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

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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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