FairMoney is building the leading mobile bank for emerging markets. We started with a digital microcredit application on Android, and currently roll out additional financial services (current account, savings, debit card) while expanding the product to Western Africa and South-East Asia.
We are recruiting to fill the position below:
Job Title: Customer Experience (CX) Optimization Specialist
Location: Lagos (Hybrid)
Role Summary
This role sits within the CX team and will be responsible for CX reporting, automation, process optimization, Freshworks administration, chatbot optimization, and driving cross-functional initiatives with Product and Engineering.
Key ResponsibilitiesOwn CX operational reporting and dashboards.
Build automated reports using SQL, BigQuery, and Tableau.
Administer the Freshworks suite (Freshdesk, Freshchat, Freshcaller), including workflows, automations, bot flows, tags, and reporting.
Drive CX automation and process improvement initiatives.
Partner with Product and Engineering to resolve customer pain points and implement improvements.
Lead weekly CX governance meetings and track action items to closure.
Monitor CX KPIs / OKRs and identify improvement opportunities.
RequirementsBachelor's Degree in a relevant field.
3+ years' experience in CX Operations, Contact Centre, Business Operations, Business Intelligence, or Process Improvement.
Strong SQL and BigQuery experience.
Strong Tableau dashboard development experience.
Hands-on experience with Freshdesk/Freshchat/Freshcaller or other Freshworks products.
Strong stakeholder management and project coordination skills.
Experience working with Product and Engineering teams.
Experience in a Customer Experience or Contact Centre environment is an added advantage.
Nice to Have:Chatbot / conversational AI experience.
Workflow automation and API integration experience.
Fintech, banking, or digital financial services experience.
BenefitsPrivate Health Insurance.
Performance Bonus.
Pension Plan.
Training & Development.
Application Closing DateNot Specified.
How to ApplyInterested and qualified candidates should:Click Apply Now button to apply
Recruitment Process
A screening call with a member of the recruitment team for 30 minutes.
Technical interview with the hiring manager for 30 to 60 minutes.
How To Apply
-
Make sure you are logged in and your email is verified (Register if you dont have an account).
-
Click the Apply Now button above.
-
Your default email application or the application link will open.
-
Attach your Application letter, updated Curriculum Vitae (CV) and any supporting documents required.
-
Use a professional subject line such as Application for "Indicate Positions"
-
Make sure to send your application before the closing date.
Note: Only shortlisted candidates are contacted.
