Role: Customer Success Fellow - Shukran

Company Overview
Shukran is transforming the tipping and financial services landscape for service workers in Kenya’s hospitality industry. Our digital platform facilitates seamless tipping and financial inclusion, supporting service workers across hotels, restaurants, and tour operations. We are seeking motivated and results-driven Relationship Managers to join our team and contribute to our growth.

Role Overview

The Customer Success Fellow will assist in various aspects of customer support, user research, and product feedback collection. This role provides a unique learning opportunity to understand the dynamics of a fast-growing fintech startup while developing essential skills in customer relations and business operations.

Key Responsibilities:

Customer Support and Engagement

• Assist in handling customer inquiries and providing first-level support under the guidance of the Relationship Manager.
• Help manage communication channels for customer support and information sharing.
• Participate in identifying and resolving customer issues, collaborating with senior team members and other departments.
• Shadow customer calls and learn to provide relevant support, including user guidance and issue escalation.

User Research and Feedback

• Support the conduction of user research by helping draft research questions and assisting with user interviews.
• Assist in analyzing customer feedback and presenting insights to the team.
• Help monitor customer usage patterns and contribute to discussions on how to maximize value for users.

Product and Process Improvement

• Participate in team meetings to learn about product development and customer success strategies.
• Assist in documenting customer success processes and suggesting improvements.
• Help compile and organize user research findings for presentation to stakeholders.

Business Development Support

• Assist in outreach activities to potential new users, learning how to pitch Shukran and conduct initial user research.
• Support the SACCO Customer Success Manager in the process of onboarding service workers onto the SACCO through the app.

Learning and Development

• Actively learn about industry trends and best practices in customer success, particularly in fintech and the hospitality sector.
• Participate in training sessions and workshops to develop skills relevant to customer success and fintech operations.

Key Qualifications:

• Currently pursuing or recently completed a bachelor's degree in Business, Communications, Marketing, or a related field.
• Strong interest in fintech, customer service, and the hospitality industry.
• Excellent communication skills in English and Swahili; additional local languages are a plus.
• Basic analytical skills and eagerness to learn data interpretation.
• Proficiency in Microsoft Office suite and willingness to learn CRM and customer support tools.
• Proactive attitude with a strong desire to learn and grow in a fast-paced environment.

What We Offer:

• Hands-on experience in a dynamic fintech startup environment.
• Mentorship from industry experts and peers.
• Opportunity to contribute to improving the financial wellbeing of service workers in Kenya.
• Potential for growth and future career opportunities based on performance.
• Montly stipend

At Shukran, we are committed to fostering diversity, inclusion, and gender equality. If you're ready to make a tangible impact, drive growth, and shape the future of tipping culture in Africa and beyond, we invite you to join our team as a Business Development Manager.