Head of Customer Success

Job Closed!
Company:SafeBoda
Category:Customer Service & Customer Support
Job Type:Permanent
Location:Nairobi

Job details

Responsibilities

  • Be part of the initial start-up team for SafeBoda Kenya. Work with the entire team and lead customer support and insight analysis.
  • Be an expert in customer service - confident to quickly handle and diagnose customer issues.
  • Setting up and managing the tools and processes, including call trackers, customer complaint logs and internal communication channels)
  • Reporting and analysing customer call data to provide insights and solution-oriented feedback to senior stakeholders and other departments.
  • Working with the team to provide ad-hoc marketing and customer research support.

You should:

  • Have at least 4 years professional experience, preferably in a customer or client-facing role.
  • Strong academic performance with at a minimum a completed Bachelor/Undergraduate degree with high grades.
  • Have experience managing and motivating a team.
  • Possess strong data analysis skills - be confident using Excel to collect, analyse and present sets of data. Be comfortable presenting to senior stakeholders.
  • Exhibit the ability to navigate ambiguity, juggle multiple tasks, think independently and problem solve like a boss.
  • Have the confidence to pick up the phone to a customer and get them super excited about using SafeBoda. Be passionate about training your team to do the same.
  • Love the product and be a passionate believer in our mission to modernise and professionalise the boda industry in Nairobi.
  • Live the SafeBoda values, represent the company in everything you do and constantly fly the flag.

Ready?

The need for this role is urgent, and we'd like the right candidate. Shoot your CV/resume to [email protected] and we can setup a time to chat.

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Customer Service & Customer Support SafeBoda 4 months ago
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