Palmpay is a pan-African fintech company currently operating in Nigeria, Ghana, Kenya, Uganda and Tanzania and expanding to other markets this year. We’re reinventing the payments experience by making it easy and reliable for everyone to transfer money, pay bills and shop online.

We are recruiting to fill the position below:

Job Title: Product Specialist, Customer Service

Location: Nigeria
Job type: Full-time

‌Core Responsibilities‌
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

Cross-Functional Collaboration‌:

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

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.

‌Qualifications & Skills‌
Experience‌:

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

Hard Skills‌:

• Proficiency in prototyping (Figma/Axure) and PRD documentation for complex workflows.
• Understanding of contact center technologies (IVR, CTI) and API integrations.

Application Closing Date
Not Specified.