Opportunity at
FairMoneyCustomer Experience (CX) Optimization Specialist
FairMoney is seeking a Customer Experience (CX) Optimization Specialist to join its team on-site. Founded in 2017, the mobile banking institution focuses on delivering credit and…
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About This Role
FairMoney is seeking a Customer Experience (CX) Optimization Specialist to join its team on-site. Founded in 2017, the mobile banking institution focuses on delivering credit and financial solutions to emerging markets, backed by approximately €50 million in funding from investors like Tiger Global, DST, and Flourish Ventures. The company provides microcredit, current accounts, savings, debit cards, and point-of-sale solutions, supported by a multicultural workforce spanning more than 27 nationalities. This…
Job Description
FairMoney is seeking a Customer Experience (CX) Optimization Specialist to join its team on-site. Founded in 2017, the mobile banking institution focuses on delivering credit and financial solutions to emerging markets, backed by approximately €50 million in funding from investors like Tiger Global, DST, and Flourish Ventures. The company provides microcredit, current accounts, savings, debit cards, and point-of-sale solutions, supported by a multicultural workforce spanning more than 27 nationalities.
This role belongs to the customer experience department and focuses on operational reporting, process enhancement, automation, and system administration. The chosen candidate will manage the Freshworks suite, build automated reports, and lead cross-functional projects alongside the Product and Engineering teams to address customer pain points. This position suits an analytical professional with a background in customer operations or business intelligence who wants to help shape financial services for underserved communities.
Responsibilities
- Manage operational reporting and dashboards for the customer experience team
- Develop automated reports using BigQuery, SQL, and Tableau
- Administer the Freshworks suite including Freshcaller, Freshchat, and Freshdesk by configuring automations, bot flows, workflows, tags, and reporting
- Spearhead process improvement and automation initiatives
- Collaborate with Engineering and Product departments to implement fixes and resolve customer issues
- Facilitate weekly customer experience governance meetings and follow up on action items until completion
- Track key performance indicators and objectives to pinpoint areas for enhancement
Requirements
- Possess at least three years of professional background in contact centre operations, customer experience operations, process improvement, or business intelligence
- Demonstrate strong proficiency in BigQuery and SQL
- Show proven experience developing dashboards in Tableau
- Bring hands-on familiarity with Freshworks products such as Freshdesk, Freshchat, or Freshcaller
- Exhibit strong project coordination and stakeholder management capabilities
- Have prior experience collaborating with product and engineering departments
Qualifications
- Hold a bachelor degree in a relevant academic discipline
- Bring prior work history within a contact centre or customer experience environment
- Possess familiarity with conversational AI or chatbots
- Demonstrate experience with API integration and workflow automation
- Have past exposure to digital financial services, banking, or fintech sectors
Core Skills
Benefits
- Private health insurance coverage
- Performance bonus eligibility
- Pension plan participation
- Training and development opportunities
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location and remote work policy for this role?
The posting indicates that this is an on-site position. Specific city or geographic locations are not stated in the job description.
What is the employment type for the CX Optimization Specialist?
The role is offered as a full-time position.
What experience is required to apply?
Applicants must have a bachelor degree in a relevant field and a minimum of three years of experience in business intelligence, business operations, contact centre work, CX operations, or process improvement. Strong skills in SQL, BigQuery, Tableau, and Freshworks administration are also required.
What does the recruitment process involve?
The hiring process consists of a 30-minute screening call with a recruitment team member followed by a technical interview with the hiring manager lasting between 30 and 60 minutes.
Is salary information provided in the posting?
No, salary details are not specified in the job posting.
Sample Interview Questions
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