Customer Experience (CX) Optimization Specialist

About the role

FairMoney is a pioneering mobile banking company focused on extending credit to emerging markets. This role sits in the CX team and owns CX reporting, automation, process optimization, Freshworks administration, and chatbot optimization, collaborating with Product and Engineering.

What you'll do

• Own CX operational reporting and dashboards.
• Build automated reports using SQL, BigQuery, and Tableau.
• Administer the Freshworks suite including workflows, automations, bot flows, tags, and reporting.
• Drive CX automation and process improvement initiatives.
• Partner with Product and Engineering to resolve customer pain points and implement improvements.

What they're looking for

• Bachelor's degree in a relevant field.
• 3+ years of experience in CX Operations, Contact Centre, Business Operations, Business Intelligence, or Process Improvement.
• Strong SQL and BigQuery experience; strong Tableau dashboard development.
• Hands-on experience with Freshdesk/Freshchat/Freshcaller or other Freshworks products.
• Strong stakeholder management and project coordination skills; experience working with Product and Engineering teams.
• Experience in a Customer Experience or Contact Centre environment is an added advantage.

For applicants in Nigeria

• Eligibility: worldwide (as stated in listing).
• The listing does not state a timezone requirement - confirm before interviewing.
• The listing does not state whether candidates are contractors or employees.
• The listing does not state pay currency or salary range.
• The listing does not state visa or work-authorization notes.