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 product issues and acting as a point of escalation for more complicated customer support inquiries.
Most important is your ability to respond to customers with empathy and work alongside the customer support team to solve their 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
Working within our systems to resolve ongoing product-related issues until they can be resolved by the Engineering team.
Proactively identifying patterns and trends of product issues. Seeing where we can change our processes, tools or product to make our customers’ lives easier
Providing consultative support to the Customer Operations team when customer issues are escalated
Working with the Compliance team to act as the first line of defense to help spot and investigate trends
Dealing with tricky payments-related queries; investigating missing bank, mobile money, card, and other various transaction types and helping manage customers with their Chipper onboarding
Understanding, prioritising and escalating our customers’ feedback and feature requests to the product teams. Plus, being the first point of call for customer complaints to make sure that they’re treated fairly and can share their thoughts and concerns
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
1-3 years experience in solving difficult customer problems, ideally at a financial services organization or other digital products
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’re a dedicated, hardworking team that is collectively motivate
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 coworkers' roles
Be open to working some nights and weekends on a rotating basis.
Competitive compensation and benefits package based on experience
Be part of a company growing at a rocket ship pace solving a real problem.