Chipper is the largest mobile cross-border money transfer platform in Africa. We are a small passionate team, dedicated to expanding financial inclusion in some of the global regions most in need of accessible, interoperable, easy-to-use, and affordable financial services.
Job Description
- We are seeking a highly skilled and customer-obsessed Customer Operations (Social Media) to join our team.
- This role is dedicated to managing and resolving customer concerns raised through our social media channels (X, Facebook, Instagram, TikTok, and others).
- The ideal candidate will bring prior experience handling customer issues in a financial services or fintech environment and will be confident in turning customer frustrations into positive experiences.
- As part of the Customer Operations team, you will play a critical role in safeguarding our brand reputation, ensuring timely and empathetic responses, and collaborating with internal teams to resolve issues efficiently.
Key Responsibilities
- Monitor, track, and respond to customer inquiries, complaints, and feedback across all official social media channels in a timely and professional manner.
- Represent the company’s voice consistently while maintaining empathy, clarity, and professionalism.
- Escalate complex issues to the appropriate teams and follow through to resolution, ensuring customer satisfaction.
- Identify trending issues and flag them to the wider Customer Operations, Product, and engineering teams for proactive solutions.
- Enhance and maintain a knowledge base of FAQs, and social media communication guidelines.
- Collaborate with Marketing, Risk/Compliance, and the customer communication teams to ensure alignment in tone, accuracy, and timeliness of communication.
- Provide insights from social media interactions to improve processes, customer experience, and brand perception.
- Contribute to training and mentoring junior team members on social media handling best practices.
- Create and present weekly, monthly, and quarterly reports.
Requirements
- 3–5 years proven experience in a Customer Operations/Contact Center role within the financial services or fintech sector.
- Strong background in social media customer support, handling customer queries on platforms like X, Facebook, Instagram, and others.
- Excellent written communication skills with the ability to adapt tone and messaging depending on the platform and context.
- Deep understanding of the customer journey in financial services, including common pain points and regulatory sensitivities.
- Strong problem-solving skills with experience escalating and coordinating with cross-functional teams to resolve issues.
- Proficiency with social media monitoring and customer support tools (e.g., Meltwater, Falcon, Hootsuite, Intercom, Zendesk, Freshdesk or similar).
- A customer-first mindset with the ability to turn negative situations into positive experiences.
- Flexibility to work in shifts, including weekends/public holidays, as required.
Preferred Skills (Nice to Have):
- Knowledge of compliance and regulatory considerations in the financial services sector.
- Familiarity with social media analytics and reporting to track support performance and customer sentiment.
Method of Application
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