Product Operations Analyst – Stocks at Chipper Cash

Chipper is the largest mobile cross-border money transfer platform in Africa. 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.

We are recruiting to fill the position below:

Job Title: Product Operations Analyst – Stocks

Location: Nigeria

Job Description

Our Product Operations Analysts sit within the Operations team and at the heart of Chipper.
Product Operations Analysts 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 the stock market investment platforms and a stock market enthusiast.
Most important is your ability to respond to customers with empathy and work alongside the customer support team to solve customer problems.
The Product Operations team also 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

Providing support to the Customer Operations team with customer issues escalated in relation to our stocks product.
Proactively identifying patterns and trends of our stocks product issues. Seeing where we can change our processes, tools, or product to make our customers lives easier.
Create process or troubleshooting documentation and train other operations team members to allow for smooth customer service for known issues related to our stocks product.
Investigate, troubleshoot and triage bugs related to our stocks product, providing a high-quality experience for our customers.
Enhance technical support processes and workflows, improving the current support level that will help us action customer-facing issues faster and more efficiently.
Effective communication and relationship building with external vendors and service providers for our stocks product.
Testing new stocks product features and documenting findings.
Working within our systems to resolve ongoing stocks product-related issues until they can be resolved by the Engineering team.
Working with the Compliance team to act as the first line of defence to help spot and investigate trends.
Familiarity with the product operations role will allow you to expand your knowledge to other areas of customer operations and the company in general. This ranges from the Product teams to the Compliance teams, etc,

Qualifications You Will Need

Prior working experience in the investment space dealing with stocks
1-3 years experience in solving difficult customer problems related to stocks product
Passionate about solving customer issues
Experience working cross-functionally with Engineering, Product, and/or Compliance Teams
Experience handling customer inquiries via email, chat, or other written communication
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.

Compensation