Job Title: Customer Success Lead
Location: Nigeria
Employment Type: Full-time
Department: Customer success
About the role
- We are looking for a seasoned Customer Success Lead with significant experience in fintech, payment solutions, and our CRM optimisation.
- Your expertise will be pivotal in automating processes, developing purpose-built workflows, and understanding customer pain points that can be addressed with robust systems.
- The ideal Customer Success Lead will be responsible for driving customer retention, satisfaction, and loyalty through strategic initiatives and ongoing support.
Key Responsibilities
- Develop and implement a customer success strategy that aligns with the overall business goals of Klasha, with a focus on operationalising and automating processes.
- Implement tech-driven initiatives to help operationalise our team.
- Manage and lead a team of customer success managers and support staff, providing technical guidance and training as needed.
- Design streamlined workflows to reduce manual work and improve response times.
- Identify new integrations within our current CRM Intercom to boost productivity, improve customer interactions, and provide more data for analysis.
- Set and track key performance indicators (KPIs) for the customer success team, including customer retention, satisfaction, and loyalty.
- Collaborate with cross-functional teams, including product, sales, and marketing, to identify and address customer needs and pain points.
- Develop and maintain strong relationships with key customers, acting as a trusted advisor and advocate for their needs.
- Analyse customer data and trends to identify opportunities for improvement and growth, utilising tools such as SQL and Excel to extract and manipulate data.
- Develop and deliver customer success training programs to ensure team members are equipped with the technical skills and knowledge to provide exceptional support to our customers.
- Stay up-to-date on industry best practices and emerging trends in customer success.
Qualifications
- Candidates should possess a Bachelor’s Degree in a Technical field, such as Computer Science or Engineering, preferred.
- 5+ years of experience in a customer success leadership role, preferably in a startup or SaaS environment.
- Proven track record of building and leading successful customer success teams, with a focus on operationalising and automating processes.
- Demonstratable experience with CRM maintenance and optimisation.
- Strong technical skills, including experience with SQL and data analysis tools such as Excel.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with both internal and external stakeholders.
- Excellent analytical and problem-solving skills, with the ability to make data-driven decisions.
- Ability to multitask and thrive in a fast-paced, dynamic environment.
Benefits
People are the heart of our business, so we prioritise welfare and offer a wide range of competitive benefits, including but not limited to:
- All the latest technology you need to do your role.
- Private health insurance.
- Access to mental health wellness membership.
- Budget for French language classes.
- Hybrid; remote + office hours and flexible working conditions.
- Access to Klasha Sessions, development training courses.
- Work-from-anywhere weeks; Work from anywhere for three weeks in a year.
- Paid birthday day off.
- Team building events.
- Paid parental leave.
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should:
Click here to apply online
Job Title: Operations Specialist
Location: Nigeria (Hybrid)
Department: Operations; Admin & Corporate Services
About the Role
- As an Operations Specialist at Klasha, you will play a pivotal role in managing administrative tasks and processes to ensure the smooth operation of our business.
- This role is focused on handling administrative and operational functions, including but not limited to bank account opening.
- You will contribute to the efficiency and effectiveness of our daily operations and provide crucial support in various administrative areas.
Key Responsibilities
- Bank Account Opening: Manage and oversee the bank account opening process, ensuring compliance and efficiency.
- Documentation Management: Maintain and organize essential operational documents, contracts, and records.
- Vendor and Supplier Coordination: Coordinate with vendors and suppliers for procurement and operational needs.
- Inventory Management: Monitor and maintain inventory levels, tracking supplies and materials.
- Expense Tracking: Assist in tracking and managing operational expenses and budgets.
- Process Documentation: Document and update operational processes and procedures for reference.
- Compliance and Regulation: Stay informed about relevant regulations and ensure operational compliance.
- Office Management: Oversee office logistics, ensuring a well-organized and efficient workspace.
- Facility Maintenance: Coordinate maintenance and repairs of office facilities and equipment.
- Communication Liaison: Act as a liaison for internal and external communications, including with banking institutions.
- Administrative Support: Provide administrative support to various teams and departments as needed.
Qualifications
- Bachelor’s Degree in a relevant field preferred.
- 3+ years of experience in administrative or operations roles.
- Strong organizational skills with keen attention to detail.
- Proficiency in office software and tools.
- Effective communication skills.
- Ability to multitask and handle diverse administrative responsibilities.
- Proactive problem-solving attitude.
Benefits
At Klasha, we prioritize the well-being and development of our team members. Our comprehensive benefits package includes:
- Access to cutting-edge technology and resources.
- Private health insurance.
- Membership to a mental health wellness program.
- Flexible working conditions (hybrid remote and office model).
- Access to Klasha Sessions for development training.
- Work-from-anywhere weeks (three weeks remote per year).
- Paid birthday day off.
- Team-building events.
- Paid parental leave.
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should:
Click here to apply online
Job Title: Head of Operations
Location: Nigeria
Department: Operations; Admin & Corporate Services
About the Role
- As the Head of Operations at Klasha, you will be a driving force behind our daily operations, ensuring they run smoothly and efficiently.
- This role is dynamic and multifaceted, requiring a proactive approach to foster positive change across the organisation.
- You’ll have the unique opportunity to take ownership of various aspects, wear multiple hats, and embrace a bias toward action, all while working on long-term strategic initiatives and immediate operational enhancements.
- You will most likely exhibit the ability to be a natural influencer and dot connector, capable of untangling and simplifying complex matters into actionable and defensible actions.
Key Responsibilities
- Process Ownership: Take charge of end-to-end process ownership, ensuring operational efficiency and effectiveness across various departments and functions.
- Function Building: Establish and lead new functions within the organisation, fostering cross-functional collaboration and driving continuous improvement.
- New Territory Opening: Strategically identify and assess opportunities for expanding into new territories, overseeing market entry strategies, and coordinating expansion efforts.
- Partnerships: Cultivate strategic partnerships and alliances to support Klasha’s growth and market penetration.
- Investor-facing Elements: Act as a key point of contact for investors, providing them with insightful operational updates and information.
- Operationalisation and Automation: Lead initiatives to operationalise and automate workflows, reducing manual effort and enhancing productivity.
- OKR and KPI Cascading: Develop and implement an OKR framework and ensure it is cascaded throughout the organisation, setting clear objectives and key results for each team and individual.
- Robust Reporting: Build robust reporting processes, leveraging data analytics tools and methodologies, to provide real-time insights into team performance and KPI tracking.
- Strategic Planning: Contribute to the development of strategic plans and objectives, aligning them with the company’s mission and vision.
- Cross-functional Collaboration: Collaborate closely with cross-functional teams, including product development, sales, marketing, and customer success, to identify operational needs and opportunities for improvement.
- Data Analysis: Utilise data analysis techniques to extract insights, identify areas for enhancement, and make data-driven decisions.
- Team Leadership: Build and lead a high-performing operations team, providing guidance, mentorship, and training to team members.
Qualifications
- Bachelor’s Degree in a relevant field; advanced degree preferred.
- 5+ years of experience in a senior operations leadership role, preferably within the technology or fintech industry.
- Proven track record of successfully building and scaling operations, including process optimisation and automation.
- Strong analytical skills, with the ability to process complex data and draw meaningful conclusions.
- Exceptional leadership and team management capabilities.
- Outstanding communication and interpersonal skills, with the ability to collaborate effectively with diverse teams and stakeholders.
- Strategic mindset, with the ability to align operational efforts with broader organisational goals.
Benefits
Klasha places a high value on the well-being and development of its team members. Our comprehensive benefits package includes:
- Access to cutting-edge technology and resources necessary for the role.
- Private health insurance.
- Membership to a mental health wellness program.
- Flexible working conditions, including a hybrid remote and office model.
- Access to Klasha Sessions, offering development training courses.
- Work-from-anywhere weeks; the opportunity to work remotely for three weeks per year.
- Paid birthday day off.
- Team-building events.
- Paid parental leave.
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should:
Click here to apply online
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Important Notes
- The above statements are intended to describe the general nature and level of work to be performed by those assigned to this function.
- It should not be construed as an exhaustive list of all responsibilities, tasks and skills required of persons so classified.
- All employees may be required to undertake other responsibilities in addition to those specified from time to time, as required.
- We do not charge any application, processing, training, interview, testing or any other fees in connection with the application or recruitment process. If you receive a fee request, please ignore it.
- Also, please note that logos, slogans, names and titles are easily copied and reproduced. Therefore, particular care should be taken when submitting personal information on the web.
- We are an equal opportunity employer that values ​​inclusiveness and diversity. We do not discriminate on the basis of color, race, nationality, religion, age, ethnic origin, disability, gender, marital status or orientation gender in our employment practices
- Our employees are all equally talented in unique ways: we come from diverse traditions, personal experiences and perspectives. And we want to include your ideas, are you ready to inspire us with your ideas?
- We encourage all applicants to apply and do not discriminate in any recruitment process.
- Applications submitted after the deadline will not be considered.
- Due to the necessity of the position, we are entitled to appoint a candidate who matches the required profile before the above deadline
- Only qualified candidates will be invited for an interview
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