About the role
We’re looking for a Product Manager to own the Customer Support product experience end-to-end. You’ll define the vision, roadmap, and execution for support tools and processes that improve resolution time, customer satisfaction, and operational efficiency across app, web, and contact centre channels.
Key Responsibilities
- Define and execute the roadmap for customer support products (in-app help, ticketing, knowledge base, chat/voice integrations, self-service flows). - Work with Engineering, Design, Support Ops, and Compliance to ship features that reduce handle time, increase first-contact resolution, and improve NPS/CSAT. - Analyse support data (ticket volumes, categories, SLAs, escalation rates) to identify pain points and prioritize improvements. - Partner with Risk, Collections, and Product teams to ensure support workflows align with regulatory and policy requirements. - Run experiments and A/B tests on support flows, FAQs, and in-app guidance to drive self-service adoption. - Build clear metrics and dashboards for support performance and report regularly to leadership.
Requirements
- 3+ years of customer service product management experience, preferably in fintech, banking, or digital lending in Nigeria. - Strong understanding of customer support operations, ticketing systems, and omnichannel support (app, web, call centre). - Experience with data-driven prioritization, experimentation, and support metrics (FCR, AHT, SLA, CSAT/NPS). - Familiarity with CBN/NDIC regulatory environment and financial services compliance is a plus. - Excellent communication, stakeholder management, and problem-solving skills.
Benefits
You’ll receive competitive compensation and work with amazing people. You’ll work in a beautiful environment with a flat structure and solve complex, real-world challenges.
- Shape the future of fintech in Nigeria with products that reach millions, backed by a competitive salary plus performance bonuses and health benefits. - Thrive in a fast paced work environment with flexibility, collaboration, and access to cutting-edge tools. - Join a diverse, inclusive team where all voices are valued, and professional growth is a priority.
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