Product Manager, Customer Support

Location: Lagos, Lagos, Nigeria

Department: Product Development

Workplace: on_site

Description

We’re looking for a Product Manager to own the Customer Support product experience end-to-end. You’ll define the vision, roadmap, and execution for support tools and processes that improve resolution time, customer satisfaction, and operational efficiency across app, web, and contact centre channels.

Key Responsibilities

• Define and execute the roadmap for customer support products (in-app help, ticketing, knowledge base, chat/voice integrations, self-service flows).
• Work with Engineering, Design, Support Ops, and Compliance to ship features that reduce handle time, increase first-contact resolution, and improve NPS/CSAT.
• Analyse support data (ticket volumes, categories, SLAs, escalation rates) to identify pain points and prioritize improvements.
• Partner with Risk, Collections, and Product teams to ensure support workflows align with regulatory and policy requirements.
• Run experiments and A/B tests on support flows, FAQs, and in-app guidance to drive self-service adoption.
• Build clear metrics and dashboards for support performance and report regularly to leadership.

Requirements

• 3+ years of customer service product management experience, preferably in fintech, banking, or digital lending in Nigeria.
• Strong understanding of customer support operations, ticketing systems, and omnichannel support (app, web, call centre).
• Experience with data-driven prioritization, experimentation, and support metrics (FCR, AHT, SLA, CSAT/NPS).
• Familiarity with CBN/NDIC regulatory environment and financial services compliance is a plus.
• Excellent communication, stakeholder management, and problem-solving skills.

Benefits

You’ll receive competitive compensation and work with amazing people. You’ll work in a beautiful environment with a flat structure and solve complex, real-world challenges. 

• Shape the future of fintech in Nigeria with products that reach millions, backed by a competitive salary plus performance bonuses and health benefits.
• Thrive in a fast paced work environment with flexibility, collaboration, and access to cutting-edge tools.
• Join a diverse, inclusive team where all voices are valued, and professional growth is a priority.