Customer Communications and Education Lead

Full Time Africa, Greater Accra Chipper Cash
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State: Accra, Ghana
Country: Ghana
Deadline: 27/04/2021
Qualification: Degree
Work Experience: 4 Years
Career Level: Mid-level
Industry: Commerce

Customer Communications and Education Lead Description

Chipper is the largest mobile cross-border money transfer platform in Africa and currently seeks a Customer Communications and Education Team Lead

We are a small, passionate team dedicated to expanding financial inclusion in some of the global regions most in need of accessible, interoperable, easy-to-use, and affordable financial services.

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.

Customer Operations Leads serve as leaders within the Customer Operations team at Chipper. In addition to setting the standards for customer engagement for Analysts, they support Analysts in handling customer tickets effectively through training and mentoring.

What You Will Be Doing

Creating detailed and helpful support articles to answer FAQ’s from our users
Maintaining a database of canned responses for customer support agents across social media, in-app chat, email and all customer support channels
Working with our Operations management team on timely and accurate in-app communication of downtimes and outages to our users
Working with our Growth Marketing Team on in-app communication of product updates and product promotions to our users
Ensuring all customer communication is current, accurate and consistent with our brand voice
Recommending new approaches for customer communication, including new messaging and strategic changes to delivery methods

Qualifications You Will Need

Outstanding verbal and written communication skills
Strong command of English and strong grammatical skills
Incredibly well organised, able to execute project planning responsibilities with a detailed understanding of strategic objectives and priorities

Compensation

Competitive compensation and benefits package based on experience
Be part of a company growing at a rocket ship pace solving a real problem

Next Steps

If you feel you are a good 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.

We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chipper Cash is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance. If you have a disability or special need that requires accommodation, please let us know.

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To apply for this job please visit chippercash.com.

  • Salary: $Confidential
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