About the company
FairMoney is a pioneering mobile banking institution specializing in extending credit to emerging markets. Established in 2017, the company currently operates primarily within Nigeria, and it has secured nearly €50 million in funding from renowned global investors, including Tiger Global, DST, and Flourish Ventures.
In alignment with its vision, FairMoney is actively constructing the foremost mobile banking platform and point-of-sale (POS) solution tailored for emerging markets. The journey began with the introduction of a digital microcredit application exclusively available on Android and iOS devices. Today, FairMoney has significantly expanded its range of services, encompassing a comprehensive suite of financial products, such as current accounts, savings accounts, debit cards, and state-of-the-art POS solutions designed to meet the needs of both merchants and agents.FairMoney thrives on its diverse workforce, bringing together talent from over 27 nationalities. This multicultural team drives the company’s mission of reshaping financial services for underserved communities. To gain deeper insights into FairMoney’s pivotal role in reshaping Africa’s financial landscape, we invite you to watch an informative video.
Role Summary:
This role sits within the CX team and will be responsible for CX reporting, automation, process optimization, Freshworks administration, chatbot optimization, and driving cross-functional initiatives with Product and Engineering.
Key Responsibilities:- Own CX operational reporting and dashboards.
- Build automated reports using SQL, BigQuery, and Tableau.
- Administer the Freshworks suite (Freshdesk, Freshchat, Freshcaller), including workflows, automations, bot flows, tags, and reporting.
- Drive CX automation and process improvement initiatives.
- Partner with Product and Engineering to resolve customer pain points and implement improvements.
- Lead weekly CX governance meetings and track action items to closure.
- Monitor CX KPIs / OKRs and identify improvement opportunities.
Requirements
- Bachelor's degree in a relevant field.
- 3+ years' experience in CX Operations, Contact Centre, Business Operations, Business Intelligence, or Process Improvement.
- Strong SQL and BigQuery experience.
- Strong Tableau dashboard development experience.
- Hands-on experience with Freshdesk/Freshchat/Freshcaller or other Freshworks products.
- Strong stakeholder management and project coordination skills.
- Experience working with Product and Engineering teams.
- Experience in a Customer Experience or Contact Centre environment is an added advantage.
Nice to Have:
- Chatbot/conversational AI experience.
- Workflow automation and API integration experience.
- Fintech, banking, or digital financial services experience.
Benefits
- Private Health Insurance
- Performance Bonus
- Pension Plan
- Training & Development
- A screening call with a member of the recruitment team for 30 minutes.
- Technical interview with the hiring manager for 30 to 60 minutes.
Skills Required
- Bachelor's degree in a relevant field
- 3+ years' experience in CX Operations, Contact Centre, Business Operations, Business Intelligence, or Process Improvement
- Strong SQL experience
- Strong BigQuery experience
- Strong Tableau dashboard development experience
- Hands-on experience with Freshdesk, Freshchat, Freshcaller or other Freshworks products
- Strong stakeholder management and project coordination skills
- Experience working with Product and Engineering teams
- Experience in a Customer Experience or Contact Centre environment
- Chatbot / conversational AI experience
- Workflow automation and API integration experience
- Fintech, banking, or digital financial services experience
What We Do
FairMoney is building the leading mobile bank for emerging markets. Our goal is to rebuild Africa's money story by offering Tier 1 digital financial services to merchants and consumers alike. In our key market; Nigeria, FairMoney is currently the Most downloaded fintech app in Nigeria with over 10 million downloads and the #1 digital bank in Nigeria. FairMoney offers a range of digital financial products including, near-instant digital loans 24/7, investment products, savings, payments, and cards directly via its mobile app. We give 10,000 loans daily (one every 8 seconds!) in Nigeria and India, and have banking operations in Nigeria, with over 6 million users. We're backed by international investors and have raised a total of $89.9M in funding, to support our development. FairMoney is unique thanks to its international exposure (with offices on 3 continents) and its impact-driven mission: we bring financial inclusion to underbanked people in emerging markets! We are a team of close to 600 people, and for most of the positions, it's possible to join FairMoney remotely or in one of our offices: in Paris, Bangalore, Lagos, and Riga. We value candidates who embrace our company values: • Growth Mindset – We believe in the power of a Growth Mindset, not fixed or static. • Big Plans, Bigger Ambitions - We make big plans, and have even Bigger Ambitions. We are here to build massive scale and drive the fintech revolution across Africa. • Talent has no passport - We believe that Talent Has No Passport. While opportunity may not be evenly distributed across the world, talent is. • Start with the Client – We Empathize with our users to optimize our impact. Many of us don’t live where our customers do - we must go in-depth to understand their pain points. Discover our other values during your discussions with the team. https://apply.workable.com/fairmoney/?lng=en
