Customer Operations Team Lead, Rwanda [contract]

This role is a 12-month, full-time contract position with Chipper Cash, a financial technology company serving millions of customers in Africa. 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 coaching, mentoring, and developing the team, as well as being a point of contact for complex customer issues. You will also work closely with other team leads and the Quality Assurance Manager to ensure the delivery of quality service and promote best practices. Effective communication with customers through various channels will be essential, and you will collaborate with the Communications lead to ensure accurate customer support knowledge base updates.

• 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, ideally within financial services or other industries

Experience managing a team and conducting performance assessments

Ability to handle complex customer issues and escalate when necessary

Knowledge of best practices in customer service and quality assurance

Excellent communication skills, including proficiency in written and verbal communication

Ability to use various communication mediums, such as calls, social media platforms, email, and in-app live chat

Experience in analyzing customer frustrations and identifying areas for improvement

Knowledge of compliance procedures and ability to spot and investigate trends

Strong organizational and scheduling skills

Ability to prepare and present 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