PalmPay is an Africa-focused fintech firm, launched in 2019. PalmPay is a mobile payments platform that offers a number of financial services.

We are recruiting to fill the position below:

Job Title: Customer Service Business Partner

Location: Lagos

Job Summary

• As a Customer Service Business Partner (CSBP) at PalmPay, you will act as the strategic link between our customers service operations and cross-functional teams, including product, operations, and technology.
• Your role is to ensure that customer experience insights are translated into actionable strategies to improve satisfaction, reduce churn, and boost operational efficiency.

Key Responsibilities
Service Standard Development & Optimization:

• Develop and optimize customer service processes and SOPs to enhance key experience metrics.
• Analyze operational data and user feedback to identify pain points and drive improvement plans

Cross-functional Collaboration & Issue Resolution:

• Coordinate major complaints and emergencies, collaborating with product/operation teams to refine service workflows

Experience Monitoring & Reporting:

• Trackend service KPIs (e.g., response time, resolution rate) and generate actionable insights

Qualifications

• Education: Bachelor degree or above (preferred in Business/Management)
• Experience: 7-10 years in customer service roles; financial industry knowledge is a plus

Core Competencies:

• Communication: Strong ability to lead cross-departmental collaboration and propose solutions
• Resilience: Adaptable to fast-paced environments and complex service scenarios

Application Closing Date
Not Specified.