Senior Product Operations Analyst (Onboarding) at Chippper Cash

  • Full Time
  • Remote
  • remote

Website Chipper Cash

Senior Product Operations Analyst

Chipper Cash is Africa’s modern mobile payments platform. We’re helping friends, families and loved ones stay connected and securely send money across Africa with incredible ease and peace of mind. Our cross-border payments infrastructure also helps merchants and businesses in Africa accept payments on the internet with no friction. Over 4 million users have joined so far and we’re growing very fast. We have raised a total of $152.2M from Jeff Bezos, Joe Montana and some of the most reputable fintech Venture Capital firms in the world to accelerate the growth of financial services within Africa.

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

Next Steps

If you feel you are a fit, please apply because we would love to hear from you. It means a lot to us that you have taken the time to read through our job description so thank you so much for your time. We wish you all the best in your job search. If there are any accommodations that we can provide during the interview process that help you to be confident and do your best work, don’t hesitate to let us know.

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Senior Product Operations Analyst (Onboarding) at Chippper Cash


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