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Open nowPosted 32 days ago

Product Manager, Customer Support

Workable (global search)108,016 open roles

Where
Lagos, LA, Nigeria
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Your applicationOpen nowProduct Manager, Customer SupportWorkable (global search) · Lagos, LA, Nigeria

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The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 32 days ago

Workable (global search) median: 7 days open

The posting

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.
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