Senior Customer Operations Analyst, Investments - Chipper Cash

Chipper Cash was founded in 2018 by Ham Serunjogi and Maijid Moujaled, with the aim to  “chip away” at the problem of inaccessible financial services, a high population of underbanked consumers, reliance on cash for daily commerce, and the difficulty of cross-border transactions. Today, Chipper Cash is connecting more than one million people in  Africa, one transaction at a time with an easy-to-use mobile app that makes money transfers fast, secure and free. Whether it’s sending money home to support your family, running a  cross-border business, or paying local expenses, Chipper Cash saves time, saves money,  and opens up new opportunities for Africans everywhere.

With plans for rapid expansion, the Chipper Cash mobile app is currently available to consumers and businesses in seven countries, including Ghana, Rwanda, Tanzania,  Uganda, Nigeria, and South Africa. Headquartered in San Francisco, California with offices across the globe, Chipper Cash delivers fair financial services that make the lives of millions of Africans better in a small way, every day. Chipper’s mission is to unlock global opportunities and bring Africa together, one transaction at a time. Come join us.

For more information, please visit our website: www.chippercash.com

Our Customer Support (CS) team is at the heart of Chipper, as it is the first point of contact with our customers and the one who knows most intimately the struggles and hopes of customers. Most important is the team’s ability to respond to customers with empathy and work alongside customers to solve their problems.

The CS team also works closely with the  Legal & Compliance, Product, and Marketing teams. 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.

What You Will Be Doing

• Providing customer support to the best of your ability by talking directly and honestly with our customers, and developing a deeper understanding of their needs with the primary focus being the **cryptocurrency feature.
• Communicating with our customers through a variety of different mediums, based on our customers’ needs; whether that be through calls, social media platforms, email, or in-app chat.
• Proactively identifying patterns in user frustrations and expectations of customers, seeing where we can change our processes, tools, or product to make their lives easier.
• Working with the Compliance team to act as the first line of defense to help spot and investigate trends.
• Dealing with crypto-related queries; assisting users to move funds to and from our platform and helping customers get a prompt response and resolution.
• Assisting with onboarding and training of new hires
• Preparing and presenting periodic reports
• Understanding, prioritizing, and escalating our customers’ feedback and feature requests to the product teams. Plus, being the first point of call for customer complaints to make sure that they’re treated fairly and can share their thoughts and concerns
• Contribute to team KPIs (Key Performance Indicators) as well as customer satisfaction ratings

What You Should Have

• 1-3 years in a customer service role, ideally within financial services, telecommunications, and preferred experience with Cryptocurrency
• Technical understanding of how most major cryptocurrencies function
• Experience handling customer inquiries via email, chat, or other written communications
• Strong written English communication skills (other languages are helpful)
• Be self-driven. You should be self-motivated and enjoy a lot of independence. We’re a dedicated, hardworking team that is collectively motivated
• Have a global mindset and be tolerant of others. We’re still growing but we are a company of many cultures and backgrounds
• Be comfortable with asynchronous conversations and an understanding of your coworker’s roles
• Be open to working some nights and weekends on a rotating basis
• Experience working in multicultural teams
• Experience handling customer inquiries via email, chat, or other written communications
• Be self-driven. You should be self-motivated and enjoy a lot of independence. We’re a dedicated, hardworking team that is collectively motivated
• Have a global mindset and be tolerant of others. We’re still growing but we are a company of many cultures and backgrounds

Compensation

• Competitive compensation and benefits package based on experience
• Be part of a company growing at a rocketship pace solving a real problem

Next Steps

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 so much for your time. We wish you all the best in your job search.

We hire candidates of any race, colour, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, veteran status, and any other status. Chipper Cash is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.

If there are any accommodations that we can provide during the interview process that help you to be confident and do your best work, don’t hesitate to let us know.