Customer Success Representative
- Post Date:February 12, 2025
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Job Description
Customer Success Representative
DreamStart Labs is seeking a remote-based contractor to help us expand an exciting mobile app called DreamSave in the Zambia market. DreamSave, which targets village savings groups and informal community banks, is currently in production in multiple countries in 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.
ABOUT DREAMSTART LABS
DreamStart Labs is a social impact technology startup headquartered in the United States. Our mission is to help people in developing countries realize their dreams of a better life. We deliver world-class mobile and cloud solutions that help these amazing dreamers break the cycle of poverty through entrepreneurship, financial inclusion, and smart investments.
ABOUT DREAMSAVE
Our flagship product is an award-winning mobile app called DreamSave. It runs on a smartphone and is used by bookkeepers of savings groups to manage every aspect of a group. Today, groups use paper ledger books to record savings and loan transactions for their group. DreamSave acts as a “digital ledger”, replacing paper and ensuring accurate record keeping. Individual members can also use DreamSave to view their savings groups and see their balances at any time.
ROLE DESCRIPTION
As our Customer Success Representative, you will serve as the primary presence of DreamStart Labs in the Zambia market. You will report to the Regional Manager and will work closely with our partner staff members and local savings groups. Your responsibilities will be divided into a few main areas:
- Training – You will be the primary person responsible for training the local partner staff on how to use DreamSave, including setting up groups, running meetings, answering questions, and troubleshooting problems.
- Support – The most important aspect of your role will be supporting our partners and our groups with excellent service as they use the DreamSave app. This will require being highly responsive when questions arise and helping to resolve them quickly. Some of these problems will require simple user education, while others will involve troubleshooting technical issues and working with the DreamStart Labs team to ensure users get a resolution in a timely manner.
- Represent DSL – the Customer Success Representative will be acting as our business representative in Zambia, occasionally speaking or presenting at conferences, workshops, stakeholder meetings and sometimes on local radio and television programs or advertisements. The Customer Success Representative must be professional and enthusiastic about DreamStart Labs and our products in all interactions with current and potential clients and other stakeholders.
- Translation – The Customer Success Rep may be the need to translate materials for training or support purposes. When this is needed, we may ask you to translate materials for the local market or record videos in a local language for local partners and groups.
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
LOCATION OF ROLE
We prefer someone located in Lusaka. However, the right candidate will need to have the flexibility to travel more widely. It will also be important to be connected with our internal team, partners, and end-users. To be successful, you will need to attend internal team meetings, be active on our Slack-based workspace, ask questions and share your ideas and experiences, attend field training in person when possible, and visit groups when possible to learn from them and make sure they feel like they are getting excellent service.
TERM OF THE ROLE
Our intent is for this to be an ongoing role. The best way to ensure this is to delight our partners and end users. If the partners and groups you support are successful and our business grows, this role will continue as a long-term position.
TIME EXPECTATIONS
While there is no firm hourly commitment, to be successful in this role, most CS reps starting in a new country spend an average of about 30 hours a week. Some weeks it will be fewer hours and some weeks more, but you should expect to spend about this much time, on average.
COMPENSATION
- Salary Range: US $350 monthly
- Communications stipend: approximately US $50 per month
- Health benefits of up to US $700 per year
- Job Aid allowance of US $100 per year
- Opportunity for performance-based bonuses based on exceptional job performance and proactive initiative-taking.
- Costs for transportation, meals, and accommodation while traveling shall either be pre-arranged or be covered through an advance/reimbursement.
HOW TO APPLY
To apply for this position, fill out the application form from this link https://forms.gle/aG6BsZGE5cfVXWPWA
NOTE: The deadline to submit applications for this role is February 23, 2025