Description
The Product Manager will own the end-to-end customer support product experience, defining the roadmap and execution for support tools and processes across app, web, and contact centre channels. The role partners with Engineering, Design, Support Operations, Compliance, Risk, Collections, and other product teams to improve resolution time, first-contact resolution, customer satisfaction, and operational efficiency. Responsibilities include analysing support data, running experiments and A/B tests, building performance dashboards, and ensuring workflows align with regulatory and policy requirements. The posting requires at least three years of customer service product management experience, preferably in fintech, banking, or digital lending in Nigeria, along with knowledge of omnichannel support, data-driven prioritization, experimentation, and support metrics.
