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  • Posted: Jun 7, 2023
    Deadline: Not specified
  • Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us

    Klasha was founded in 2018 in Lagos, Nigeria by a team of ex-Amazon, Shopify, Net-a-Porter and ASOS employees. It was founded to make consumer goods online more accessible to customers across Africa. At Klasha, we believe that consumers in Africa should have the same frictionless access to the goods they want regardless of their geographic location. So, we've built a couple of cool products to facilitate this.
    Read more about this company


    Customer Success Consultant (Payments)

    About the Role

    We are looking for a seasoned Customer Success Consultant with significant experience in fintech, payment solutions, and our CRM platform, Intercom. Your expertise will be pivotal in automating processes, developing purpose-built workflows, and understanding customer pain points that can be addressed with robust systems.

    In this role, you will be expected to:

    Analyse and Improve Current Systems and Processes:

    • Review the existing workflows, processes, and integrations within Intercom.
    • Identify areas for improvement and inefficiencies.
    • Develop New Workflows and Merchant Success Processes:
    • Design streamlined workflows to reduce manual work and improve response times.
    • Establish a distinct merchant success process tailored to the specific needs of our merchant customer segment.
    • Enhance Intercom Integration:
    • Identify new integrations within Intercom to boost productivity, improve customer interactions, and provide more data for analysis.
    • Create a unique set of KPIs to measure the effectiveness of our customer service and merchant success operations.
    • Equip the customer success team with skills on new workflows, the merchant success process, and the use of KPIs.
    • Monitor Performance and Implement Improvements:
    • Monitor the effectiveness of new workflows, integrations, and the merchant success process using the developed KPIs.
    • Make necessary adjustments based on performance data.

    The ideal candidate should:

    • Hold a Bachelor's degree in a technical field, such as computer science or engineering.
    • Have at least 5 years of experience in a customer success leadership role within fintech or payment solutions.
    • Demonstrate a track record of building and leading successful customer success teams with a focus on operationalizing and automating processes.
    • Have strong technical skills, including proficiency with SQL, data analysis tools like Excel, and Intercom as a CRM platform.
    • Possess excellent communication skills and the ability to multitask in a fast-paced, dynamic environment.
    • Have strong analytical and problem-solving acumen, with a data-driven decision-making approach.

    Method of Application

    Interested and qualified? Go to Klasha on to apply

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