Customer Experience (CX) Optimization Specialist

About FairMoney

FairMoney is a pioneering mobile banking institution specializing in extending credit to emerging markets. Established in 2017, it operates primarily in Nigeria and has secured nearly EUR 50 million in funding from investors including Tiger Global, DST, and Flourish Ventures. FairMoney is building a mobile banking platform and POS solution for emerging markets, with products including digital microcredit, current and savings accounts, debit cards, and POS solutions for merchants and agents.

About the Role

This full-time hybrid role sits within the CX team in Lagos, Nigeria. You will own CX reporting, automation, process optimization, Freshworks administration, chatbot optimization, and 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 and Development

Recruitment Process

• Screening call with recruitment (about 30 minutes).
• Technical interview with the hiring manager (30 to 60 minutes).

How to Apply

Apply below via the JobClave with your updated resume/CV. Please include your portfolio (if applicable).