Senior Product Operations Analyst, Onboarding at Chipper Cash

The Role

• Our Product Operations team is at the heart of Chipper. Product Operations helps keep customers happy by proactively resolving customer issues and acting as a point of escalation for more complicated customer support inquiries.
• The Senior Product Operations Analyst, Onboarding will work closely with our Customer Operations and Product & Engineering teams on ensuring our global customer onboarding processes are as swift and friction-free as possible. With over 10,000 new people signing up to Chipper every day, this is a critical role focused on identifying and addressing any blockers that make it difficult for our new and existing customers to successfully complete our Know -Your-Customer (KYC) steps, and begin fully utilizing the app.
• Additionally, the Senior Analyst will also lead on executing cross-functional initiatives to improve the onboarding experience primarily by owning testing and Customer Operations team training.

What You Will Be Doing

• Proactively identifying customer pain points during onboarding and working with internal teams (Customer Operations, Design, Product & Engineering) to address and resolve those pain points  
• Daily monitoring of customer onboarding metrics and identifying and escalating any blockers and errors to the Product & Engineering team
• Leading cross-functional initiatives to improve the customer onboarding experience by executing testing and training the Customer Operations team
• Gather customer feedback on our onboarding process and ensure this feedback is represented in our product and feature roadmap

What You Should Have

• A minimum of 2 years of customer support experience in fintech/financial services.
• A minimum of 2 years experience working in a customer onboarding or customer experience role.
• Excellent communication, reading comprehension, and writing skills.
• History of taking ownership and driving results.
• Excellent analytical aptitude; SQL skills are a bonus.