About the Role
At Renmoney, we believe finance should be simple, useful, and accessible to everyone. We are passionate about leveraging data-driven insights to build useful financial products for personal and business needs, including convenient loans, reliable savings, and smart investments. We are currently looking for a driven Product Manager to own the Customer Support product experience end-to-end and scale our operational efficiency.
Key Responsibilities- Define and execute the roadmap for customer support products, including in-app help, ticketing systems, knowledge bases, and omnichannel chat or voice integrations.
- Collaborate with Engineering, Design, Support Ops, and Compliance to ship features that reduce handle time and boost NPS and CSAT scores.
- Analyze comprehensive support data such as ticket volumes, categories, SLAs, and escalation rates to prioritize impactful product improvements.
- Partner closely with Risk and Collections teams to ensure support workflows strictly align with Nigerian regulatory and policy requirements.
- Design and execute experiments and A/B tests on support flows, FAQs, and self-service guidance to drive user adoption.
- Build clear performance metrics and dashboards for leadership reporting and operational tracking.
- Minimum of 3 years of product management experience focused on customer service products within fintech, banking, or digital lending in Nigeria.
- Demonstrated understanding of customer support operations, ticketing software, and omnichannel support infrastructures.
- Strong proficiency in data-driven prioritization, experimentation frameworks, and standard support metrics like FCR, AHT, SLA, CSAT, and NPS.
- Familiarity with CBN and NDIC regulatory environments as well as broader financial services compliance is a distinct advantage.
- Exceptional communication, stakeholder management, and problem-solving abilities.
- Competitive salary with comprehensive health insurance coverage.
- Opportunities for professional growth and career advancement in a fast-paced fintech environment.
- Collaborative and innovative work culture with hybrid work options.