Customer Experience Manager

• Minimum Qualification :

Customer Experience Manager

Location: Remote

Type: Full-Time - Contract

Start Date: Immediate

About Korrency

Korrency is a cross-border payments platform built for international migrants. We make it fast, fair, and easy to send and receive money across borders—without hidden fees or poor exchange rates. Were scaling quickly after our recent success, and were building a best-in-class customer experience team to support that growth.

The Role

Were hiring a Customer Experience Manager to lead both support operations and customer success strategy at Korrency.

Youll be responsible for ensuring every user interaction—whether its solving a problem, answering a question, or guiding a first-time sender—is fast, helpful, and leaves a lasting impression. Youll also help customers succeed long-term by improving onboarding, tracking sentiment, and turning feedback into action.

This is a hybrid role requiring someone who can build systems while still being hands-on. Youll shape what great looks like for the entire customer journey.

What Youll Do

• Build and manage Korrencys customer support and success function from the ground up
• Lead and coach a small support team (starting with 1 agent, scaling with the company)
• Design coverage schedules to ensure reliable 24/7 support across chat, email, WhatsApp, Instagram, and phone (via Freshdesk & Freshchat)
• Develop internal SOPs, escalation paths, and response standards for all service channels
• Define and report on key CX metrics: CSAT, resolution time, onboarding success, retention, and NPS
• Manage escalated issues and follow through until resolution
• Build customer onboarding flows and support content (FAQs, guides, in-app help)
• Launch proactive success initiatives that improve customer activation and loyalty
• Champion the voice of the customer in product, marketing, and compliance discussions
Use data to continuously refine customer journeys and support systems

What Were Looking For

• 5+ years in customer experience, support, or success roles—with at least 2 years in fintech/payments
• Experience managing support teams and rolling out success initiatives
• Strong command of Freshdesk and Freshchat (required); bonus: Intercom, Zendesk, Help Scout, Gorgias
• Proven ability to manage 24/7 support coverage without personal burnout
• Excellent communicator and confident systems builder
• Passion for customers and data-informed decision-making
Based in Nigeria, with a strong internet connection and ability to work remotely

What We Offer

• High-impact role at a fast-growing fintech with a mission that matters
• Full remote flexibility
• Competitive monthly compensation
• A culture that values ownership, clarity, and customer obsession
Real leadership growth opportunities as we scale

How to Apply

Send your CV and a brief message sharing why youre a fit to info@korrency.com

Use subject line: Customer Experience Manager - [Your Name]

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Information :

• Company : Korrency
• Position : Customer Experience Manager
• Location : Nigeria
• Country : NG