Product Support Analyst - Retail at Omnibiz Africa

Job Overview

Lagos, Lagos
Job Type
Full Time
Date Posted
1 month ago

Additional Details

Job ID

Job Description

Job Title: Product Support Analyst - Retail

: Lagos
Employment Type: Full-time

Job Description

  • We are looking for a Product Support Analyst to join our Retail Team on our journey to ensure continuous delivery of amazing experiences, by Collaborating with cross-functional internal teams to understand and build operational processes that help to resolve complex issues and improve the customer experience.
  • Communicating modifications to the existing products/new product offerings and innovation.
  • Troubleshooting account issues, escalating issues to cross-functional teams when necessary.
  • Being curious enough to spend an afternoon tracking down the right answer.
  • Maintaining product lifecycle changes through accurate documentation.

Duties and Responsibilities

  • We will rely on you to make sure the two-way feedback loop between Technology and Business teams is effective and that the product teams use customer insights during the product development process. 

Your Mission:

  • Be an individual contributor and an expert in all our efforts towards the retailers’ experience - Demand and Supply
  • Inform and deliver new strategies and tactics to improve users' experience with Product Support.
  • Work cross-functionally with Engineers and Product Managers, to advocate key areas for improvements for high-impact issues.
  • Proactively find areas for improvement, be innovative in seeking the best solution, and execute in a timely and considered manner
  • Continuously identify opportunities for simplicity and scalability.
  • Develop and implement a continuous improvement methodology that will identify critical areas for improvement, identify optimal solutions, and implement improvement initiatives within the organization.
  • Provide data-driven insights and feedback to enhance internal customer experiences.
  • Liaise between business and product teams to get answers to escalated and tricky questions
  • Track issues/bugs


  • Bachelor’s Degree in Business or relevant field.
  • 2+ years of professional experience executing operational improvements in a dynamic, entrepreneurial environment.
  • Exceptional interpersonal skills; strong written and verbal communication skills.
  • Good stakeholder management skills are highly required.
  • Service-oriented focus and ability to work as part of a fast-paced, high-performance team.
  • Strong work ethic, self-starter, ability to work in a fast-paced, team-oriented environment
  • Self-motivated and goal-driven to run with individual projects to meet business needs
  • Excellent organizational and analytical skills.
  • Ability to handle multiple assignments, prioritize tasks, and meet demanding deadlines.

What you’re bringing on board:

  • Understanding of core business structures and processes, to enable improvement recommendation.
  • Build strong relationships and connect with others easily
  • Be empathetic and work to understand the perspective of the business teams - your customer
  • A track record for developing and driving high-level support initiatives from the ground up
  • Track and communicate new product introductions
  • Be familiar with agile software development and related tools.
  • Ability to think like a Product user and be invested in users’ needs.
  • Hands-on attitude, capable of dealing with constant change and being able to get things done in a timely and effective manner.
  • A proactive mentality and desire to make an impact.
  • Conduct research and user interviews on feature updates/upgrades
  • Analyze data on the impact of an application on the businesses
  • Collect data to understand user behavior and improve business impact.

Additional Information

  • Growth
  • Equal Opportunity
  • Exchange ideas and meet colleagues from different teams in our active squads.

Application Closing Date
Not Specified.

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


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