Portfolio Jobs
Want to work with a fintech focused on creating a fair finance system? Check out these job openings across the globe.
Cluster Customer Service Manager
Fairmoney
Customer Service
Nigeria
Posted on Jul 6, 2025
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 informative video.
- Oversee the delivery of a seamless high quality service across all customer facing teams
- Overall responsibility for the development, performance and maintenance of the customer service activities of the organisation
- Meet set targets and those of the team as a whole (CSAT, NPS, Quality Score, Surveys)
- Look at ways to reorganise and improve operational area
- Provide inspirational leadership to our service teams
- Contribute to training and development of the team
- Consider and evaluate different approaches of working
- Drive service excellence with a focus on achieving continuous improvement
- Define and deliver the operational strategy
- Streamline business processes to enhance efficiency
- Oversee our technical support, customer service, quality management and business support teams through an existing management structure
- Direct and manage all the customer service activities
- Direct, manage and monitor the overall performance of the customer services team
- Effective liaison, support and assistance between customer services department and rest of organisation
- Maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate internal entities
- Utilise CRM system to manage the functions of receiving, assessing, analysing, resolving and documenting customers' issues and complaints in accordance with agreed requirements
- Development of plans for customer services activities to include customer management to achieve satisfaction targets
- Support to all other departments with customer service and related issues
- Subject to agreed criteria, recruitment, training, set action and targets, appraise and manage performance, development, coaching and general support of all team members to ensure targets are met
- Reporting (content and format as agreed) on a monthly basis or as otherwise required
- Developing plans for team activities to include strategy to achieve agreed targets
- Delegate authority and responsibility to team with supervision, accountability and review
- Manage and maintain contact with internal and external client/customers for feedback and to obtain client/customer satisfaction information
- Set an example for team members of commitment, customer service knowledge, work ethics and habits and personal character
- Maintain accurate customer service records
- Control expenses to meet budgetary controls
- Adhere to all organisation policies and procedures
- Interact and co-operate with all members of the organisation, its suppliers and clients/customers
- 10 years experience in a similar role within a dynamic, technology led business
- Experienced in leading multiple customer facing teams
- Adaptable management style in order to get results and help individuals achieve their full potential Experience of driving change initiatives in a service based environment
- Demonstrable leadership & change management skills
- Ability to influence others to get results; including using appropriate standards of business communication (written/verbal)
- Ability to plan and organise a sizable workload Effective interpersonal skills - including approachability to all levels of internal/external contacts
- Evidence of working at senior level within a growing business
- Ability to work both strategically and operationally
- Capable of visioning future workable solutions as well as a willingness to roll your sleeves up and get involved in day to day operations
- Strong interest in improving the knowledge & skills of others
- Excited by the Internet and emerging technologies
- Adaptable and able to grow with the business
- Private Health Insurance
- Pension Plan
- Training & Development
Recruitment Process
- A screening call with the Recruiter for 30 minutes
- Technical interview with the hiring manager for 45-60 minutes
- Final Interview with Head of Operations 45-60 minutes