• Application Deadline:
• Position: Senior Product Operations Analyst, Onboarding


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 years


• Location Lagos


• Job Field Customer Care 
  

Job Description

• 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