CX Operations Manager (Fintech)

Location: Lagos, Nigeria (Hybrid)

Company

hirify.global is a pioneering mobile banking institution focused on extending credit and financial services to emerging markets.

What you will do

• Own CX operational reporting and develop dashboards using SQL, BigQuery, and Tableau.
• Administer the Freshworks suite, including Freshdesk, Freshchat, and Freshcaller workflows.
• Drive automation and process improvement initiatives to enhance customer experience.
• Partner with Product and Engineering teams to identify and resolve customer pain points.
• Lead weekly CX governance meetings and track action items to closure.
• Monitor CX KPIs and OKRs to identify opportunities for operational improvement.

Requirements

• Bachelor's degree in a relevant field.
• 3+ years of experience in CX Operations, Business Intelligence, or Process Improvement.
• Strong proficiency in SQL, BigQuery, and Tableau dashboard development.
• Hands-on experience with Freshworks products or similar CRM tools.
• Proven ability in stakeholder management and project coordination.
• Experience collaborating with Product and Engineering teams.

Nice to have

• Experience with chatbot or conversational AI technologies.
• Background in workflow automation and API integrations.
• Previous experience in fintech, banking, or digital financial services.

Culture & Benefits

• Private Health Insurance.
• Performance-based bonuses.
• Pension plan contributions.
• Opportunities for training and professional development.

Hiring process

• 30-minute screening call with the recruitment team.
• 30 to 60-minute technical interview with the hiring manager.