Product Manager, Customer Support

Location: Lagos, Nigeria 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.