Latest Job Vacancies at Chipper Cash

What You Will Be Doing

• This role will assist with the process of performing quality control and quality assurance testing on various compliance  functions within the company.
• This role will ensure that current processes and work product is in compliance with Chipper’s global policies, local regulatory requirements, and industry best practice.
• This role reports to the Enterprise Quality Control Program Manager within the Legal, Risk, and Compliance Group.
• Perform quality control reviews on multiple Legal, Risk, and Compliance workflows, including but not limited to:
  • Transaction Monitoring
  • Watchlist Screening (Sanctions, PEP, SIP, etc.)
  • Fraud
  • Anti-Bribery and Corruption
  • KYC/KYB/EDD
• Perform quality assurance testing for various Legal, Risk, and Compliance functionalities and workflows
• Help identify gaps and advise on potential workflow enhancements based on quality assurance testing results
• Establish and enhance quality control policies and procedures for various workflows within Legal, Risk, and Compliance

What You Should Have

• Strong understanding of fraud, money laundering, terrorist financing and other financial crime trends and typologies
• Ability to understand complex processes and detailed procedures and to apply them to completed work products in order to understand gaps and pain points
• Ability to take complex processes and detailed procedures and translate them to tangible and consumable feedback. 
• Strong functional grasp of spreadsheet applications (Google Sheets,  Microsoft Excel, etc.)
• Strong written and verbal skills
• Strong attention to detail

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About Our Tech Stack

• Node.js + Typescript service-based architecture
• React Native Android/iOS application
• PostgreSQL application databases
• RabbitMQ for inter-server communication
• Server hosting on Heroku and Google Cloud Platform
• Fully automated CI/CD using Heroku CI and Github
• Application monitoring with Datadog, Logz.io, and Amplitude
• Snowflake for data warehousing and analysis
• Python for in-depth data analysis, transformation, and reporting

The Team

• The Crypto team at Chipper is currently a small, close-knit team that is expanding rapidly as we seek to add new features and integrate with more providers.
• As a product focused team, we always seek to include stakeholders from design, product, and engineering in the decisions we make so that we provide the best user experience.
• We are adventuring and bold and look to be pioneers for crypto in Africa. We have a lot of hobbies outside of work and are passionate about things that interest us. Much of the team has a genuine interest in blockchain technology and the latest technical advancements in engineering.

What You Will Be Doing

• Integrating with several APIs
• Working with the Product, Design, and Engineering teams regularly
• Building engineering code solutions that scale reliably
• Collaborating with other engineers from other teams
• Reviewing code submitted by other engineers
• Supporting investigations for any incidents or bugs that arise
• Scoping new features and writing technical specifications
• Mentoring junior and mid level engineers
• Participating in planning meetings and architectural discussions

What You Should Have

• 6+ years of professional software development experience
• 4+ years of experience working in either Crypto or Fintech
• 4+ years of experience working with API Integrations
• Experience architecting systems and then implementing them
• Experience mentoring junior developers
• You have excellent verbal and written communication skills. Explaining complex technical concepts to designers, support, and other engineers is no problem for you.
• You have completed a degree in Computer Engineering or related field, or equivalent training, fellowship, or work experience.
• Bonus: You have the ability to program or understand smart contracts and Decentralized Finance (DeFi)

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Job Summary

• Our Product Operations Team sits within the Operations team and at the heart of Chipper. Product Operations Leads help keep customers happy by proactively resolving customer issues and acting as a point of escalation for more complicated customer support inquiries.
• The ideal candidate will be someone with a sound understanding of our products and services, strong leadership skills and the ability to lead a team.
• The Product Operations team works closely with the Product and Engineering teams. It’s about much more than resolving tickets. It’s about helping us also 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 Will Be Doing

• Managing and developing junior & senior analysts
• Conducting one-to-ones for staff members, addressing key areas of weaknesses and addressing them appropriately in a timely fashion
• Provide leadership to the operational staff, ensuring that they understand the controls set by the business and the risks involved
• Proactively monitor case queues to ensure service efficiency and reduce customer waiting times through effective prioritisation.
• Assist the junior & senior analysts with complex transactional investigation cases.
• Proactively identifying patterns and trends within our product offerings. Seeing where we can change our processes, tools, or product to make our customers lives easier.
• Act as a bridge between customer operation, product, and engineering teams on product issues and bug resolution.
• Reviewing, setting and maintaining service provider and internal escalation SLA’s in line with business requirements.

What You Should Have

• Previous experience directly managing staff and supporting senior managers
• 3-5 years experience in solving difficult customer problems, ideally at a financial services organization or Fintech
• Excellent people skills with the ability to motivate empower and inspire members of staff.
• Experience working cross functionally with Engineering, Product, and/or Compliance Teams
• Be self-driven. You should be self-motivated and enjoy a lot of independence. We are a dedicated, hardworking team that is collectively motivated
• Have a global mindset and be tolerant of others. We're still growing but we are a company of many cultures and backgrounds
• Be comfortable with asynchronous conversations and an understanding of your co-worker’s roles
• Be open to working some nights and weekends on a rotating basis

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What You Will Be Doing

• Manage, and develop the social media team, daily tasks and responsibilities, and performance management
• Take ownership of each use case by staying in contact and following up consistently to ensure quick resolutions and establish trust
• Work with relevant teams to develop an overarching social media support policy for Chipper that will include policies on online crisis management, users engagement, passwords management, etc
• Respond to user reviews (Play Store & App Store) with a focus on transforming any negative experience by building trust and rapport, and offering resolutions that meet and exceed user expectations
• Maintain the Chipper brand and values on social media
• Ensure strict adherence to social media communication procedures, guidelines, and policies.
• Explore new ways to engage and identify new social media platforms to reach our target users.
• Provide best in class customer support across various channels (social media, Intercom, review platforms, etc) to ensure all customer queries are resolved with a WOW factor
• Provide friendly, inviting responses to all inquiries, concerns, and feedback
• Schedule periodic training for team members
• Prepare and share reports highlighting reoccurring issues or trends
• Stay abreast with the latest social media best practices and technologies

What You Should Have

• 3 - 5 years of experience providing customer support via social media
• Experience in leading a team
• Excellent knowledge of Facebook, Instagram, YouTube, Twitter, etc
• Good understanding of social media KPIs
• Exceptional interpersonal and written communication skills with keen attention to detail and ability to multi-task
• Tech-savvy and highly organized
• Experience responding to reviews on major review platforms
• Experience using social listening & engagement tools
• Self-starter and team-oriented
• Patience when dealing with difficult or upset customers' complaints.
• Have a global mindset and be tolerant of others.
• Be comfortable with asynchronous conversations and an understanding of your coworkers roles
• Be open to working some nights and weekends on a rotating basis.