Customer Experience Manager

ABOUT UMBA

Umba is an African digital bank, offering free bank accounts and financial services to our customers. We provide an ecosystem of connected financial services that allows the customer complete control of their finances all in one App

JOB DESCRIPTION

Our Customer Success Team advises and guides a wide variety of customers, ensuring they set up with correctly with Umba accounts. Working closely with Umba's Product and Data Science teams, you'll provide customer plans for 2nd, 3rd, 4th advances etc., while helping clients identify areas where they could improve their use of Wayflyer analytics. Part coach, project manager, consultant and product expert, our Umba Customer Success Managers are continually focused on helping our customers improve their personal financial goals and figuring out the best ways to use our services. Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption. Strong interpersonal skills and experience building strong internal and external relationships. Diplomacy, tact, and poise under pressure when working through customer issues. Experience in Google Ads and Facebook is bonus. Empathize with every aspect of the customer experience, putting customers’ needs first. Guide and coach customers with a dedicated customer success processes. Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty. Identify common customer challenges. Help drive customer references and case studies.

Skills and Qualifications

• Proficient computer skills and tech-savvy
• Excellent communication skills both verbal and written required
• At least 3 years of previous customer service experience (Zendesk a bonus)
• A proactive approach to work, the ability to find solutions to difficult problems
• Ability to work at our HQ in Lagos
• References to previous positions
• Ability to work in a collaborative team environment
• Must live and be able to legally work in Nigeria
• This is a full time salaried, any applicant must be able to work 40 hours week

Benefits

• Market pay rate and will be negotiated in the interview process

Umba is an Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled