Customer Success Associate Job 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 Position: Customer Success Associate

Job Location: Lagos

Job Description

• We are looking for a Customer Success Specialist to assist our users in resolving issues, responding to requests,  guide Kippa agency banking users through features and functionalities, conduct onboardings 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
• Support Kippa agents on use of POS, escalation and resolution of disputes.
• 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 a Bachelor's Degree from a recognised institution.
• Minimum of 1 year of previous customer service experience is a plus or similar CS role
• Previous experience in a Fintech
• Previous Agency banking support experience.
• Experience using Front, Rocketchat, Jira, SQL and remote support tools
• Understanding of CRM systems
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Customer empathy.

Cultural Competencies:

• You work well with people of different backgrounds, identities, values and cultures
• You listen well, seek to understand and respond with empathy
• You give and take constructive feedback to and from colleagues at any level
• Honesty and Integrity as a watchword
• You are extremely curious and love working collaboratively
• A knack for continuous growth, learning and knowledge sharing

What matters most?
Nobody can be great at everything, but we’re looking for candidates who exemplify the following:

• Rigor for metrics: you have a commitment to a process for extracting answers out of ambiguous questions and situations
• Bias to action: you feel an urgency to unblock yourself and others to deliver results

Working at Kippa
Read a summary of what it is like to work at Kippa Here