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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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