Customer Experience (CX) Optimization Specialist

Job Overview

The Customer Experience (CX) Optimization Specialist will support FairMoney’s CX team through operational reporting, automation, process improvement, Freshworks administration, chatbot optimization, and collaboration with Product and Engineering. The role focuses on improving customer experience operations by monitoring performance, resolving pain points, and coordinating initiatives through to completion.

Job Details

Employer: FairMoney
Job Type: Full Time
Qualification: Bachelor’s degree in a relevant field
Experience: 3+ years’ experience in CX Operations, Contact Centre, Business Operations, Business Intelligence, or Process Improvement
Job Field: Customer Care
Department: Operations
Location: Lagos, Nigeria
Application Deadline: Not specified

About the Organization

FairMoney is a mobile banking institution focused on extending credit to emerging markets. Established in 2017, the company operates primarily in Nigeria and has secured nearly €50 million in funding from global investors including Tiger Global, DST, and Flourish Ventures.

FairMoney is building a mobile banking platform and point-of-sale (POS) solution for emerging markets. Its services include digital microcredit, current accounts, savings accounts, debit cards, and POS solutions for merchants and agents. The company has a diverse workforce representing more than 27 nationalities and focuses on reshaping financial services for underserved communities.

Responsibilities

• Own CX operational reporting and dashboards.
• Build automated reports using SQL, BigQuery, and Tableau.
• Administer the Freshworks suite, including Freshdesk, Freshchat, and Freshcaller.
• Manage Freshworks workflows, automations, bot flows, tags, and reporting.
• Drive CX automation and process improvement initiatives.
• Partner with Product and Engineering to resolve customer pain points and implement improvements.
• Lead weekly CX governance meetings and track action items through to closure.
• Monitor CX KPIs and OKRs and identify opportunities for improvement.

Requirements and Qualifications

• Bachelor’s degree in a relevant field.
• At least 3 years of experience in CX Operations, Contact Centre, Business Operations, Business Intelligence, or Process Improvement.
• Strong experience with SQL and BigQuery.
• Strong Tableau dashboard development experience.
• Hands-on experience with Freshdesk, Freshchat, Freshcaller, or other Freshworks products.
• Strong stakeholder management and project coordination skills.
• Experience working with Product and Engineering teams.

Additional Advantage

• Experience in a Customer Experience or Contact Centre environment.

Nice to Have

• Chatbot or conversational AI experience.
• Workflow automation and API integration experience.
• Experience in fintech, banking, or digital financial services.

Benefits

Recruitment Process

1. A 30-minute screening call with a member of the recruitment team.
2. A technical interview with the hiring manager lasting 30 to 60 minutes.

Quick Eligibility Check

• Minimum qualification: Bachelor’s degree in a relevant field
• Required experience: 3+ years’ experience in CX Operations, Contact Centre, Business Operations, Business Intelligence, or Process Improvement
• Verified duty station: Lagos, Nigeria
• Employment type: Full Time
• Core requirement: Strong SQL and BigQuery experience
• Core requirement: Strong Tableau dashboard development experience
• Core requirement: Hands-on experience with Freshworks products
• Core requirement: Experience working with Product and Engineering teams
• Preferred requirement: Experience in a Customer Experience or Contact Centre environment
• Preferred requirement: Chatbot or conversational AI experience
• Preferred requirement: Workflow automation, API integration, or fintech experience

Application Readiness Checklist

• Make the required qualification easy to verify in the education or certification section of your CV.
• Show evidence of the required experience through relevant roles, dates and measurable responsibilities.
• Tailor your CV to demonstrate experience in CX operations, SQL and BigQuery reporting, Tableau dashboard development, Freshworks administration, workflow automation, chatbot optimization and cross-functional work with Product and Engineering teams.
• Confirm that the vacancy is still open before submitting your application.

Vacancy Verification

This vacancy was checked by AfriJobSpace on September 23, 2026 against the employer’s official recruitment source. View the official vacancy source.

Application Safety

Apply only through the verified application channel provided on this page. Do not pay anyone to submit or process your application. Verify unexpected recruitment messages with the named employer or authorized recruiter through an independently confirmed contact channel.

How to Apply

Interested and qualified candidates should submit their application through FairMoney’s verified recruitment channel using the Apply for Job button on this page.