# Customer Experience (CX) Optimization Specialist

> FairMoney · Lagos, Nigeria (Hybrid) · Full-time · Posted 2026-07-22

**Workplace:** hybrid

**Department:** Customer Support

## Description

**About the company**

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

In alignment with its vision, FairMoney is actively constructing the foremost mobile banking platform and point-of-sale (POS) solution tailored for emerging markets. The journey began with the introduction of a digital microcredit application exclusively available on Android and iOS devices. Today, FairMoney has significantly expanded its range of services, encompassing a comprehensive suite of financial products, such as current accounts, savings accounts, debit cards, and state-of-the-art POS solutions designed to meet the needs of both merchants and agents.**FairMoney thrives on its diverse workforce, bringing together talent from over 27 nationalities. This multicultural team drives the company’s mission of reshaping financial services for underserved communities.** To gain deeper insights into FairMoney’s pivotal role in reshaping Africa’s financial landscape, we invite you to watch an informative [video](https://www.youtube.com/watch?v=qJAvPHdpRD0).

**Role Summary:**

This role sits within the CX team and will be responsible for CX reporting, automation, process optimization, Freshworks administration, chatbot optimization, and driving cross-functional initiatives with Product and Engineering.

### **Key Responsibilities:**

-   Own CX operational reporting and dashboards.
-   Build automated reports using SQL, BigQuery, and Tableau.
-   Administer the Freshworks suite (Freshdesk, Freshchat, Freshcaller), including 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 to closure.
-   Monitor CX KPIs / OKRs and identify improvement opportunities.

## Requirements

-   Bachelor's degree in a relevant field.
-   3+ years' experience in CX Operations, Contact Centre, Business Operations, Business Intelligence, or Process Improvement.
-   Strong SQL and BigQuery experience.
-   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.
-   Experience in a Customer Experience or Contact Centre environment is an added advantage.

**Nice to Have:**

-   Chatbot/conversational AI experience.
-   Workflow automation and API integration experience.
-   Fintech, banking, or digital financial services experience.

## Benefits

-   Private Health Insurance
-   Performance Bonus
-   Pension Plan
-   Training & Development

### Recruitment Process

-   A screening call with a member of the recruitment team for 30 minutes.

-   Technical interview with the hiring manager for 30 to 60 minutes.

## Apply

[Apply at FairMoney](https://apply.workable.com/fairmoney/j/10C22B282F/apply)

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