Who We Are
Chipper Cash is Africa’s modern mobile payments platform. We’re helping friends, families and loved ones stay connected and securely send money across Africa with incredible ease and peace of mind. Our cross-border payments infrastructure also helps merchants and businesses in Africa accept payments on the internet with no friction. Over 4 million users have joined so far and we’re growing very fast. We have raised a total of $152.2M from Jeff Bezos, Joe Montana and some of the most reputable fintech Venture Capital firms in the world to accelerate the growth of financial services within Africa.
The Director of Customer Success will oversee our global customer success team and grow it into a world-class team. Customer Success is the first point of contact with our customers and the one who knows most intimately the struggles and hopes of customers. Our Customer Success team works closely with customers to solve their problems and closely with the Product Operations, Product, and Engineering teams to make our product better. It’s about much more than resolving tickets; it’s about helping us also find solutions that will prevent customers from having problems in the first place and help us deliver on the promise of Chipper working like magic. The Director of Customer Success is part of the Operations Leadership team and will report directly to our Head of Global Operations.
What You Will Be Doing
- Leading and developing our global Customer Success team to ensure we are consistently delivering the highest quality of customer support across multiple languages, products, channels, and customer use cases
- Tracking and reporting on customer success metrics and applying a results oriented approach to consistently achieving and exceeding metric targets
- Providing guidance on how we can keep our customers happy during every customer success agent interaction and influencing the tone, voice, and content of our customer FAQ’s, canned responses/macros and call scripts
- Solidifying a firm foundation for our Customer Success team and continuing to innovate on ways to scale it as Chipper expands its product offering and global footprint
- Prioritizing Customer Success team success by focusing on training, career development, and professional growth opportunities for our global, mostly remote team as we scale rapidly
- Partnering with our Product & Engineering teams to share the voice of the customer and provide customer feedback to inform our product and feature roadmap
- Developing and implementing strategic projects and initiatives to improve customer experience
What You Should Have
- Experience managing customer success in financial services, fintech, e-commerce, food delivery or any other fast-paced consumer industry
- Experience building and managing a global high-performing, remote, customer support/success team
- Track record of driving positive customer success outcomes: retention, expansion, customer advocacy
- Strong empathy for customers and teammates
- Strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
- Working knowledge of French is a plus
If you feel you are a fit, please apply because we would love to hear from you. It means a lot to us that you have taken the time to read through our job description so thank you for your time. We wish you all the best in your job search.