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  • Posted: May 26, 2022
    Deadline: Not specified
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  • 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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    Senior Manager, Customer Operations

    About The Role

    • On a daily basis we onboard 40,000 new customers and process 80,000 transactions. On a busy month we can receive upwards of 100,000 inbound written customer queries.
    • We are looking for an experienced professional who has led customer support in a similarly fast paced environment to join us as Senior Manager, Customer Operations. 
    • At Chipper we prioritize fast response times while maintaining accuracy in addition to customer advocacy to make our product better.
    • The Senior Manager will oversee our Customer Operations Quality Assurance, Training and Development, and Customer Communications functions.
    • The primary function of this role is ensuring we are consistently delivering the highest quality of customer support across multiple languages, products, channels, and customer use cases.
    • The successful candidate will work closely with our Senior Customer Operations Manager overseeing customer success, our Customer Success Leads, and our Director of Customer Operations. 

    What You Will Be Doing

    • Tracking and reporting on customer success metrics (Customer Satisfaction Score, Net Promoter Score, median response times, etc.) and applying a results oriented approach to consistently achieving and exceeding metric targets 
    • Providing guidance on how we can keep our customers happy during every customer success agent interaction and influencing the tone, voice, and content of our customer FAQ’s, canned responses/macros and call scripts
    • Prioritizing Customer Support team success by focusing on training, career development, and professional growth opportunities for our global, mostly remote team as we scale rapidly

    What You Should Have

    • In order to adequately support our growing team and consumer user base, at least 5 years experience in leading customer support in a fast paced consumer industry (such as financial services, fintech, e-commerce, food delivery) is a requirement.
    • Experience managing a global high-performing, remote, customer support/success team
    • Track record of driving positive customer success outcomes: retention, expansion, customer advocacy 
    • Strong empathy for customers and teammates 
    • Strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
    • Working knowledge of French is a plus

    Method of Application

    Interested and qualified? Go to Chipper Cash on boards.greenhouse.io to apply

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