Job Vacancies 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.

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Job Summary

• 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. 

Responsibilities
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
Qualifications You Will Need:

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

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Overview

• Our Product Operations team is at the heart of Chipper. Product Operations help keep customers happy by proactively resolving customer issues and acting as a point of escalation for more complicated customer support inquiries.
• The Product Operations Manager has direct operational oversight of our airtime, bill payments, and data bundles products globally.
• He/she will work directly with the Director of Product Operations and our Product & Engineering teams to ensure that one off and recurring airtime, bill payments, and data bundles product issues are being addressed and resolved.
• The Manager will also focus on finding solutions that will prevent customers from having problems in the first place and help us deliver on the promise of Chipper working like magic. 

Responsibilities
What you’ll be doing:

• Becoming a subject matter expert of the Chipper airtime, bill payments, and data bundles products operationally, and work with internal and external teams to resolve the most complex issues
• Working within our systems to address and resolve ongoing product-related issues until they can be resolved by the Engineering team
• Proactively identifying patterns and trends of product issues. Seeing where processes can be modified, and tools or products introduced to make our customers’ lives easier
• Training, managing and mentoring a global POps team to ensure they are delivering the highest level of consultative support to Customer Operations and meeting individual and team targets
• Understanding, prioritizing and escalating our customers’ feedback and feature  requests to the product teams and guiding the organization to design and deliver incredible user experiences

Qualifications You Will Need

• Prior working experience with airtime, bill payments, or data bundles products
• A minimum of 3 years of customer support experience ideally at a financial services or fintech organization 
• Experience working cross-functionally with Engineering, Product, and/or Compliance Teams
• Experience handling customer inquiries via email, chat, or other written communication
• Be self-driven. You should be self-motivated and enjoy a lot of independence. We are a dedicated, hardworking team that is collectively motivated.

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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 will primarily focus on our airtime, bill payments (cable TV, electricity, prepaid internet data), and data bundles products. He/she will receive product issue escalations from our Customer Operations team, investigate them, and escalate them to our Product & Engineering teams accordingly.
• The Senior Analyst will also focus on 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 

What You’ll be Doing

• Becoming a subject matter expert of the Chipper airtime, bill payments, and data bundles products operationally
• Working within our systems to address, resolve, and escalate ongoing airtime, bill payments, and data bundles product-related issues to the Engineering team
• Proactively identifying patterns and trends of airtime, bill payments, and data bundles product issues. Seeing where processes can be modified, and tools or products introduced to make our customers’ lives easier
• Taking the lead as we expand our airtime, bill payments, and data bundles products to more countries by coordinating internal testing and ensuring bugs and errors are addressed by the Engineering team

Qualifications You Will Need

• Prior working experience working with airtime, bill payments or data bundles
• 1-3 years experience in solving difficult customer problems related to marketplace products, ideally at a financial services or fintech organization 
• Experience working cross-functionally with Engineering, Product, and/or Compliance Teams

Compensation

• 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 »

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 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 Will 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

go to method of application »

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.
• This role sits within the Product Operations team at Chipper and works closely with our Vice President of Developer Relations, product managers, and software engineers within our Product & Engineering function.
• The Account Executive, Network API will work closely with the merchants we’ve onboarded onto our recently launched Network API product. Our Network API product enables Chipper users to pay all their favourite merchants globally and to make it incredibly easy for merchants to collect from and disburse to their customers with the Chipper API.

What You Will Be Doing

• Supporting merchants by addressing, resolving or escalating technical issues 
• Communicating merchant feedback and data-driven product insights to our Product & Engineering teams to ensure we continue to build a product our merchants love 
• Creating and maintaining product documentation (demos, FAQ’s, use cases) for merchants and for internal teams 
• Keeping merchants updated on product releases and new features.

What You Should Have

• At least 2 years experience working in a product-facing, enterprise account management role 
• Excellent communication, reading comprehension, and writing skills
• History of taking ownership and driving results
• Excellent analytical aptitude; advanced SQL skills are a bonus.