Job Vacancies at Chipper Cash

Description
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 touchpoints (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
• Escalating customers’ issues and feature requests to the product teams.
• Compiling regular team and customer reports.

What you should have

• 3+ years of customer service experience handling inquiries via email, live chat, telephone, social media or any other written communication
• Experience in handling escalations and difficult customer problems related to payments, onboarding or user experience.

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Job Description

• 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 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.

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.

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Job Description

• 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.

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Job Description

• 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.

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.