the Customer Ops team in the evaluation of CS processes, identifying operational inefficiencies, and designing and implementing optimal processes and procedures.
• Providing the top - notch customer service by aiding with difficult issues such as onboarding and locked accounts, speaking with our customers directly and honestly.
• Developing a deeper understanding of users' needs for a digital wallet service.
• Compiling team and customer reports as well as spearheading weekly team meetings.
• Participates in special projects/product and/or country launches and carries out any other similar or general task at the request of your team lead.

Qualifications
You Will Need:

• 3+ years of customer service experience in handling users/customers’ onboarding journey within a financial services industry.
• Experience in handling customer inquiries via email, chat, telephone or any other written communication.
• Experience working cross-functionally with Engineering, Product, and/or Compliance Teams.
• Outstanding problem solving and analytical skills. Organized and detail-oriented
• Strong listening skills; open to input from other team members and departments
• A positive and friendly disposition, with a can-do attitude.
• A collaborative mindset.
• Ideal candidates will be flexible with scheduling e.g. willing to work on weekends, nights, and occasionally holidays.

Nice to have:

• Experience managing High-Net-Worth or Business Account customers is a plus for this role.
• An ideal candidate would have been involved in the users/customers’ onboarding journey in their current role.
• A fair understanding of Anti-Money Laundering procedures and Know Your Customer (KYC) and PEP, sanction screening.
• French Swahili, Kinyarwanda language skills would be an advantage.