Recruitment at Lendastack Technologies

Lendastack Technologies is a fast-growing cloud-based all-in-one solution company for managing financial services. We are building a platform that empowers businesses by providing them with an all-in-one loan, deposits, investments, reporting, user management, and workflow customization solution. We thrive on innovation, agility, and a shared value of always delivering quality work.

We are recruiting to fill the position below:

Job Title: Customer Experience Associate

Location: Nigeria (Remote)
Employment Type: Full-time
Industry: Fintech

The Role

• This role is positively challenging and will provide growth to the prospective role holder.
• The ideal role holder is highly solution-driven and motivated customer support who can provide exceptional service and technical assistance to our customers.
• In this role, you will be responsible for addressing customer inquiries, troubleshooting issues, and ensuring a smooth and positive experience with our products and services.
• As the first point of contact, you will play a key role in resolving customer concerns efficiently, identifying common challenges, and providing feedback to improve our support processes.

Job Responsibilities
These include but are not limited to:

• Serve as the first point of contact for customer inquiries and support requests
• Handle and resolve customer complaints promptly and professionally
• Follow up with customers to ensure their issues have been resolved to their satisfaction
• Provide accurate and timely information regarding products, and policies
• Troubleshoot and resolve basic technical issues; escalate complex cases as needed
• Maintain a high level of product knowledge to assist customers effectively
• Document and track complaints to identify trends and areas for improvement
• Collect and analyze customer feedback from various channels
• Generate reports on feedback trends and insights for continuous improvement
• Collaborate with internal teams to address and resolve underlying issues.
• Communicate feedback outcomes and actions taken to customers to build trust and transparency.
• Document and refine the incident management process to ensure consistent and efficient handling of issues
• Provide support for new customer onboarding, including setup and product training.

Job Requirements

• Candidates should possess a Bachelor’s Degree qualification
• Minimum of 3 years experience in customer support, preferably in a FinTech company.
• Strong verbal and written skills; ability to explain complex topics in simple terms.
• Ability to accurately document customer interactions, identify patterns, and follow up effectively.
• Customer-first approach with the ability to anticipate and resolve issues.
• Comfortable working independently, managing time effectively, and collaborating with distributed teams.
• Ability to work closely with Product, and Engineering teams to resolve customer challenges.

Performance Metrics:
These include the main key result areas that the role will be focused on, but are not limited to the following:

• Efficient Issue Resolution
• Enhanced User-Centric Approach
• Improved Customer Experience Processes

Interview Process
Preliminary Chat:

• If your application aligns with the role, we will schedule a 30–45-minute conversation with our HR team.
• This session allows us to learn more about your experience, discuss the role in detail, and assess mutual fit for both you and our team.

Recruitment Exercise:

• Following the initial chat, you will participate in a recruitment exercise designed to evaluate your technical and strategic competencies.
• This may include case studies, problem-solving tasks, or other relevant assessments to gauge your suitability for the role.

Final Interview:

• If you successfully complete the assessment stage, you will have a technical discussion with the Hiring Manager.
• This conversation will focus on your expertise, the recruitment exercise, and how your skills align with the role’s requirements.
• We are committed to keeping you informed and will provide an update within a week after each stage.

Application Closing Date
30th March, 2025.

How to Apply
Interested and qualified candidates should send their CV to: hr@lendastack.io using the Job Title as the subject of the email.

Job Title: Senior Product Owner

Location: Nigeria (Remote)
Employment Type: Full-time
Industry: Fintech

Job Summary

• This role is positively challenging and will provide growth to the prospective role holder.
• The ideal role holder is a highly experienced and motivated Product Owner who (has led and) can lead the development and continuous improvement of our product.
• You will be responsible for managing our product throughout the product lifecycle, gathering and prioritizing product and customer requirements towards achieving the long-term vision and strategy for the company’s product.

Job Responsibilities
These include but are not limited to:

• Define and own the product roadmap, aligning development with strategic objectives, market trends, and customer needs.
• Conduct market research and analyze customer feedback to identify opportunities for innovation, ensuring customer needs remain central to product decisions.
• Manage the product backlog, prioritizing features based on value, feasibility, and impact.
• Write detailed user stories, acceptance criteria, and product requirements.
• Collaborate with management to gather requirements, refine product features, and provide updates on progress, challenges, and outcomes.
• Work closely with engineering, design, and QA teams to deliver high-quality features on time.
• Facilitate agile ceremonies to ensure effective team collaboration and delivery.
• Define and monitor key performance indicators (KPIs) and use performance data and feedback to drive continuous product iteration.
• Oversee the successful launch of new features, ensuring they meet business and customer expectations.

Job Requirements

• 5+ years of experience as a Product Owner or Product Manager, preferably in fintech or financial services.
• Proven success in delivering scalable and innovative financial solutions.
• Strong strategic thinking, problem-solving, and analytical skills, with the ability to anticipate and address challenges.
• Outstanding leadership, communication, and collaboration skills to drive team success.
• Proven ability to thrive in a fast-paced, results-driven environment.
• Agile software development and management experience, preferably in the finance domain.
• Customer-centric approach with a focus on financial inclusion.

Application Closing Date
28th February, 2025.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Note: Only shortlisted candidates will be contacted.

Job Title: Customer Success & Operations Lead

Location: Nigeria
Employment Type: Full-time (Remote)
Sector: Fintech

The Role

• The role is positively challenging and will provide growth to the prospective role holder.
• We are looking for a Customer Success & Operations Lead to manage and enhance the entire customer experience from onboarding and support to product adoption and long-term success.
• This role is pivotal in championing customer support and operations activities, ensuring seamless onboarding, providing exceptional product support, and driving operational efficiencies.
• You will work closely with the Product, Engineering, and Sales teams to meet customer needs while continuously optimizing processes.

Job Responsibilities
These include but are not limited to:

• Develop and implement strategies to improve customer retention, engagement, and satisfaction.
• Lead the customer onboarding process, ensuring smooth product adoption and training.
• Conduct customer demos to showcase product features and drive management.
• Use communication and stakeholder management strategies to enhance relationships with customers and partners/vendors.
• Identify and act on customer feedback to drive product improvements.
• Manage the support activities to ensure timely and effective issue resolution
• Develop and refine support workflows, escalation procedures, and incident management processes for efficiency and consistency.
• Lead process automation initiatives to enhance efficiency across product operations.
• Research customer and product needs to drive the end-to-end management process for seamless operation.
• Monitor and analyze customer inquiries to improve response time and solutions.
• Collaborate with Product and Engineering teams to ensure customer pain points are addressed.
• Advocate for a customer-first culture across the team.
• Align cross-functional teams (Product, Sales, Engineering) on customer insights and priorities.

Job Requirements

• 5+ years of experience in customer success/customer-facing operations.
• Strong understanding of customer journey mapping, retention strategies, and support operations.
• Demonstrated commitment to customer advocacy and process optimization.
• Experience in leading a team and scaling customer success/support functions.
• Strong problem-solving skills with the ability to analyze data and implement improvements.
• Excellent communication and presentation skills, with experience conducting customer demos.
• Proficiency in using customer support tools and analytics platforms.
• Experience in a FinTech or tech-driven environment is a plus.
• Bachelor’s Degree.

Application Closing Date
31st March, 2025.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Note

• Only shortlisted candidates will be contacted.
• We look forward to the opportunity to connect with you and potentially welcome you to our team.