Customer Success Associate at Kippa

Kippa is a book-keeping mobile app that allows small businesses to effortlessly track and analyze all transactions such as credit, expenses, and sales. It provides microbusiness owners, shopkeepers, and entrepreneurs in Africa with simple yet valuable insights into the financial health of their businesses through intuitive business reports. It's accessible on any device, syncs to the cloud, and requires minimal data to operate.

We are a very early-stage startup founded by a small team of young Africans with previous experience at top global companies. Our founding team previously built TikTok’s Africa business and founded a recruiting startup that helped SaaS companies around the world hire elite engineering talent from Africa. We are backed by some of the most prominent fintech investors in the world (Target Global Ventures, Entrée Capital, Alter Global, Sriram Krishnan, Raffael Johnen, Alan Rutledge, Musha Ventures, Rally Cap VC, amongst others). We are advised by Libby Moore (Oprah Winfrey’s longest-serving Chief of Staff).

We are recruiting to fill the position below:

Job Title: Customer Success Associate

Location: Lagos

Job Description

• We are looking for a Customer Success Associate to assist our users in resolving issues, responding to requests, guide product users through features and functionalities, conduct onboarding and ensure customer satisfaction.
• Ultimately, you will help establish our reputation as a company that offers excellent customer support during every aspect of the customer journey.

Responsibilities

• Respond to customer queries in a timely and accurate way, via phone, email, social media or livechat
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Escalate customer issues and inquiries
• Monitor customer complaints on social media and support channels to ensure issue resolution.
• Conduct Onboarding and KYC requirements. 
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Explain simply and clearly in response to customer questions and check for customer understanding and  acceptance

Requirements

• Minimum of 1 year previous customer service experience is a plus or similar CS role
• Minimum of a Bachelor's Degree from a recognised institution.
• Previous experience in a Fintech
• Experience using Front, Rocketchat, Jira, SQL and remote support tools
• Understanding of CRM systems
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Have customer empathy.

Application Closing Date
Not Specified.