Customer Experience (CX) Optimization Specialist

About this role

The role sits within FairMoney’s CX team in Lagos and focuses on CX reporting, automation, process optimisation, Freshworks administration and chatbot optimisation. It is for a candidate with 3+ years' experience in CX operations or related fields, capable of managing data, dashboards and cross-functional projects.

What you would do

• Manage CX operational reporting and dashboards.
• Create automated reports using SQL, BigQuery and Tableau.
• Administer Freshworks products (Freshdesk, Freshchat, Freshcaller) including workflows, automations and reporting.
• Drive CX automation and process improvement initiatives.
• Collaborate with Product and Engineering to identify customer pain points and implement improvements.
• Lead weekly CX governance meetings and ensure action items are closed.

What they are asking for

• Bachelor's degree in a relevant field.
• 3+ years' experience in CX Operations, Contact Centre, Business Operations, Business Intelligence, or Process Improvement.
• Strong SQL and BigQuery experience.
• Strong Tableau dashboard development experience.
• Hands-on experience with Freshdesk/Freshchat/Freshcaller or other Freshworks products.
• Experience working with Product and Engineering teams.

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