Product Manager, Customer Support

About the role

Renmoney is seeking a Product Manager to own the end‑to‑end experience of its Customer Support suite. You will shape the vision, roadmap and delivery of tools that help customers resolve issues faster across mobile, web and contact‑centre channels.

Key responsibilities

• Define and execute the product roadmap for in‑app help, ticketing, knowledge‑base, chat/voice integrations and self‑service flows.
• Collaborate with Engineering, Design, Support Operations and Compliance to ship features that cut handling time, boost first‑contact resolution and improve NPS/CSAT.
• Analyse support data – ticket volumes, categories, SLA performance and escalation rates – to surface pain points and prioritize enhancements.
• Partner with Risk, Collections and other product teams to ensure support workflows meet regulatory and policy standards.
• Run experiments and A/B tests on FAQs, in‑app guidance and support flows to increase self‑service adoption.
• Build dashboards and metrics to monitor support performance and report insights to leadership.

Required profile

• 3+ years of product management experience in customer service, preferably within fintech, banking or digital lending in Nigeria.
• Strong understanding of support operations, ticketing systems and omnichannel delivery (app, web, call centre).
• Proven ability to use data‑driven prioritisation, experimentation and support metrics such as 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.

Required skills

• Ticketing system platforms
• Knowledge‑base and self‑service tools
• Chat/voice integration technologies
• Data analysis for support metrics

What we offer

• Competitive salary with performance bonuses
• Health benefits and a flat, collaborative work environment
• Opportunities to shape fintech products that reach millions in Nigeria
• Access to cutting‑edge tools and a diverse, inclusive team