Customer Support Manager job at ChapChap Services
Posted by: great-volunteer
Posted date: 2025-Aug-29
Location: Uganda, Kampala
Customer Support Manager 2025-08-28T14:07:01+00:00 ChapChap Services https://cdn.ugashare.com/jsjobsdata/data/default_logo_company/defaultlogo.png https://www.ugashare.com/jobs/ FULL_TIME Uganda Kampala 00256 Uganda Financial Services Customer Service 2025-09-05T17:00:00+00:00 Uganda 8 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 - Bachelorâs 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.
JOB-68b0628509eec Vacancy title: Customer Support Manager 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 - Bachelorâs 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 Interested in applying for this job? chapchap.com&form%5Bvalid-to%5D=Friday,%20September%205%202025">Click here to submit your application now.
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