Customer Operations Team Lead, Rwanda [contract]

This role at Chipper Cash is a 12-month, full-time contract position with the potential for conversion to a full-time employee. As a Customer Operations Team Lead, you will be responsible for managing a team of 4 Customer Operations Interns and overseeing their day-to-day activities. Your main focus will be on providing excellent customer service, resolving complex customer issues, and promoting best practices within the team. Additionally, you will work closely with other departments such as Product, Engineering, Compliance, and Communications to ensure efficient operations and customer satisfaction.

• Oversee the day-to-day management of a team of 4 Customer Operations Interns
• Conduct weekly 1:1s and performance assessments to coach, mentor, and develop the team
• Act as a point of contact and escalation for more complex customer issues
• Work alongside Product, Engineering, and Compliance teams to resolve customer issues
• Promote best practices and deliver quality service in collaboration with other Customer Operations team leads and the Quality Assurance Manager
• Communicate with customers through various mediums such as calls, social media platforms, email, or in-app live chat
• Ensure accuracy of customer support knowledge base and customer service updates related to service downtime and product information
• Proactively identify patterns in customer frustrations and expectations to improve processes, tools, or product
• Assist the Compliance team in spotting and investigating trends
• Coordinate team schedules to meet service level agreements (SLAs) during operational hours
• Prepare and present periodic performance reports internally within the Operations team and in cross-functional meetings
• Have 2-5 years of experience in a customer service role, preferably in financial services or related field.

• 2-5 years experience in a customer service role, preferably in financial services or related field
• Experience managing a team and conducting performance assessments
• Strong communication skills, including proficiency in written and verbal communication
• Ability to handle complex customer issues and escalate when necessary
• Familiarity with different customer communication channels, such as calls, social media, email, and live chat
• Knowledge of customer support best practices and ability to deliver quality service
• Ability to identify patterns in customer frustrations and suggest process or product improvements
• Familiarity with compliance procedures and ability to spot and investigate trends
• Strong organizational skills and ability to coordinate team schedules
• Proficiency in preparing and presenting performance reports

• 2-5 years experience in a customer service role
• Minimum 1 year of management experience
• Working knowledge and understanding of financial services including mobile money, bank transfers, cross border payments and airtime purchases
• Strong verbal and written Kinyarwanda and English communication skills; French communication skills a bonus
• Open to working some nights and weekends on a rotating basis
• Equal Opportunity Employer
• Consideration of qualified applicants with criminal histories
• Accommodations provided during the interview process