Customer Support Manager job at ChapChap Services

Vacancy title:
Customer Support Manager

[Type: FULL_TIME, Industry: Financial Services, Category: Customer Service]

Jobs at:
ChapChap Services

Deadline of this Job:
Friday, September 5 2025

Duty Station:
Uganda | Kampala | Uganda

Summary
Date Posted: Thursday, August 28 2025, Base Salary: Not Disclosed

JOB DETAILS:

Key Responsibilities

Lead and manage the customer support function to ensure timely and effective resolution of user issues.
Oversee onboarding and training of MSMEs onto the ChapChap platform.
Establish customer service processes, policies, and performance metrics (SLAs, CSAT, NPS).
Collect and analyze customer feedback to improve product features and user experience.
Manage escalation processes and collaborate with internal teams (product, tech, field operations).
Build and train a high-performing customer support team.
Leverage support data to generate insights for continuous service improvement.
Coordinate with regional field coordinators to ensure alignment between in-field and digital support.

Minimum Qualifications & Experience

Bachelor’s degree in Business Administration, IT, Communications, or related field.
At least 3+ years of experience in customer support, client relations, or service delivery.
Proven track record in managing customer-facing teams or processes.
Strong communication skills (written and verbal) in English; knowledge of local languages is a plus.
Experience with customer support tools (CRM systems, ticketing software, chat platforms).
Ability to analyze customer data and translate insights into improvements.
Strong leadership and problem-solving skills.

What We Offer

Opportunity to be part of a mission-driven fintech driving financial inclusion in Africa.
A collaborative, innovative, and growth-oriented work environment.
Competitive compensation and benefits package.
Room for career advancement as ChapChap scales across Africa.

Work Hours: 8

Experience in Months: 36

Level of Education: bachelor degree

Job application procedure
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