Customer Success Manager at Zap Africa

About the job:

• We are seeking a highly motivated and experienced Customer Success Manager to join our team.
• The ideal candidate will be responsible for building and maintaining strong relationships with our users, ensuring their satisfaction and success with our products or services.
• The Customer Success Manager will play a crucial role in driving customer loyalty, retention, and growth. Ensure customer satisfaction and foster positive experiences through timely and effective communication.

What you’ll do:

• Immediate Response: Address social media inquiries, WhatsApp messages, and support messages promptly to resolve issues and provide information.
• Customer Onboarding: Guide new customers through the onboarding process, ensuring a smooth and positive experience. Provide product demonstrations and training to help customers understand the features and functionalities.
• Customer Engagement: Engage with customers to understand their needs, provide solutions, and gather feedback for service improvement.
• Issue Resolution: Track and resolve customer issues efficiently, escalating complex situations to the relevant departments when necessary.
• Feedback Collection: Implement and manage systems for collecting customer feedback to inform service improvements.

What we seek:

• Bachelor's degree in Business, Marketing, or a related field.
• Proven experience (3+ years) in customer success or account management in the fintech or technology sector.
• Strong understanding of financial products, particularly in the context of cryptocurrency exchanges.
• Ability to work independently and remotely.