About Koa

Koa facilitates high volume savings while democratising access to financial products for customers across Africa by encouraging smart financial behaviour and focusing on a passive savings approach that allows users to effortlessly grow their money. By focusing on technology, gamification and user experience, Koa aims to target millions of customers who were previously unable to access Financial Products.

Our vision is to connect millions of customers to the financial markets across Sub-Saharan Africa and facilitate their journey to financial freedom. Koa is a diverse team of ambitious, motivated and kind individuals. Rome wasn't built in a day; we believe in working together and being honest with each other to achieve our mission.

About the role

We are looking for a highly motivated Customer Support Representative to deliver world class service to our savers.

In this role you will be on the front lines using problem solving and people skills, while working directly with our customers to address their questions.

You will employ savvy technical, written and verbal communication skills to help us execute our vision as the company scales. This role reports to our Manager of Customer Experience.

Who you are

• You are extremely empathetic, and can balance that with the honesty required to provide an exceptional customer experience.
• You genuinely enjoy supporting customers.
• You are a great communicator.
• You are the brand voice of Koa.
• You are the voice of the customer.
• You are result-oriented.
• You take initiative and are a self-starter.
• You go the extra mile.
• You enjoy fast-paced environments.
• You are keen to contribute to the vision of Koa.
• You are passionate about personal finance 💰

What you’ll do

• Manage high-volume inbound support channels (Inbound Phone/Email/Social): You're part of the first line of support in making sure our customers get the answers and care they need.
• Maintain support team goals and meet individual performance goals: Part of making sure our customers know we appreciate them is making sure we respond to them and keep them updated in a timely fashion.
• Report bugs affecting customers: A crucial part of our support team is working to identify issues affecting customer and communicating effectively to our engineering team so they can be investigated and resolved.
• Work with the team to identify and document issues into our knowledge bases: Our product is constantly changing and it's important to make sure our customers have the most up-to-date information available on changes we've implemented.

How you’ll do it

• Drive a customer support culture that is in line with brand values - Supportive, Empathetic, Delightful, Helpful, Timely and Honest.
• Answering any questions customers may have about Koa and helping them unlock the value of Koa
• Creating tickets for issues that require additional support from internal stakeholders
• Turning conversations into insights for the business e.g by collating feedback about the product to ensure that we’re in line with our customers
• Helping customers feel more comfortable with the Koa app

Are you the candidate we are looking for

• Excellent English written and verbal communication skills
• High school diploma or equivalent
• Customer service experience where you primarily supported customers over phone, email, chat, and/or social media
• Experience with Intercom or similar customer support software
• Posses a strong sense of ownership. Takes initiative and is results-oriented
• Has a strong attention to detail
• Flexible. We offer support 7 days a week from 8am - 6pm; you must be available to work the assigned shift

Rewards

• Monthly stipend
• Health Insurance
• Koa Savings Contribution
• Tech Equipment
• And other standard benefits for Koa Employees!