Customer support operations, Social platforms Expert at Chipper Cash in Nigeria
Organization:
- Chipper Cash
Job Location:
- Nigeria
Employment Type:
- Full time
Date Posted:
Job Description
Role summary
- We are looking for a highly proficient and client-obsessed Customer support operations (Social platforms) to join our team.
- This position is devoted to coordinating and addressing client matters elevated through our social platforms channels (X, Facebook, Instagram, TikTok, and others).
- The preferred candidate will bring prior expertise managing client concerns in a financial solutions or financial technology environment and will be assured in turning client frustrations into positive experiences.
- As part of the Customer support operations team, you will play a vital function in safeguarding our corporate identity reputation, making sure prompt and empathetic responses, and partnering with internal teams to settle concerns productively.
Primary duties
- Track, track, and address client questions, service issues, and response across all formal social platforms channels in a prompt and specialist manner.
- Stand for the organization’s voice repeatedly while preserving empathy, visual precision, and competence.
- Report to higher support tier sophisticated concerns to the suitable teams and follow through to solution, making sure client fulfillment.
- Recognize trending concerns and flag them to the wider Customer support operations, Product, and technical groups for initiative-driven initiatives.
- Improve and preserve a information repository of FAQs, and social platforms information exchange standard procedures.
- Work alongside Promotion, Risk/Adherence, and the client information exchange teams to guarantee alignment in tone, precision, and timeliness of information exchange.
- Offer findings from social platforms engagements to enhance methods, customer experience, and corporate identity perception.
- Support to development and training entry-level team members on social platforms managing industry standards.
- Produce and show on a weekly basis, every month, and every quarter documentation.
Qualifications
- 3–5 years demonstrated expertise in a Customer support operations/Call centre position inside the financial solutions or financial technology sector.
- Solid experience in social platforms client assistance, managing client queries on channels like X, Facebook, Instagram, and others.
- Outstanding professional writing competencies with the capability to adjust tone and communication tone relying on the operational base and circumstance.
- Strong insight of the client journey in financial solutions, which includes common pain points and compliance-related sensitivities.
- Robust analytical abilities with expertise escalating and managing with cross-operational teams to settle concerns.
- Competence with social platforms supervising and client assistance resources (e.g., Meltwater, Falcon, Hootsuite, Intercom, Zendesk, Freshdesk or similar).
- A client-first mentality with the capability to turn negative conditions into positive experiences.
- Adaptive schedule to operate in changes, which includes weekends/public holidays, as necessary.
Note
- We employ applicants of any race, color, ancestry, religion, sex, national origin, sexual onboarding, gender identity, age, marital or family status, disability, Veteran status, and any other status.
- Chipper Cash is proud to be an Fair access Company and will evaluate certified candidates with criminal records in a manner regular with the San Francisco Fair Chance Ordinance.
- If you possess a disability or special need that requires accommodation, please let us know.
Application Due Date
- Sunday 14th Sep, 2025
Steps To Apply
Suitable applicants should send their Applications (Resume + Cover Letter) to: careers@chippercash.com using the Position name as the subject of the email. Note We employ applicants of any race, color, ancestry, religion, sex, national origin, sexual onboarding, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chipper Cash is proud to be an Fair access Company and will evaluate certified candidates with criminal records in a manner regular with the San Francisco Fair Chance Ordinance. If you possess a disability or special need that requires accommodation, please let us know.