FinTech Customer Service, Product Specialist - Lagos

1. ‌Experience‌

○ 1-3 years in fintech/digital SASS product management, with focus on customer service systems.

2. ‌Hard Skills‌

○ Proficiency in prototyping (Figma/Axure) and PRD documentation for complex workflows.

○ Understanding of contact center technologies (IVR, CTI) and API integrations.

1. ‌End-to-End Product Ownership‌

○ Design and optimize SASS customer service solutions (e.g., intelligent chatbots, voice response systems) for internet banking platforms.

○ Define product roadmap for customer support tools, focusing on efficiency and user satisfaction metrics

2. ‌Cross-Functional Collaboration‌

○ Bridge technical (R&D/AI teams) and operational (customer support centers) requirements for seamless implementation.

3. ‌Data-Driven Optimization‌

○ Analyze user feedback and behavior data to refine self-service features and reduce human-agent dependency.

○ Monitor key performance indicators (KPIs) such as first-call resolution rate and average handling time.