Customer Experience & Community Lead (Fintech) — Yochaa

Responsibilities:
Customer operations

• Review & process new applications, keep ≤24h SLA.
• Triage/resolve customer queries in Intercom (or similar platform); maintain macros & tags.
• Manage escalations with partners; track SLAs.

Product support & knowledge

• Own Help Center, in-app tips, and release notes.
• Turn recurring issues into product tickets and close the loop with users.

Community & brand

• Moderate Yochaa Lounge; publish weekly tips.
• Plan & host educational webinars/IG Lives; coordinate micro-events.
• Run social channels (draft posts/replies; escalate sensitive cases).
• Launch a Brand Ambassador program and measure impact.

Success looks like (first 90 days)

• FRT < 15 min, Median Resolution < 8 hours.
• Application processing completion ≤24h for 90% of new apps.
• Help Center live with 25+ articles; 15%+ ticket deflection.
• Monthly NPS collected with a clear “Top 5 fixes” report to Product.

Requirements:

• 2–5 years in customer support/operations/community (fintech or tech preferred).
• Excellent writing; calm, empathetic communication.
• Comfort with customer support platform, Google Sheets/Excel; basic analytics chops.
• Organized, bias to action; can run small events and social calendars.
• Bonus: basic design (Canva/Figma), content writing, SQL/Looker, experience with brokerage or payments.

Bonus points: Worked at a broker, investment app, or registrar; familiar with order execution, settlements, corporate actions.