Customer Support Associate at Kwara

We are seeking a highly driven Customer Support Associate to join our operations team. This role is ideal for someone who is driven by owning a process end-to-end and gets excited to do this as excellently and efficiently as possible.

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