Role: Customer Success Fellow

About Us:

We are a unique venture-building conglomerate that brings together a non-profit startup studio, a venture capital fund, a coworking campus, and a portfolio of homegrown and external startups. We leverage philanthropic grant capital to create a vibrant ecosystem that enables startups to thrive and make a significant societal impact. Check out our annual report for 2023 to learn more about us. 

Job Title: Customer Success Fellow

Location: Nairobi, Kenya (Launchpad Innovation Campus)

Position Overview:

Are you passionate about customer success and eager to learn from experienced professionals and a startup ecosystem? We are seeking a motivated and customer-centric Customer Success Fellow to join our growing team. In this internship role, you will gain valuable hands-on experience by assisting our team in onboarding new customers, building relationships, and ensuring their success with our payroll outsourcing software. You'll also learn how to support customers with compliance requirements for payroll processing.

Responsibilities

• Assist the Customer Success team with onboarding new customers, focusing on the complete utility of ElevateHR solutions.
• Provide initial product training, answer basic questions, and guide customers through the setup process for HR system and payroll outsourcing.
• Create and maintain user documentation related to ElavateHR solutions and payroll outsourcing functionalities, including knowledge base articles and FAQs.
• Proactively identify customer needs and concerns regarding ElevateHR System, payroll outsourcing and compliance, and escalate them to the appropriate team members.
• Gather customer feedback on their experience with ElevateHR and assist in translating it into actionable insights for product improvement.
• Support the team with data analysis and reporting tasks related to customer success metrics.
• Assist with maintaining customer data accuracy and security, adhering to all relevant payroll processing regulations.
• Any other task that may be assigned to you from time to time. 

Qualifications:

• Bachelor's degree program in a relevant field (e.g., Business Administration, Finance or Mathematics related courses).
• Strong understanding of customer service principles and a desire to learn about customer success best practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work independently and as part of a team.
• Additional skills in data will be an added advantage.

Bonus Points:

• Experience with payroll processing concepts.
• Strong analytical and research skills.

What you will get:

• Monthly stipend doubled at six months based on performance
• Career progression/growth opportunities.
• Opportunity to work in a dynamic startup ecosystem & becoming a creator & an owner
• Global Networking opportunity; Fireside chats, Mentor Network
• Gamified learning and development program; from mental models to masterclasses.
• Unique skill sets and mindset shift - Innovation leaders
• Friendly workspace set up (Launchpad Innovation Campus)

Our organization is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all the staff.

If you are excited above and beyond the role to becoming an innovation leader and developing your entreprenural skills, we would love to hear from you!