Job Vacancies at Prospa Inc.

Reporting to: Head of Growth

Work Style: Onsite

We are seeking to hire a Head of Customer Service (Retention) to lead a fast growing Retention Team reporting directly to the Head of Growth. The ideal candidate will be working in a high pressured, fast paced environment, overseeing the day to day retention roadmap in order to retain customers, maximize volumes and improve margins. This is a hands-on role that requires the candidate to work both analytically and strategically. The successful candidate will be data-driven, have outstanding analytical and problem-solving skills, possess a broad understanding of sales, channels, and business operations within the Fintech or Finance space.

We are looking for someone who is able to create and realize solutions through analysis and strategic planning, to devise new customer offers across the customer base. The person will devise new competitive and commercially viable offers to acquire and retain customers.

Head of Customer Service (Retention) Job Duties

• Creating a plan to retain existing customers by identifying their needs and concerns, then communicating with them regularly about relevant company news and events
• Monitoring customer feedback and satisfaction levels, and conducting research on current market trends to identify potential opportunities for growth
• Driving the team members to grow the portfolio of their customers and to also achieve financial targets.
• Developing training programs and policies to help team members engage more effectively with customers.
• Analyzing data to determine which strategies are most effective in retaining customers over time
• Monitoring competitors’ activities and industry trends to identify potential threats to the business
• Working with sales staff to identify potential customers that could be turned into long-term clients
• Meeting with customers when required to discuss their concerns and improve their overall satisfaction with the company’s products or services
• Maintaining relationships with existing customers by following up on leads generated by sales staff or other employees
• Set weekly and monthly targets and monitor the performance of team members.

Requirements for the role:

• Proven track record of managing a sales team focused on maintaining client relationships and increasing revenue.
• Superior team management, coaching, people development, and problem-solving skills.
• Analytical mindset with the ability to leverage data in the decision making process.
• Excellent written and verbal communication skills, including presentation skills.
• Set weekly and monthly sales targets and monitor the performance of the Retention team.
• Exceptional time management skills displaying ability to manage multiple tasks with strict attention to detail.
• Strong interpersonal skills and ability to develop relationships with clients across an organizational hierarchy, including executive/C-level.
• Ambitious and target focused with a drive to succeed.
• Candidate with leadership experience as a relationship manager in a financial institution will an added advantage
• Extensive experience in leading, managing and scaling a large team of relationship/account managers in a financial institution.
• Must be a Nigerian
• Required to work onsite

Preferred Experience:

• 5+ years experience as a Relationship Manager 3+ years as a Branch manager in the banking or financial services industry.
• Strong supervisory and leadership skills with a proven ability to motivate and manage a team.

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We are looking for an Executive Assistant with deep experience supporting a CEO, COO, President, or senior C-level executive at a tech company going through significant growth.

About us

Prospa is building the operating system for 40m Nigerian entrepreneurs. With our mobile app business owners can open a business bank account in 5 minutes and get powerful tools to run a business (Invoicing, CRM, Inventory, e-commerce +More).

Prospa is backed by Y Combinator, Global Founders Capital, Liquid 2 Ventures. Immad Akhund CEO of Mercury, Karim Atiyeh CTO of Ramp, executives from Square, Facebook, and Nubank and many other well respected angels and funds.

What You’ll do

• Help the CEO prioritize and be efficient in comms.
• Help the CEO hire people.
• Proactively manage, assess, and predict the day-to-day needs of the CEO to ensure he is prepared for all meetings and events.
• Make recommendations for the CEO with regard to his time management, prioritization, delegation, and organization.
• Support the operations and culture of various Prospa teams.
• Contribute to team meetings and offsites by assisting with the production of materials and pre-reads, taking notes, and tracking action items.
• Partner with the CEO to track key project milestones as well as progress against personal, team, and company goals/targets.
• Establish new—and improve existing—administrative systems and processes.
• Assist with ad hoc projects, events, and travel arrangements as needed.

What is needed for the role

• Incredibly organized, with superb attention to detail and a strong ability to execute.
• Excellent with time management and able to quickly shift tasks and priorities as needed.
• A knack for working across various roles and teams in a fast-paced, changing environment while remaining flexible, proactive, resourceful, and efficient.
• To communicate, perform, and react well under pressure or ambiguity.
• Enjoy optimizing processes to make them more efficient.
• Adept at handling sensitive information and situations with care and confidence.
• Able to anticipate and respond to the needs of others before they arise.
• You have experience in a high-growth technology startup.

Here’s just some of our perks

• Competitive Salary.
• Medical cover.
• Wellness perks.
• Paid time off (leave days)
• Work tools.
• Our mission is focused on empowering members to create better experiences, that same mission driven statement is a promise to our team.
• We invest in our employees through career development & opportunities.

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Responsibilities

• Thinking strategically - seeing the bigger picture and setting aims and objectives in order to develop and improve the business
• Having a good understanding of Prospa’s products and services and be able to advise others about them
• Collaboration with members of the Marketing team to penetrate key markets
• Defining the approach for the overall direct/underground sale of products and account retention
• Developing a comprehensive sales and distribution strategy to maximise sales opportunities
• Land and expand: building processes and funnels for manual top-down reachout, onboarding, activation, and expansion
• Researching and identifying new business opportunities - including new markets, growth areas, trends, customers, partnerships, products and services - or new ways of reaching existing markets
• Developing sales strategies, defining and achieving overall revenue and strategic marketing objectives through appropriate delivery channels and contributing towards enhancing business volumes & growth and achieving revenue and profitability 
• Monitoring changes in the industry and leverage them for business opportunities
• Outlining objectives in key target areas such as sales volume, market share, distribution channels and profit margins to guide sales strategies and activities
• Dividing sales by territories
• Recruiting, training and mobilising sales agents and managers
• Reviewing sales performance by analysing performance reports

Requirements

You should have:

• Track record of delivering on sales driven revenue goals and KPIs
• Extensive experience in leading, managing and scaling large team of field sales agents and business development officers 
• Lots of experience with direct/field sales and developing strategies for various distribution channels
• Existing relationship with FSAs
• Experience recruiting, mobilising and training sales agents
• Experience managing projects and direct reports nationally
• Has a notice period of no more than 1 month 
• Fintech or FMCG experience
• Must be in Nigeria
• Experience working in multiple regions in Nigeria (South west, North east, etc.)

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Reporting to: Head of Growth

Work Style: Onsite

We are looking for an experienced Telesales Manager to head our growing telesales team. As a telesales manager, you will be responsible for setting weekly and monthly sales targets, training new telesales staff, designing and implementing effective sales strategies, monitoring the performance of the telesales team and handling escalated member complaints.

To ensure success as a telesales Manager, you should have expert experience with telesales, advanced managerial skills and the ability to multitask. Furthermore, you should demonstrate strong networking and negotiation skills, good Managerial ability and decision-making skills. Your ability to perform under pressure and manage stressful situations will be a plus.  

We’re grooming a committed team of eloquent, curious, and empathetic professionals who possess an in-depth understanding and technical know-how of business values in order to solve issues members face through the Onboarding Funnel.

Job Responsibilities

• Oversees the daily workflow and scheduling of telemarketing staff.
• Monitors and reviews phone calls to ensure quality service and compliance with applicable policies and best practices.
• Measures team performance; communicates goals and quotas to team; encourages and motivates telemarketers as they work toward reaching their goals and quotas.
• Writes sales scripts and member answer sheets.
• Set weekly and monthly sales targets and monitor the performance of the telesales team.
• Prepare and maintain an updated record of all important members’ information in the database 
• Compile and present sales reports to the Management team
• Address and resolve escalated member’s queries and complaints 
• Conducts performance evaluations and analyze the performance of the telesales team members  
• Build and maintain long-term member relations 
• Periodic training of telesales staff
• Outstanding product knowledge of products and services
• Handle grievances to preserve the company’s reputation
• Pursue promising leads with persuasion and persistence

Job Requirements

• 5+years proven experience in telesales/customer service and 3+ years as a telesales manager.
• Strong supervisory and leadership skills with a proven ability to motivate and manage a team.
• Excellent communication, presentation, organisation and negotiation skills 
• Ability to multitask , handle stressful situations and meet cut-throat deadlines
• Highly motivated and detail-oriented individual 
• Proven track record of successfully meeting sales quota over the phone
• Problem solver
• Cool-tempered and able to handle rejection
• Great sales ability.
• Ability and willingness to learn about products and services specifications and benefits
• Patient and friendly personality
• Outstanding telephone etiquettes 
• Ability to work independently and collaboratively
• Joy in building things from scratch, if something needs to get done you are reliable to provide solutions.
• Comfort in ambiguity, you seek adventure and an accelerated career path.
• Ready to get your hands dirty, because you will have to “roll up your sleeves”!
• Willingness to work weekends, occasional holidays, and outside of standard 9-5 business hours
• Fluency in English and other Nigerian languages.
• An empathetic, inclusive and curious attitude
• Good knowledge of relevant computer programs (e.g. CRM software) and telephone systems

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What you’ll do

• Write compelling copy for a variety of media including social, print, video, and online
• Edit and proof work to ensure high editorial standards are met across all content outputs
• Collaborate with creative, product, marketing, and legal to assess project needs and help with messaging
• Drive brand consistency across all company communications
• Stay current on trends and competitors within the editorial sphere
• See projects through the whole creative lifestyle, from inception to deployment

What you need

• Bachelor's degree in English, Journalism, Marketing, or Communications
• 3-5 years experience in content marketing or copywriting
• Knowledge of Microsoft Office Applications
• Strong creative thinking skills and ability to think conceptually
• Comfortable working independently with little direction under tight deadlines
• Excellent writing, editing, and proofreading skills with a diligent eye for detail, language, flow, and grammar
• Proven ability to demonstrate brand voice
• Strong attention to detail

Contract Type

•  A full time monthly rolling contract, with the opportunity to be hired as a full time employee