Customer Operations Support : Customer Escalations

Are you an experienced customer operations professional who thrives on solving complex problems and delivering exceptional customer experiences? A leading digital financial services organization is seeking a Customer Operations Support Specialist – Customer Escalations to strengthen its service delivery across multiple African markets. Confidential | Fintech | Remote (Benin, Cameroon, Burkina Faso)

Core Responsibilities

In this role, you will be at the center of our customer experience, responsible for ensuring escalations are managed with precision, care and urgency.
You will:

• Lead the investigation and resolution of customer escalations across all live products and markets.
• Conduct in‑depth operational and technical investigations for complex cases.
• Highlight escalation trends and customer insights to drive product and service improvements.
• Identify and escalate potential reputational, compliance or operational risks.
• Partner with Product, Engineering, Risk and Partner Management teams to resolve cross‑functional issues.
• Maintain high‑quality, detailed documentation on complex or high‑risk cases.
• Conduct regular internal and external quality assessments.
• Identify early‑warning signals and support crisis‑management communications.
• Deliver reporting on SLA performance, emerging issues and improvement opportunities.

Qualifications & Skills

• A relevant tertiary qualification with 3–5 years’ experience in customer operations, customer support or escalation management. (THIS IS NOT AN IT ROLE)
• Fluency in English and French (essential).
• Strong analytical and problem‑solving skills.
• Solid understanding of digital products, customer journeys and service operations.
• Proven ability to identify patterns, risks and improvement opportunities.
• Excellent documentation and communication skills.
• Ability to collaborate effectively with cross‑functional teams.

Great to Have

• Experience in fintech, banking or telecommunications.
• Background in a startup or high‑growth environment.