Job Opportunities at Chipper Cash

Job Description

• As a design program manager at a fast-growing early-stage company, you will have the opportunity to create massive impact – on the company, on the product, and, most importantly, on the lives and livelihoods of our users.
• We are a small team. You will be encouraged to engage in decision making that will establish the culture of design at Chipper Cash. There will be leadership roles available to early hires as the company continues to expand.
• Enjoy working from home? Coffee-shops? Co-working spaces? Pick any of the above! Our team is fully remote.
• We have a product team culture centered on open-communication, honest feedback, and personal responsibility. You will not be micromanaged.
• The Chipper team is truly global – on a daily basis, you might be interacting with team members in San Francisco, Los Angeles, New York City, London, Brazil, Accra, Lagos, and Nairobi.

What You Should Have

• We don’t care very much about checking boxes, such as “X years of experience” or “Familiarity with X framework” to show that you’re qualified for this role. We're looking for someone who enjoys framing tomorrow's product strategy as much as throwing together a quick prototype to address today's pain points.
• As a Design Manager at Chipper, you'll spend your coaching and guiding a multi-disciplinary team of designers to grow in their careers. An ideal team member is interested in fostering growth in both people and process - balancing their time between managing individual designers and prioritizing work across teams.

What You’ll Work On

• Manage a small group of designers across disciplines and support the next generation of designers around the world
• Iterate on the Chipper design process to improve business outcomes and increase engagement with the Design team across Chipper
• Coordinate with design leadership to plan team structure and conduct prioritization exercises to ensure timelines and business objectives are met
• Facilitate team retros and challenging conversations to improve team collaboration.

Our Design Principles

• Designers sit at the intersection of Product Management, Engineering and all other stakeholders within Chipper Cash. From pairing with developers to facilitating cross-team workshops, designers help bring ideas to life.

Designers are also responsible for incorporating Chipper's design principles into their work. A Chipper experience is:

• Above all, Enjoyable
  • Sometimes, this just means getting out of the user's way and getting them to their goal quickly and easily. Other times, what's enjoyable is a product that walks users through a challenging process in a delightful way.
• Variable, yet Consistent
  • Chipper delivers products across a variety of markets, cultures and demographics. That means customers come to us with completely different mental models about their money, goals, and expectations. Chipper experiences may have to be adjusted to meet the needs of a market, or alternate use-case. Across these variations, a common look, feel and branding creates consistency - which, in turn, garners trust.
• Lean, yet Considered
  • A product doesn't help anyone if it's sitting in a design file or locked in a recurring meeting. A lean design makes forward progress on a problem by focusing on shipping to end-users, instead of on polish or perfection during the design phase. What's already built should inform the next step toward a solution. Designers consider alternatives by quickly driving toward a prototype and using it to gather fast feedback from internal teams and end-users.

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Job Description

• 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 Product Operations Analyst will primarily focus on our money movement products (deposits, withdrawals, peer to peer payments).
• He/she will receive product issue escalations from our Customer Operations team, investigate them, and escalate them within our Product Operations team or to our Engineering team accordingly. 

What You’ll be Doing

• Providing support to the Customer Operations team with customer issues escalated in relation to our deposits, withdrawals, and peer to peer payments products
• Proactively identifying patterns and trends in relation to payments issues. Seeing where we can change our processes, tools, or products to make our customers' lives easier
• Creating, documenting and updating processes and procedures related to our deposits, withdrawals, and peer to peer payments products
• Effective communication and relationship building with external vendors and service providers for our payments products
• Assisting with testing new payment product features and documenting findings
• Working within our systems to resolve ongoing payment-related issues until they can be resolved by the Engineering team

Qualifications You Will Need

• 1-2 years experience in solving difficult customer problems related to payments, ideally at a financial services or fintech organization 
• Experience handling customer inquiries via email, chat, or other written communication.

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Job Description

• Chipper is seeking a Quality Assurance Analyst within our Customer Operations team to join the Quality Assurance Team to ensure standardised, high quality, and delightful experiences to our customers across our customer support channels.
• The Quality Assurance Analyst role is responsible for assessing the quality of the performance of the Customer Operations Analyst Who deals with existing and potential customers.
• The QAA will monitor inbound calls, emails, live chat, and social media responses to assess CS agents demeanour, technical accuracy, customer service performance, and conformity to company policies and procedures.
• This individual will assist in developing, creating, and implementing Customer Operations quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer’s experience. This role reports to the Customer Operations Quality Assurance Manager.

What You Will Be Doing
Quality Design, Monitoring and Evaluation:

• Participate in the design of interaction monitoring formats and quality standards, regularly updating where required
• Provide quality evaluations via remote monitoring of calls (recorded and live calls), live chats, emails, social media channels, ensuring quality delivery on every Analyst-customer interaction
• Use quality monitoring data management tools to compile and track performance at team and individual level
• Ensure compliance to standard operating procedures 
• Identify knowledge gap areas and provide regular feedback and coaching to promote increased knowledge and awareness
• Initiate process improvement programs where and when necessary
• Coordinate and facilitate call calibration sessions for Customer Operations staff for coaching and alignment purposes

Improvement of Service Quality:

• Identification of VOCs (Survey Analysis) for process and service improvement
• Prepare and analyse internal and external quality reports for management staff review
• Identification of contributors/sources of customer dissatisfaction for briefing and coaching purposes
• Ensure promises made to customers are being fulfilled

Key Performance Indicators

• Internal Customer Satisfaction Rating.
• Analyst Audit Rating.

Qualifications
You Will Need:

• 3 - 4 years Customer Support experience with a minimum of 1 year in Quality Assurance
• First Degree in any field.
• Excellent English, verbal, written and interpersonal communication skills.
• Ability to multitask and successfully operate in a fast-paced environment.
• Must adapt well to change and successfully set and adjust priorities as needed
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Must be self-motivator and self-starter.
• Exceptional listening and analytical skills.
• Solid time management skills.
• Must be able to effectively deal with people at all levels inside and outside of the company.
• Creative ability & writing proficiency.
• Must be proficient with Microsoft Office (intermediate Word, Excel, PowerPoint presentation).

Nice To Have:

• Six sigma certification (Yellow or Green belt).
• Product experience.
• Experience in Fin-tech or financial services industry.
• French and Swahili fluency (spoken and written).

What's In it For You

• Competitive compensation and benefits package based on experience
• Be part of a company growing at a rocket ship pace solving a real problem

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Customer Operations Department Overview

• Our Customer Operations team is at the heart of Chipper, as it is the first point of contact with our customers and the team that knows most intimately the struggles and hopes of customers. Most important is the team’s ability to respond to customers with empathy and work alongside customers to solve their problems. 
• The Customer Operations team also works closely with the Product Operations, Product & Engineering, Legal & Compliance, and Growth Marketing teams. It’s about much more than resolving tickets. It’s also about helping us find solutions that will prevent customers from having problems in the first place and help us deliver on the promise of Chipper working like magic.
• The senior customer operations analyst would be responsible for receiving and escalating difficult issues to ensure exceptional service standards and sustain high customer satisfaction.

What You'll Be Doing

• Provide excellent support via various touch points (email, live chat, social media, and telephone ) to our customers.
• Proactively identifying patterns with user frustrations and expectations of customers, seeing where we can change our processes, tools, or product to make their lives easier
• Working with various teams, the Compliance team, Engineering, Design team, and any other relevant team to act as the first line of defense to help spot and investigate trends.
• Understanding, prioritizing, and escalating our customers’ feedback and feature requests to the product teams. 
• Escalate cases that may be complicated or sensitive and ensure team leads and key stakeholders are kept updated through to resolution. 
• Support the Customer Ops team in the evaluation of CS processes, identifying operational inefficiencies, and designing and implementing optimal processes and procedures.
• Providing the top - notch customer service by aiding with difficult issues such as onboarding and locked accounts, speaking with our customers directly and honestly.
• Developing a deeper understanding of users' needs for a digital wallet service.
• Compiling team and customer reports as well as spearheading weekly team meetings.
• Participates in special projects/product and/or country launches and carries out any other similar or general task at the request of your team lead.

Qualifications
You Will Need:

• 3+ years of customer service experience in handling users/customers’ onboarding journey within a financial services industry.
• Experience in handling customer inquiries via email, chat, telephone or any other written communication.
• Experience working cross-functionally with Engineering, Product, and/or Compliance Teams.
• Outstanding problem solving and analytical skills. Organized and detail-oriented
• Strong listening skills; open to input from other team members and departments
• A positive and friendly disposition, with a can-do attitude.
• A collaborative mindset.
• Ideal candidates will be flexible with scheduling e.g. willing to work on weekends, nights, and occasionally holidays.

Nice to have:

• Experience managing High-Net-Worth or Business Account customers is a plus for this role.
• An ideal candidate would have been involved in the users/customers’ onboarding journey in their current role.
• A fair understanding of Anti-Money Laundering procedures and Know Your Customer (KYC) and PEP, sanction screening.
• French Swahili, Kinyarwanda language skills would be an advantage.

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Job Description

• Chipper is seeking a Customer Communications & Education Lead within our Customer Operations team to create and manage all customer support team communication with our users including support articles for users, canned responses for our customer support team.

What You Will Be Doing

• Creating detailed and helpful support articles to answer FAQ's from our users
• Create and maintain Customer Knowledge Base content.
• Maintain a database of canned responses for Customer Support Analysts
• Working with our Customer Operations team leads and other internal stakeholders on timely and accurate in-app communication of downtimes and outages to our users.
• Working with our Growth Marketing Team on in-app communication of product updates and product promotions to our users.
• Ensuring all customer communication is current, accurate and consistent with our brand voice.
• Recommending new approaches for customer communication, including new messaging and strategic changes to delivery methods.
• Internal communications to the operations team & wider business when necessary.
• Manage Bot responses and automations on CRM tools to improve efficiency in ticket handling

Qualifications
You Will Need:

• First Degree certification in any field.
• Minimum of 3 - 5 years customer Education experience.
• Experience creating and sending outbound messages to customers via CRM tool
• Outstanding verbal and written communication skills in English.
• Incredibly well organised, able to execute project planning responsibilities with a detailed understanding of strategic objectives and priorities.

Nice To Have:

• Tech enabled or tech savvy - comfortable with tools such as Notion, Asana, Google docs, Slack etc.
• Experience using Intercom and/or Zendesk.
• Experience in Fin-tech or financial services industry.
• Fluency in French.

What's In it For You

• Competitive compensation and benefits package based on experience
• Be part of a company growing at a rocket ship pace solving a real problem

go to method of application »

Job Description

• As a UX researcher at a fast-growing early-stage company, you will have the opportunity to create massive impact – on the company, on the product, and, most importantly, on the lives and livelihoods of our users.
• We are a small team. You will be encouraged to engage in decision making that will establish the culture of UX research at Chipper Cash. There will be leadership roles available to early hires as the company continues to expand.
• Enjoy working from home? Coffee-shops? Co-working spaces? Pick any of the above! Our team is fully remote.
• We have a product team culture centered on open-communication, honest feedback, and personal responsibility. You will not be micromanaged.
• The Chipper team is truly global – on a daily basis, you might be interacting with team members in San Francisco, Los Angeles, New York City, London, Brazil, Accra, Lagos, and Nairobi.

What You Should Have

• We don’t care very much about checking boxes, such as “X years of experience” or “Familiarity with X framework” to show that you’re qualified for this role. We're looking for someone who enjoys talking to people and understanding what "makes them tick."
• As a UX researcher, you'll spend your time setting up and analyzing qualitative research and working with the design, growth marketing, and engineering teams to frame research questions. An ideal team member knows how to combine qualitative and quantitative data into a compelling story that can be shared across the business and be used to make decisions.
• Most importantly, we're looking for researchers who love learning and sharing their knowledge with others.

What You’ll Work On

• Conduct research across the African continent and the African diaspora. We use a combination of moderated and unmoderated methods to learn more about our users and bring their voice to design conversations
• Work with designers, growth marketing and other areas of the business to formulate research questions across a variety of markets – including B2C, B2B and Developer-facing experiences
• Maintain an insights library formulated from past and current research and identify gaps in our team's knowledge of Chipper's users.

Our Design Principles

• Whether across an ocean or sitting a desk away, researchers work alongside designers in creating Chipper experiences. By translating data into insights, researchers bring the user's voice into decision making conversations.

Researchers are also responsible for evaluating if Chipper's design is meeting the expectations of our design principles. A Chipper experience is:

• Above all, Enjoyable
  • Sometimes, this just means getting out of the user's way and getting them to their goal quickly and easily. Other times, what's enjoyable is a product that walks users through a challenging process in a delightful way.
• Variable, yet Consistent
  • Chipper delivers products across a variety of markets, cultures and demographics. That means customers come to us with completely different mental models about their money, goals, and expectations. Chipper experiences may have to be adjusted to meet the needs of a market, or alternate use-case. Across these variations, a common look, feel and branding creates consistency - which, in turn, garners trust.
• Lean, yet Considered
  • A product doesn't help anyone if it's sitting in a design file or locked in a recurring meeting. A lean design makes forward progress on a problem by focusing on shipping to end-users, instead of on polish or perfection during the design phase. What's already built should inform the next step toward a solution. Designers consider alternatives by quickly driving toward a prototype and using it to gather fast feedback from internal teams and end-users.