Role Overview
We are seeking a Customer Excellence Lead to ensure our customers receive timely and effective assistance. This role is ideal for someone with hands-on experience in resolving technical issues and managing customer relationships in a fast-paced environment. You will be responsible for providing technical support, onboarding clients, and ensuring a seamless user experience.
Key Responsibilities
Technical Support & Troubleshooting
Provide hands-on support for resolving customer issues related to platform functionality and performance.
Troubleshoot and resolve technical issues, escalating complex problems to the development team when needed.
Maintain detailed records of customer interactions and solutions.
Customer Onboarding & User Training
Guide new clients through the onboarding process, ensuring successful implementation and adoption of the MLH platform.
Conduct training sessions to help users maximize platform features.
Develop and update user-friendly documentation, including guides, FAQs, and how-to videos.
System Monitoring & Issue Management
Monitor platform performance and proactively address potential technical issues.
Report recurring technical problems and suggest improvements to prevent future occurrences.
Work closely with the tech team to test and validate system updates before release.
Customer Relationship Management
Build strong relationships with clients by providing empathetic and responsive support.
Regularly follow up with clients to ensure their needs are met and gather feedback to improve the platform.
Act as the bridge between customers and the internal team, advocating for client needs and concerns.
Process Improvement
Contribute to the development and refinement of support processes and tools.
Identify opportunities to improve the customer experience and reduce response times.
Qualifications and Skills
Diploma or Bachelor's degree in IT, Computer Science, or a related field (or equivalent practical experience).
2-4 years of experience in technical support or customer service, ideally in a SaaS or tech-driven organization.
Solid understanding of troubleshooting techniques and basic web technologies.
Strong communication skills, with the ability to explain technical concepts in simple terms.
Experience in the healthcare or e-learning sector is a plus.
Preferred Traits
Customer-focused with excellent problem-solving skills.
Proactive, detail-oriented, and capable of managing multiple tasks simultaneously.
Team player with a passion for technology and making a positive impact.
Why Join Us?
Work at the intersection of healthcare and technology, impacting lives across Africa.
Join a growing, mission-driven organization with opportunities for career advancement.
Competitive salary within the range of KES 60,000 – 80,000 per month.