Job Openings at Chipper Cash

Location: Nigeria

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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Location: Nigeria

Description

• Our Customer Support (CS) team is at the heart of Chipper, as it is the first point of contact  with our customers and the one who 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 CS team also works closely with the  Legal & Compliance, Product, and Marketing 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.
• As Chipper expands to offer more financial services as products such as Cryptocurrency, US stocks and Virtual Cards to the African market, we are looking for a lead to oversee the team and grow with us as we unlock services to more customers.

What You Will Be Doing

• Overseeing a growing team of Customer Operation analysts and be a point of contact and escalation for customer issues working alongside our Product Operations team.
• Providing customer support to the best of your ability by talking directly and honestly with our customers to deliver a great user experience with emphasis on key features such as Cryptocurrency and US stocks.
• Communicating with our customers through a variety of different mediums whether that be through calls, social media platforms, email or in-app chat.
• Proactively identifying patterns in the user frustrations and expectations of customers, seeing where we can change our processes, tools or product to make their lives easier.
• Working with other team leads within Customer Operations as well as the QA Manager and Training manager to drive best practise and deliver quality service
• Working with the Compliance team to act as the first line of defence to help spot and investigate trends.
• Working with the Communications lead to ensure customer service updates related to service downtime and product information is accurate.
• Responsible for understanding, prioritising and escalating our customers’ feedback and feature requests to the product teams and wider business.
• Overseeing the day-to-day management of the team including conducting weekly 1:1s to mentor and develop the team.
• Assisting with co-ordinating team schedules to ensure the team are able to meet SLAs during operational hours

Requirements
What You Should Have:

• You have a minimum of 2-3 years in a customer service team lead or manager role directly managing staff, ideally within financial services or other digital products
• You have a working knowledge and understanding of financial products such as Cryptocurrency and US Stocks
• You have strong written English communication skills
• You have experience handling customer inquiries via email, chat or other written communications
• You are self-driven. You should be self-motivated and enjoy a lot of independence. We’re a dedicated, hardworking team that is collectively motivated
• You have a global mindset and be tolerant of others. We're still growing but we are a company of many cultures and backgrounds
• You are comfortable with asynchronous conversations and an understanding of your coworkers roles
• You are open to working some nights and weekends on a rotating basis.

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Location: Nigeria

Description

• Our Customer Support (CS) team is at the heart of Chipper, as it is the first point of contact  with our customers and the one who 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 CS team also works closely with the  Legal & Compliance, Product, and Marketing 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.

Job Details
What you will 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

Requirements
What you should have:

• 1-3 years experience in a Customer Service role, ideally within financial services, telecommunications, or other digital products
• Must be fluent in English and French
• Advanced fluency in English (Speaking and Writing) This role requires you to communicate in English with customers and team at a professional working capacity
• Experience handling customer inquiries via email, chat and telephone

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Job Description

• This role sits in the treasury and liquidity management team which manages the supply and demand of financial resources within the organization.
• This includes ensuring that the firm has sufficient financial resources to fund customer and organisation activities as they occur, minimising currency risk while also establishing an optimal funding and investment structure to support achievement of business objectives.
• This role will play a key role in ensuring the credibility of data and management information used to monitor, and inform decision making regarding, the liquidity position. 

Responsibilities

What You Will Be Doing:

• Own and deliver daily and month end reconciliation of ledger entries and balances to bank and other payment partner positions, with timely resolution of discrepancies/mismatches and appropriate escalation of any unresolved items outside defined SLAs to appropriate contacts in a timely manner
• Deliver daily reporting of treasury and liquidity KPIs to finance and treasury leaders
• Support weekly and monthly cashflow forecasting and variance analysis
• Maintain strong working relationships with bank and payment partners, as well as key internal contacts
• Follow-up and confirm timely execution of key treasury transactions
• Assist in monitoring and reporting on the firm’s FX exposure
• Support regular and ad hoc data analysis and data requests
• Participate in treasury projects and support on internal/external audit queries
• Contribute to and implement initiatives to improve controls and operational processes in treasury

Requirements

What You Should Have:

• Degree and / or Professional qualification in Finance, Accounting, Economics or other quantitative fields
• 2 years Banking or Payments Industry Treasury Operations experience
• Strong experience in spreadsheets and Excel
• High level of accuracy and strong attention to detail
• Good time and task management with the ability to work to tight deadlines
• Be collaborative and ‘Can Do’ attitude
• Ability to working in a cross-cultural environment

Preferable but not essential:

• Experience managing foreign exchange