Customer Success Representative at DreamStart Labs

Customer Success Representative at DreamStart Labs

Position: Customer Success Representative

Company: DreamStart Labs

Job Description

DreamStart Labs is seeking a remote-based contractor to help us expand an exciting mobile app called DreamSave in the Tanzania 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 Tanzania 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 Tanzania, 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 – Preferably, the Customer Success Rep should be fluent in speaking and writing in
  Kiswahili, in addition to English. Throughout this role, there 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

KEY SUPPORT SUCCESS CRITERIA

Key success factors for the support part of this role will include the following:

Be a DreamSave Expert. To be successful in this role, you will need to become an expert with the DreamSave app. You will spend time using the app yourself, engaging in ongoing discussions and training with the global Customer Success team, learning all the support tools, and staying current with the latest new features, bug fixes, tips, and tricks. Our partners and groups should be able to look to you as the #1 expert on how to excel with DreamSave and DreamSave Insights.

• Be Positive and Professional. You will be the face of DreamStart Labs with our strategic partners and end-users. The way you treat our users will be a reflection of us. It is critical that our users feel appreciated and respected. Every interaction should be respectful, encouraging, and supportive. It’s not just about providing support, it’s about going above and beyond with a goal of delighting our partners and end users.
• Be Responsive. In this kind of role, it is important to be responsive and available when a team member, partner, or end user contacts you. For most day-to-day communications, you will need to respond the same day whenever possible. For urgent support issues, the response time may need to be quicker. For example, if a group has everyone gathered together for a meeting and there is a problem with the app, they may need someone who can answer a support call and
  help them while they are at their meeting. If they can’t reach our support representative during
  a time of need, they will not feel supported. This is especially important in the first few months
  when everything is new, and partners and groups are forming their first impressions about
  DreamStart Labs.
• Be Proactive. You will be our local representative, so you will need to be proactive in watching
  what is happening in the field and keeping DreamStart Labs informed. If you see potential
  problems or have ideas for improvement, you should bring them to our attention ASAP. This role
  is not just about waiting for a task list of action items. It’s your role to be passionate about the
  success of DreamSave and constantly look for opportunities to help us succeed together.
• Listen and Learn. When you talk with partners and users about problems or questions, your first
  job is to listen and make sure you understand the situation. The better you understand the
  situation, the better you will be able to help them. It’s also important to make sure they know we
  care about them and want them to succeed.
• Help Solve Problems. Some users may contact you with a problem with the app or a question
  about something they don’t understand. In these cases, your job is to help them solve these
  issues as quickly as possible, working with the rest of the DreamStart Labs team.
• Report Ideas, Suggestions, and Bugs. Savings groups will undoubtedly have ideas for
  improvements in DreamSave. Since software is always evolving, there will also be problems
  discovered along the way. Your job will be to collect all these ideas and issues, document them
  clearly in the support tools we provide, and follow up on them as needed.

LOCATION OF ROLE

We prefer someone located in Dar Es Salaam. 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

CLICK HERE TO APPLY

NOTE: The deadline to submit applications for this role is February 23, 2025