Customer Success Fellow at Impact Africa Network

Key Responsibilities:

Customer Support and Engagement

• Assist in handling customer inquiries and providing first-level support under the guidance of the Relationship Manager.
• Help manage communication channels for customer support and information sharing.
• Participate in identifying and resolving customer issues, collaborating with senior team members and other departments.
• Shadow customer calls and learn to provide relevant support, including user guidance and issue escalation.

User Research and Feedback

• Support the conduction of user research by helping draft research questions and assisting with user interviews.
• Assist in analyzing customer feedback and presenting insights to the team.
• Help monitor customer usage patterns and contribute to discussions on how to maximize value for users.

Product and Process Improvement

• Participate in team meetings to learn about product development and customer success strategies.
• Assist in documenting customer success processes and suggesting improvements.
• Help compile and organize user research findings for presentation to stakeholders.

Business Development Support

• Assist in outreach activities to potential new users, learning how to pitch Shukran and conduct initial user research.
• Support the SACCO Customer Success Manager in the process of onboarding service workers onto the SACCO through the app.

Learning and Development

• Actively learn about industry trends and best practices in customer success, particularly in fintech and the hospitality sector.
• Participate in training sessions and workshops to develop skills relevant to customer success and fintech operations.

Key Qualifications:

• Currently pursuing or recently completed a bachelor's degree in Business, Communications, Marketing, or a related field.
• Strong interest in fintech, customer service, and the hospitality industry.
• Excellent communication skills in English and Swahili; additional local languages are a plus.
• Basic analytical skills and eagerness to learn data interpretation.
• Proficiency in Microsoft Office suite and willingness to learn CRM and customer support tools.
• Proactive attitude with a strong desire to learn and grow in a fast-paced environment.