Job Title: Customer Success Representative
Hiring Organization: DreamStart
Labs
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Digital
Banking
Job Type: Full
Time
Salary: USD
Date Posted: 05/14/2024
About Dreamstart Labs
DreamStart
Labs is a social impact technology startup headquartered in the United States.
Our mission is to help people in developing countries realize their dreams of a
better life. We deliver world-class mobile and cloud solutions that help these
amazing dreamers break the cycle of poverty through entrepreneurship, financial
inclusion, and smart investments.
About
Dreamsave
Our
flagship product is an award-winning mobile app called DreamSave. It runs on a
smartphone and is used by bookkeepers of savings groups to manage every aspect
of a group. Today, groups use paper ledger books to record savings and loan
transactions for their group. DreamSave acts as a “digital ledger”, replacing
paper and ensuring accurate record keeping. Individual members can also use
DreamSave to view their savings groups and see their balances at any time.
About
Dreams Kenya
To expand
the use of Dream Save in Kenya, DreamStart Lab is working closely with several
partners, who support savings groups as part of their mission to help
underserved populations. This role will be based in and primarily work in
Kenya.
Role
Description
- As
our Customer Success Representative, you will serve as the primary
presence of DreamStart Labs in the Kenya market. You will report to our
Head of Customer Success in Kigali, Rwanda, and will work closely with our
partner staff members and end-users using DreamSave in Kenya. Your
responsibilities will be divided into a few main areas:
- Training
– You will be the primary person responsible for training the local NGO
staff on how to use DreamSave, including setting up groups, running
meetings, answering questions, and troubleshooting problems.
- Support
– The most important aspect of this role will be supporting World Vision,
other potential partners, and their groups, with excellent service as they
use the DreamSave app. This will require being highly responsive when
questions arise and helping to resolve them quickly. Some of these
problems will require simple user education, while others will involve
troubleshooting technical issues, and working with the DreamStart Labs
team to ensure users get a resolution in a timely manner.
- Market
Development – A third area of responsibility will be working with other
potential partners to better understand future market potential for
DreamSave in Kenya. Potential partners may include large NGOs,
Microfinance Institutions, Banks, and/or mobile money operators that are
interested in working with DreamStart Labs. This role will include having
strategic meetings with MFIs and other similar market partners to better
understand their interest in linking with savings groups. In this case,
the Customer Success Representative will be acting as our business
representative in Kenya, working proactively with these partners.
- Translation
– Throughout this role, there will be the need to translate items for
training or support purposes. Therefore, we will ask you to translate
materials for the local market or record videos in Swahili for local
partners and groups. Additionally, you will be involved in the ongoing
translation of the DreamSave app into Swahili.
Desired
Skills & Experience
- The
ideal candidate will have a good cross-section of the following skills and
experience:
- Passionate
believer in our mission to help people in need
- Great
people skills, with a proven ability to solve problems
- Ability
to remain calm and patient in stressful situations
- Mindset
of friendly service and supportive mentoring
- Excellent
trainer with good communication skills
- High
integrity and hard working with less supervision
- Good
project planning and project management skills
- Good
skills with Android smartphones and is very comfortable using them
- Comfortable
using web-based tools for collaboration, support, and working from home
- College
degree strongly preferred
- General
knowledge of savings, lending, and microfinance
Key
success criteria
- Key
success factors for the support part of this role will include the
following:
- Be
a DreamSave Expert. To be successful in this role, you will need to become
an expert with the DreamSave app. You will spend time using the app
yourself, engaging in ongoing discussions and trainings with the global
Customer Success team, learning all the support tools, and staying current
with the latest new features, bug fixes, tips, and tricks. Our partners
and groups in Kenya should be able to look to you as the #1 expert on how
to excel with DreamSave.
- Be
Positive and Professional. You will be the face of DreamStart Labs in
Kenya with our strategic partners and end-users. The way you treat our
users will be a reflection on us. It is critical that our users feel
loved, appreciated, and respected. Every interaction should be respectful,
encouraging, and supportive. It’s not just about providing support, it’s
about going above and beyond with a goal of delighting our partners and
end-users.
- Be
Responsive. In this kind of role, it is important to be responsive and
available when a team member, partner, or end-user contacts you. For most
day-to-day communications, you will need to respond within a few hours.
For urgent support issues the response time may need to be quicker. For
example, if a group has everyone gathered together for a meeting and there
is a problem with the app, they may need someone who can answer a support
call and help them while they are at their meeting. If they can’t reach our
support representative during a time of need, they will not feel
supported. This is especially important in the first few months when
everything is new, and partners and groups are forming their first
impressions about DreamStart Labs.
- Be
Proactive. You will be our representative in Kenya, so you will need to be
proactive in watching what is happening in the field and keeping
DreamStart Labs informed. If you see potential problems or have ideas for
improvement, you should bring them to our attention ASAP. This role is not
just about waiting for a task list of action items. It’s your role to be
passionate about the success of DreamSave and constantly looking for
opportunities to help us succeed together.
- Listen
and Learn. When you talk with partners and users about problems or
questions, your first job is to listen and make sure you understand the
situation. The better you understand the situation, the better you will be
able to help them. It’s also important to make sure they know we care
about them and want them to succeed.
- Help
Solve Problems. Some users may contact you with a problem with the app or
a question about something they don’t understand. In these cases, your job
is to help them solve these issues as quickly as possible, working with
the rest of the DreamStart Labs team.
- Report
Ideas, Suggestions, and Bugs. Savings groups will undoubtedly have ideas
for improvements in DreamSave. Since software is always evolving, there
will also be problems discovered along the way. Your job will be to
collect all these ideas and issues, document them clearly in the support
tools we provide, and follow up on them as needed.
Location
Of Role
- The
ideal candidate would be located in Eldoret or Kisumu. The candidate will
need some schedule flexibility to do training or even a group visit during
the day if needed. It will also be important to be connected with our
internal team, partners, and end-users. To be successful, you will need to
attend internal team meetings, be active on our Slack-based workspace
asking questions and sharing your ideas and experiences, attend field
training in-person when possible, and visit groups when possible to learn from
them and make sure they feel like they are getting excellent service.
Term Of
The Role
- Our
intent is for this to be an ongoing role in Kenya. The best way to ensure
this is to delight our partners and end users. If the partners and groups
you support are successful and our business grows, this role will continue
as a long-term position.
Time
Expectations
- While
there is no firm hourly commitment, we typically find that to be
successful in this role, most CS reps starting in a new country spend an
average of about 30 hours a week. Some weeks it will be fewer hours and
some weeks it will be more, but you should expect to spend about this much
time on average.
Compensation
- Salary:
US $350 monthly
- Health
benefits of up to US $700 per year
- Communications
stipend: approximately US $50 per month
- Opportunity
for performance-based bonuses based on exceptional job performance and
proactive initiative-taking.
- Costs
for transportation, meals, and accommodation while traveling shall either
be pre-arranged or be covered through an advance/reimbursement.
How To
Apply
To apply
for this position, fill out the application form from this link http://bit.ly/3PR3FQU
NOTE: The
deadline to submit applications for this role is May 31, 2024.
