Customer Success Representative

DreamStart Labs is hiring a remote-based Customer Success Representative to help us expand the use of an exciting mobile app called  DreamSave  in the Uganda market. DreamSave, which targets village savings groups and informal community banks, is currently in production in multiple countries across Africa, Asia, and Latin America. This is an excellent opportunity for someone who wants to work for an exciting technology company helping millions of people around the world achieve their dreams of a better life.

Role Description

As our  Customer Success Representative, you will serve as the primary presence of DreamStart Labs in the Uganda market. You will report to the Regional Manager and work closely with our partner staff members and local savings groups. Your responsibilities will be divided into a few main areas:

Training

• Be the primary person responsible for training local partner staff on how to use DreamSave, including setting up groups, running meetings, answering questions, and troubleshooting problems.

Support

• Provide excellent service to our partners and groups as they use the DreamSave app.
• Be highly responsive when questions arise and help resolve them quickly.
• Troubleshoot technical issues and work with the DreamStart Labs team to ensure timely resolutions.

Represent DreamStart Labs

• Act as our business representative in Uganda, occasionally speaking or presenting at conferences, workshops, stakeholder meetings, and sometimes on local radio and television programs or advertisements.
• Maintain professionalism and enthusiasm about DreamStart Labs and our products in all interactions with current and potential clients and stakeholders.

Translation

• Preferably, be fluent in speaking and writing in Runyankore or another local language, in addition to English.
• Translate materials for training or support purposes as needed.
• Record videos in a local language for local partners and groups when required.

Desired Skills & Experience

The ideal candidate will have a good cross-section of the following skills and experience:

• Passionate believer in our mission to help people in need.
• Great people skills, with a proven ability to solve problems.
• Ability to remain calm and patient in stressful situations.
• Mindset of friendly service and supportive mentoring.
• Excellent trainer with good communication skills.
• High integrity and hard-working with little supervision.
• Excellent project planning and project management skills.
• Experienced and comfortable with Android smartphones.
• Comfortable using web-based tools for collaboration, support, and working from home.
• College degree strongly preferred.
• General knowledge of savings, lending, and microfinance.

Key Support Success Criteria

Key success factors for the support part of this role will include the following:

Be a DreamSave Expert

• Become an expert with the DreamSave app.
• Engage in ongoing discussions and training with the global Customer Success team.
• Stay current with the latest new features, bug fixes, tips, and tricks.

Be Positive and Professional

• Be the face of DreamStart Labs with our strategic partners and end-users.
• Ensure every interaction is respectful, encouraging, and supportive.

Be Responsive

• Respond to communications the same day whenever possible.
• Be available for urgent support issues, especially during group meetings.

Be Proactive

• Watch what is happening in the field and keep DreamStart Labs informed.
• Bring potential problems or improvement ideas to our attention ASAP.

Listen and Learn

• Listen carefully to partners and users to understand their situations.
• Ensure they know we care about them and want them to succeed.

Help Solve Problems

• Assist users with app problems or questions as quickly as possible.

Report Ideas, Suggestions, and Bugs

• Collect and document ideas and issues clearly in the support tools provided.
• Follow up on them as needed.

Location of Role

• Preferred location: Kampala/Wakiso.
• The right candidate will need flexibility to travel more widely.
• Must be connected with our internal team, partners, and end-users.
• Attend internal team meetings, be active on our Slack-based workspace, and visit groups when possible.

Term of the Role

• This is intended to be an ongoing role.
• Success in delighting our partners and end users will ensure the role continues as a long-term position.

Time Expectations

• Average of about 30 hours per week.
• Some weeks will require fewer hours, and others more.

Compensation

Travel costs: Transportation, meals, and accommodation while traveling will either be pre-arranged or covered through an advance/reimbursement.

Salary Range: US $350 monthly.

Communications stipend: Approximately US $50 per month.

Health benefits: Up to US $700 per year.

Job Aid allowance: US $100 per year.

Performance-based bonuses: Opportunity for bonuses based on exceptional job performance and proactive initiative-taking.