Job Openings at TeamApt

Job Purpose

• The Customer Success Representative is responsible for developing customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn.
• The customer success representative is the first port of call for customers and should be the internal advocate for the customer working with the various teams to ensure quick resolution of customer issues and provide suggestions on how the customers experience can be further optimized based on analysis of the issue log or customer requests.

Responsibilities

• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers

Qualifications

• Bachelor's Degree
• Proven customer support experience or experience as a Client Service Representative
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Must be resident in Taraba State, Nigeria.

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About the Role

• You will join a smart, collaborative and passionate team of Recruiters. We take pride in the art of hiring and retaining talent across different functions.
• As a recruiter, you will partner directly with hiring managers and own end-to-end recruitment.
• The ideal candidate for this role should have a good understanding of different business functions, good communication skills, good interpersonal skills, strategic thinking, and good organizational skills. 
• If you thrive in a collaborative team setting, enjoy ownership of your work, and take pride in providing exceptional candidate experience, this might be the role for you, and we would like to hear from you!

Responsibilities
What you’ll get to do

• Managing end-to-end recruitment process: from job intake, sourcing, scheduling to interviewing, offer negotiation, hiring and onboarding.
• Engaging in proactive recruitment strategies to generate pipelines of qualified candidates for current and future needs.
• Working closely with hiring managers at all levels to identify current and upcoming staffing needs and build long-lasting working relationships.
• Assist in implementing various HR initiatives, including providing recommendations on process and program improvements
• Facilitate day to day employee relations, including complaint resolution
• Coordinate, administer and facilitate the performance management and talent management for employees
• Support the execution of HR strategies, policies, procedures, and programs to sustain continued growth and retention

Requirements
To succeed in this role, we think you should have:

• An Educational background in Human Resources and/or a relevant technical program.
• Minimum of 3 years’ relevant work experience including: Experience in full life-cycle recruitment, working closely with hiring managers and candidates.
• Out-of-the-box thinking when it comes sourcing, candidate management and candidate experience.
• Highly self-motivated and directed; ability to execute tasks in a fast-paced environment.
• Experience working with Human Resources Information Systems and Applicant Tracking Systems.
• Strong relationship building skills with stakeholders, team members and candidates.
• Strong negotiation and persuasion skills.
• Exceptional organization skills and a keen attention to detail.
• High business acumen with the ability to align departmental projects & key business objectives.

Benefits
What we can offer you

• Culture - We put our people first and prioritize the well-being of every team member. We’ve built a company where all opinions carry weight and where all voices are heard. We value and respect each other and always look out for one another. Above all, we are human.
• Learning - We have a learning and development-focused environment with an emphasis on knowledge sharing, training, and regular internal technical talks.
• Compensation - You’ll receive an attractive salary, pension, health insurance,, Employee Stock Options, annual bonus, plus other benefits.

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About the Role

• We are looking for an experienced Team Lead, Fraud Desk that will support TeamApt Limited and play a key role in enhancing customer experience by minimizing the likelihood of fraud in TeamApt’s operations.  
• The role would entail working with relevant internal stakeholders across the Product team, Engineering team, Operations team, Risk & Compliance team, Legal team amongst others.  
• In addition, the role would entail attending to requests from relevant law enforcement agencies in relation to fraud matters.

Responsibilities
As a Team Lead, Fraud Desk, you would:

• Shape and drive the fraud operations vision and strategy for TeamApt.
• Spearhead the strategy and execution for fraud prevention, detection and investigation with a view to preventing/reducing the likelihood of fraud.
• Pro-actively monitor and identify suspicious trends and patterns, suggesting preventative actions and improvements to current procedures, policies, and systems.
• Lead members of the Fraud Desk team to reach their potential, in terms of personal development and performance as a group.
• Achieve continuous improvements in TeamApt’s fraud processes and OKRs, such as false positives to achieve the optimum balance between protecting TeamApt’s business from loss and promoting growth.
• Partner with the Engineering, Risk and Data teams amongst others to create optimum fraud models, systems and tools.
• Develop and expand partnerships with external fraud partners to ensure that TeamApt is utilising adequate fraud prevention and detection tools.
• Maintain an up-to-date knowledge of industry trends and regulatory changes to identify and validate future requirements and opportunities.
• Develop knowledge of internal data, including user behavior metrics, and payment infrastructure to gain insights into fraud patterns and to further advance TeamApt’s fraud strategy.
• Anticipate risks and in doing so, define appropriate fraud prevention and detection processes, and communicate action plans to stakeholders as required.
• Build the capabilities to scale by analysing high-risk transactions within TeamApt’s business portfolio.
• Identify system enhancements to prevent fraudulent activities, and work with relevant internal stakeholders for implementation.
• Define & finetune fraud detection systems used in processing of electronic payment transactions.
• Act as a subject matter expert for fraud prevention and detection, and work with teams on how to leverage efficient processes and technology
• Set up processes for Monitoring of high-risk accounts / transactions and escalation to the Compliance team for STR filing where appropriate.
• Review and testing of various business units within TeamApt on control and compliance functions to ensure full compliance with internal group policies as well as regulatory requirements.
• Liaise with relevant law enforcement agencies in matters related to fraud.

Minimum Requirements

• Bachelor's Degree in Business, Computer Science, Management Information Systems or related fields.
• Preferably 6 – 8 years of practical experience in managing fraud risk, controls and issues within the financial services industry.
• A strong knowledge of cyber risk and common fraud typologies, along with emerging trends affecting fraud and financial crime.
• Strong understanding of internet technologies and protocols and how the manipulation of such can be prevented.
• Experience working with and designing fraud processes, with a high level of automation through ML/AI solutions.
• Ability to demonstrate experience building relationships across the payment and fraud ecosystem, benefiting from the experiences and knowledge of others.
• Strong understanding of the payments technology industry
• Demonstrated ability to think creatively to identify new ways to approach common risk and data security problems.
• Strong technical aptitude and ability to quickly learn the business needs, processes, software, and systems.
• Ability to multi-task and pursue multiple initiatives simultaneously
• Strong analytical, organizational and presentation skills
• Excellent written, verbal communications skills and the ability to synthesize information and make clear, concise recommendations.

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Job Purpose

• We are looking for a natural-born storyteller to help move our audience to engage more deeply with our mission through compelling human stories and strong copywriting.
• The successful Storyteller will be a strategic and creative writer who can deliver character-driven, emotionally engaging content tailored for different target audiences and organizational goals.
• She/he will bring fresh eyes to every project and help to shape TeamApt’s distinct brand voice; yet will always be grounded in strategy.

Responsibilities

• Translate complex issues into compelling and accessible content.
• Collaborate with internal teams to coordinate and oversee the story collection and production.
• Maintain an editorial calendar of stories.
• Ask effective questions and develop rapport/trust with story subjects across teams and external stakeholders.
• Mine and Identify opportunities to gather content from the field and internal audience in support of our editorial content strategy.

Qualifications

• Bachelor's Degree in Journalism, Communication, or equivalent.
• At least 3 years of relevant working experience in a communications role, with a portfolio of work to show the production of self-developed content.
• The ability to mine and engineer stories from seemingly unsentimental situations. 
• Structured approach, eye for detail and ability to manage deadlines.
• Strong research, collaboration and planning skills.
• Superior written and verbal communication skills are a must.
• Track record of using purposeful storytelling to drive organizational impact and business results.

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About the Role

• We are looking for an exceptionally-driven individual to help scale our Employer Branding activities globally.
• You’ll sit within our corporate communications team, working closely with our People team to show TeamApt as a place where great people want to work & grow their careers. 
• You're comfortable working independently, but you're an excellent communicator - able to influence others and convey the cruciality of employer branding to your stakeholders.
• You're passionate about telling authentic stories, bigging people up, and engaging TeamApt employees to maximise your efforts.

You'll Be Responsible For

• Build and implement a global strategy for attracting the world’s best and brightest talent, developing our Employee Value Proposition across different departments. 
• Own and deliver our employer brand content strategy, leading the creation and distribution of original, compelling content to compel potential candidates — blogs, videos, job posts, social media, digital marketing campaigns, etc.
• Lead TeamApt’s participation in the most relevant professional events, while partnering with the recruitment team in making sure we maximize the generation and capture of relevant leads.
• Build strong external relationships with professional networks, media, and other third parties of interest (high affinity with the targeted audiences).
• Contribute to company-wide projects aimed at building the best employee experience.
• Influence key stakeholders to increase TeamApt's employee advocacy participation - providing opportunities for the team to share about life at TeamApt on social media, speaking engagements, attending events, writing blogs, etc.
• Support with industry, employer and individual awards submissions

You Should Apply If You Have

• 8 years trackable marketing, recruitment, and employer brand experience with a minimum of 5 years of subject matter expertise. Global experience is required.
• Delivery and result-orientated mindset
• Ability to navigate a hyper-growing  organisation – think broadly to understand priorities quickly, join the dots and create compelling campaigns
• Ability to build high-quality, sustainable relationships across many functions and levels within the organisation.
• Significant experience in leading, developing and managing teams
• Confident communication style with the ability to simplify complex messages to be relevant to the audience.

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Job Purpose

• We are looking for an experienced technical  learning and development specialist who can understand our organizational strategy and its future capability needs in order to identify learning priorities across the organization
• You will devise learning strategies, oversee implementation and access its outcomes.

Role

• Lead the end-to-end learning & development project from training need collection until post learning evaluation, making sure learners are given the right assessments to practice their skills. 

Responsibilities

• Discover and analyze current and future organizational training needs through periodic TNA, career paths, and performance appraisals.
• Understand the business environment and build learning interventions to  support operations performance improvement needs and other related business initiatives.
• Maintain a training roadmap, starting from pre-assessments, labs, scenarios, and interactivity, aligned to case studies, assessments, and course surveys.
• Create flexible learning interventions and deploy a wide variety of training methods that can be customized to the organization’s needs..
• Coordinate training meetings as needed to communicate status of training activities and initiatives, and plan future training activities for both Technical onboarding and continuous education.
• Measure key metrics of learners’ progress, post training performance, program’s effectiveness and ROI periodically and report on them.
• Manage budgets for learning interventions and training programs; tracking spending and reporting on their outcomes.

Requirements

• BSs Degree in Education, Human Resources or relevant field.
• At least 3 years proven experience as an L&D Specialist, Training Specialist or similar role.
• Knowledge and understanding of adult learning theory and instructional design methodologies for classroom-based, self-guided, and virtual training.
• Experience designing, developing, and deploying technical development training and programs in addition to training onboarding experience of at least one year.
• Technical training development and delivery for product, technical, engineering, and tech support roles
• Familiarity with learning technologies — LMS, course authoring tools, tracking systems and co. — for building learning interventions and training programs.
• Excellent written, verbal, and interpersonal skills along with business acumen and the ability to quickly apply key business outcomes to L&D programs.
• Ability to build rapport with employees and vendors.

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About the Role

• We’re looking for a communications expert to lead the strategic development and execution of our global public relations strategy and help define what the world thinks of TeamApt. This position is fully remote.
• We want an ambitious PR expert who has experience working in a fast-moving environment and has delivered excellent results managing the day-to-day tasks of a press office and running longer-term campaigns.
• In your role, you will refine and execute the company’s global media relations efforts designed to build/leverage thought leadership and drive our positioning; you’ll manage our agencies, forge relationships with journalists and keep them in the loop with our news.
• One of our core values is candour, and you will be truthful and transparent while telling compelling stories about the company. You’ll define how we message new features and big announcements and find clever opportunities to show the world what we do while helping us quantify the value of PR and measure its impact and success.

You'll Be Responsible For

• Drive and maintain overall narrative and message framework for cohesive and integrated external communications programming via related channels, including media relations materials, corporate website, social media, etc.
• Initiate, create, and deliver earned media programming/stories that drive awareness and engagement linked to TeamApt’s business and brand strategy
• Proactively pitch stories positioning TeamApt and spokespeople as experts on identified topics and key related growth trends.
• Serve as communications subject matter expert with the ability to direct and manage media engagements proactively and reactively.
• Prepare spokespeople and leaders for media interviews and speaking engagements through media training as appropriate.
• Serve as a key media contact as appropriate, including during crises.
• Drive media relations efforts to support financial performance reporting and investor/analyst events and activities as needed
• Establish, maintain and strengthen relationships with related industry and financial reporters
• Evaluate and prepare briefing documents related to interviews, external conferences and opportunities
• Leverage digital, social, and paid media to complement and enhance earned media efforts as appropriate.
• Manage external PR or external comms agency partners, including tracking budgets, reporting, and delivery of support to meet business goals

You Should Apply If You Have

• A Bachelor's Degree in Communications, PR, Journalism or any related discipline with at least 8 years of subject matter experience. 
• Experience leading corporate communications or a PR agency. Global experience is required.
• Solid ability to build productive relationships and lead the development of communications strategies through interactions with internal and external partners.
• Strong writing & editing skills are a must, with a focus on quality control.
• Excellent presentation and speaking skills
• Experience working in a busy press office or PR within the financial services sector with a strong book of press contacts
• Have an understanding of how you can tell a story using data.
• Understand how to quantify and measure the value of PR, and show the rest of the company why it’s important too.