Kwara is a mission-driven and a fast-growing fintech company, revolutionizing digital banking for SACCOs in Kenya. Our unique growth engine has allowed our 240+ clients to grow 10X faster than their peers, which is why they love us. We are proud to be backed by some of the best investors globally, including Breega, Softbank and many more!
Job Description
Please note: in order to be considered for the role, it is mandatory to fill this 10-minute online assessment as well as submitting your application through the “I’m interested” button.
We have support tooling and initial processes in place, but the efforts are currently dispersed across team members. We are looking for someone who will own support end-to-end, incl. determining the KPIs, how to triage tickets, implementing automation, and much more. On top of actioning on the tickets (together with relevant team mates). As a customer-facing team member, we expect you to understand the company’s wider goals and adjust our support efforts to be in line with that.
On a daily basis you will:
- Own the ticket resolution time
- Solve customer issues & communicate with them
- Help customers help themselves
- Triage tickets, taking into account customer needs & company goals
- Analyze data about our tickets to come to actionable insights to improve customer support
- Research & implement automation opportunities
- Work closely with other operations team members to improve the customer experience
Requirements
We only select candidates that fit our primary criteria for success as a Customer Support Associate at Kwara:
- Ownership: you don’t wait for a line-manager to give you instructions; rather, you dive right in and take end-to-end ownership over your work
- Eager to learn: you are curious, you identify the gaps in your knowledge, and you take initiative in filling those gaps
- Lover of process: you get excited about running a tight ship, with as much automation as possible
- Maturity: you are confident about your capabilities, communicate clearly, and come across cool and collected
Our interviews and case studies are designed to test you actively for this. You should only apply if you are ready for an intense interview process, including a take-home assessment and an in-person session at the Kwara House in Lavington, which requires preparation, roleplay and active engagement with our Leadership team.
We also care about the below secondary requirements:
- Bachelor’s degree
- At least 3 years of work experience
- Experience with Customer Support and/or automation tooling
- Excellent verbal and written communication skills, English and Swahili
- Detail-oriented, even in repetitive processes
- Strong data analytics skills
Please note: in order to be considered for the role, it is mandatory to fill this 10-minute online assessment as well as submitting your application through the “I’m interested” button.
Benefits
We can tell you all about the insurance (outpatient + inpatient), company laptop, office lunches, and sports days, but let’s be honest: if you are the perfect customer support associate, you care about your own professional growth. This is why Kwara is the perfect fit for you:
- Professional growth: unlimited learning budget and extensive training by peers and the leadership team. The leadership team will coach you on SACCO knowledge, stakeholder management, data analytics and process automation. Your team mates can attest to the rapid pace of making promotions at Kwara.
- Great culture that is conducive to growth: we are a non-hierarchical, open and honest organization. Our company values are (1) Olympic Mindset, (2) User Obsessed and (3) Strength in Diversity; we constantly evaluate ourselves to ensure that we live up to them.
- Rewarding the value that you bring: the salary range for this role is KSh70-90k.
