Product Specialist, Customer Service

Nigeria
Full Time
Mid Level
‌Core Responsibilities‌

1. ‌End-to-End Product Ownership‌
○ Design and optimize SASS customer service solutions (e.g., intelligent chatbots, voice response systems) for internet banking platforms.
○ Define product roadmap for customer support tools, focusing on efficiency and user satisfaction metrics

2. ‌Cross-Functional Collaboration‌
○ Bridge technical (R&D/AI teams) and operational (customer support centers) requirements for seamless implementation.

3. ‌Data-Driven Optimization‌
○ Analyze user feedback and behavior data to refine self-service features and reduce human-agent dependency.
○ Monitor key performance indicators (KPIs) such as first-call resolution rate and average handling time.

‌Qualifications & Skills‌
1. ‌Experience‌
○ 1-3 years in fintech/digital SASS product management, with focus on customer service systems.

2. ‌Hard Skills‌
○ Proficiency in prototyping (Figma/Axure) and PRD documentation for complex workflows.
○ Understanding of contact center technologies (IVR, CTI) and API integrations.
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