Customer Experience Lead - Urgent Hiring

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We are hiring a resourceful Customer Experience Lead to join our amazing team at New African Fintech in Lagos, Lagos State.
Growing your career as a Full Time Customer Experience Lead is an amazing opportunity to develop exceptional skills.
If you are strong in people management, decision-making and have the right experience for the job, then apply for the position of Customer Experience Lead at New African Fintech today!

The Company 

New Africa Fintech Nigeria is a fast-growing tech start-up searching for pioneering go-getters who welcome the challenges of a growing business. We are building the next big thing in the African market and are about to unveil our flagship product, “9jaPay”, which is a super app that offers financial and lifestyle services centered around banking.

The Position

We are looking to fill the position of a Senior Customer Experience Specialist/ Customer Experience Lead to join our Operations team. S/He will be based in Lagos and report to the Head of Operations. We need someone who will roll up their sleeves and lead from the trenches.

The mission of this role is to help craft our customer-success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences.

Responsibilities

  • Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both;

  • Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals;

  • Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative/ marketing team;

  • Work with sales and marketing teams to boost customer referrals and develop case studies;

  • Prepare documentation or visuals of campaign performance for client; analyze trends in CSAT and NPS scores to identify areas for improvement;

  • Maintain existing customer-success metrics and data as directed;

  • Perform all other duties as may be assigned.

Requirements

  • 3+ years of experience in account management or a customer support/ success role in the fintech space;

  • Be a top performer, with recognisable results;

  • Bachelor’s degree or equivalent;

  • Knowledge of Salesforce/ Freshdesk or other project management tools;

  • Have hands-on experience setting up team structure and work processes.

Must Haves

  • Strong verbal and written communication skills

  • Knowledge of / interest in the startup culture/ fintech space

  • Ability to strategize and solve problems

  • Strong leadership and organizational skills

  • Great people skills

  • An analytical mind and process-oriented mindset

  • Self-starter

What We Have For You

  • Free access to Udemy courses for an unlimited training experience

  • Career development opportunities - being a fast rising startup

  • Premium Health Insurance

  • A great work life balance

  • Hybrid working arrangement: 3 days onsite, 2 days off site

  • Multiple time-off options: vacation, parental leave, compassionate leave, etc.

  • A conducive environment: periodic company events, quarterly team building, snacks at work, etc.


Benefits of working as a Customer Experience Lead in Lagos, Lagos State:


● Company offers great benefits
● Company offers career progression opportunities
● Advantageous package
Original job Customer Experience Lead - Urgent Hiring posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.
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