Product Operations Analyst - Moove

Moove is on a mission to build the largest mobility fintech for emerging markets. Our starting point is a technology-enabled lending model to radically transform the availability of auto finance and vehicles for on-demand ridesharing services across tier 1 African cities. By doing so, Moove is creating sustainable jobs for mobility entrepreneurs in the mobility sector.

About The Role

Offer Level 2 customer support to market customer success teams on technical or product issues that cannot be handled and closed on first contact by customer success teams- Bridge between product, data, and technical teams.

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What You’ll Be Doing

• App customer acquisition and scale-up (grow App customer numbers in the market).
• Retention of customers using the application (manage churn)
• Run customer feedback and NPS surveys for the app and future Fintech products, and give recommendations to product managers on feature improvements and feature requests.
• Training and proactive management of onboarded customers( app users).
• Training and support of internal users utilizing products within the product portfolio.
• Conduct market research together with the product managers on app features.
• Carry out Product testing with a product manager, and technical teams at various implementation stages of app features for the market
• Drive Process improvements for products in use by both internal and external customers.

What You Will Need For This Position

• 2+ years of experience working on products as a Product Support Specialist, Analyst, or Customer Support Specialist
• Working with cross-functional teams of engineers, product managers and analysts to create significant value and impact for customers
• Experiencing conducting market/user research
• Segmenting customers, running multiple tests (eg. multivariat), tracking user behaviour, as well as prioritizing and managing your teams’ backlogs
• Experience working on no-code products e.g. Google Forms
• Experience navigating the added complexity of working across geographies in a rapidly expanding global business, and in a heavily remote collaboration environment
• Customer service skills
• Strong analytical skills
• Problem-solving and critical-thinking skills
• Excellent interpersonal skills
• Attention to detail
• Advanced English language skills (our primary common language across geographies)
• Fintech start-up experience beneficial

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Who You’ll Be Working with:

Directly reporting to our Senior Business Process Manager, and closely working with our ProductTeam.