Customer Service Associate - Remote

Overview

As a Customer Service Associate, you will be responsible for providing an inspiring and delightful experience for our customers. The role is based in Nairobi and will report to the Customer Solutions Manager.

In Short

• Deliver professional, friendly, and polite service across all channels (chat, social media, email, and phone).
• Communicate clearly and keep customers informed at all times.
• Identify customer issues and resolve them within agreed timelines.
• Provide accurate information and clear guidance to customers.
• Follow company rules, policies, and legal requirements.
• Handle tasks accurately to prevent financial loss and operational issues.
• Minimize minor errors that could affect workflow or customer experience.
• Apply feedback from QA and coaching to reduce errors over time.
• Recognize when to escalate issues to the appropriate team or supervisor.
• Work in a flexible schedule, including weekends and holidays.

Requirements

• Minimum of a Bachelor's degree.
• Proficient typing speed (ideally above 45 wpm).
• Excellent communication skills, both oral and written.
• 0-2 years of customer service experience in a startup is an added advantage.
• Intermediate Microsoft Office and analytical skills.
• Highly entrepreneurial with initiative to solve problems.
• Great collaborator, able to work in a team environment.
• Proficiency in Microsoft Office Suite and CRM software.

Benefits

• Mission-driven, fast-paced, and entrepreneurial environment.
• Competitive salary and equity package.
• A collaborative and flat company culture.
• Remote first with occasional in-person options.
• Fully paid health insurance benefit.
• 28 days of paid vacation days and 30 days of sick leave.
• Fully paid parental leave - 6 months maternity leave and 3 months paternity leave.
• Company-matched pension benefit.
• Monthly WFH stipend and home office set-up budget.
• Annual professional development budget.
• Other benefits include team meals, virtual social events, and in-person meet-ups.