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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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.
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