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Customer Success & Retention Lead job at ChapChap | Apply Now
Are you looking for Customer Service jobs in Uganda 2025 today? then you might be interested in Customer Success & Retention Lead job at ChapChap
About the Organisation
ChapChap Africa Limited is a Ugandan fintech company founded in 2016 with a mission to revolutionize the lives of final-mile customers across Africa by providing cutting-edge technological solutions and an extensive agent network that simplifies everyday transactions. The company has garnered recognition for empowering micro, small, and medium enterprises (MSMEs) by introducing digital payment solutions that create credible financial profiles, thereby facilitating access to credit opportunities.
ChapChap fosters an inclusive and dynamic work culture, emphasizing professional growth and development, and offers various job opportunities with flexible arrangements to support work-life balance. Since its inception, the company has evolved by forming strategic partnerships with major service providers like MTN, Airtel, and financial institutions, enabling it to process significant transaction volumes and expand its service offerings. With a network of over 43,000 MSME business owners, 43% of whom are women and 89% are youth, ChapChap demonstrates a strong commitment to gender equality, youth empowerment, and financial inclusion.
The company's core values include integrity, innovation, and customer-centricity, guiding its efforts to provide accessible financial services to underserved communities. ChapChap actively engages in corporate social responsibility initiatives aimed at enhancing the livelihoods of low-income individuals and businesses. For more information, visit their official website at https://chapchap.co/.
Wakiso, Uganda
Full Time
Job Title
Customer Success & Retention Lead job at ChapChap
ChapChap
Job Description
Job Title: Customer Success & Retention Lead
Organisation: ChapChap
Duty Station: Wakiso, Uganda
Job Summary:
We’re looking for an experienced Customer Success & Retention Lead to join our team and focus on nurturing our agent network. In this role, you’ll be instrumental in reducing agent churn, leading retention initiatives, and driving growth in Gross Transaction Value (GTV). With your expertise in customer relations within the fintech or mobile money sector, you’ll provide actionable insights to enhance agent performance and loyalty. If you’re proactive, data-driven, and eager to scale with a fast-growing company, this is your opportunity to lead meaningful change.
Duties, Roles and Responsibilities
Develop and implement strategies to Retain active agents, re-activate the passive effectively while minimizing churn through targeted retention programs.
Lead retention campaigns, including personalized outreach, training sessions, and incentive programs to keep agents engaged and productive.
Analyze agent performance data to grow GTV, identifying opportunities for upselling, cross-selling, and operational improvements.
Generate unique insight reports based on agent behavior, transaction trends, and market feedback to drive sustainable growth in our agent base.
Collaborate with the sales team to align retention efforts with overall business goals, ensuring seamless agent support and issue resolution.
Monitor key metrics and provide regular updates to leadership on retention progress and areas for improvement.
Foster strong relationships with agents, acting as their primary point of contact for support, feedback, and success planning.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Qualifications, Education and Competencies
Proven experience (3+ years) in customer success, retention, or relations roles within fintech, mobile money, or similar agent-based industries.
Strong understanding of agent onboarding, churn analysis, and growth metrics like GTV.
Excellent analytical skills with the ability to derive actionable insights from data using tools like Excel, Google Analytics, or CRM software.
Exceptional communication and interpersonal skills to build lasting relationships with agents and internal teams.
Bachelor’s degree in business, Marketing, Finance, or a related field; relevant certifications (e.g., in customer success) are a plus.
Self-motivated with a growth mindset, ready to thrive in a startup-like environment.
Familiarity with Ugandan regulatory bodies like URA and KCCA is advantageous.
How to Apply
Send your resume, cover letter, and a brief note on your experience with agent retention in fintech to careers@chapchap.co
Deadline: 30th December 2025
