Overview
Job Title: Customer Success Representative
Job location: Dar es Salaam
DreamStart Labs
THE JOB DESCRIPTION:
The DreamStart Labs is looking for a remote contractor to help us expand an interesting mobile product called DreamSave into the Tanzania market. DreamSave, which focuses on village savings organizations and informal community banks, is currently in production in several African, Asian, and Latin American countries. This is a fantastic chance for someone who wants to work with a cutting-edge technology firm that helps millions of people around the world accomplish their aspirations of a better life.
CONCERN DREAMSTART LABS:
The DreamStart Labs is a social impact tech startup based in the United States. Our purpose is to help people in poor countries achieve their dreams of a better life. We provide world-class mobile and cloud technologies that enable these incredible dreamers to break the cycle of poverty through entrepreneurship, financial inclusion, and smart investments.
CONCERN DREAMSAVE:
Our flagship product is DreamSave, an award-winning smartphone app. It is a smartphone app that bookkeepers use to handle all aspects of a savings club. Groups now utilize paperledger books to record their savings and loan operations. DreamSave serves as a “digital ledger,” replacing paper and assuring proper record-keeping. Individual members can also access DreamSave to examine their savings groups and balances at any time.
DESCRIPTION OF THE ROLE:
As a Customer Success Representative, you will be DreamStart Labs’ key presence in the Tanzania marketplace. You will report to the Regional Manager and collaborate with our partner personnel and local savings organizations. Your responsibilities will be divided into a few key areas:
- Training – You will be the primary person in charge of teaching local partner personnel how to use DreamSave, which includes organizing groups, leading meetings, answering questions, and fixing issues.
- Support – The most crucial feature of your work will be providing outstanding assistance to our partners and groups as they use the DreamSave app. This will necessitate being extremely responsive to inquiries and assisting in their resolution as promptly as possible. Some of these issues will require basic user education, while others will necessitate troubleshooting technological issues and collaborating with the DreamStart Labs team to ensure users receive a prompt response.
- To represent DSL – The Customer Success Representative will serve as our business representative in Tanzania, occasionally speaking or presenting at conferences, workshops, stakeholder meetings, and on local radio and television shows or advertising. The Customer Success Representative must be professional and enthusiastic about DreamStart Labs and our solutions in all interactions with current and prospective clients, as well as other stakeholders.
- The translation – The Customer Success Representative should be fluent in both Kiswahili and English. Throughout this work, you may be required to translate materials for training or support purposes. When this is required, we may request that you translate documents for the local market or record videos in a local language for local partners and groups.
THE DESIRED SKILLS AND EXPERIENCE:
The ideal candidate will have a broad range of the following abilities and experience:
- A passionate believer in our mission to assist those in need.
- Excellent interpersonal skills, with a demonstrated capacity to solve difficulties.
- The ability to maintain composure and patience under challenging situations.
- A mindset of courteous service and supportive coaching.
- An excellent trainer with effective communication skills.
- A high honesty and hard effort with minimal supervision.
- The excellent project planning and management capabilities.
- Expertise and comfort using Android cellphones.
- Be comfortable with web-based communication, support, and remote work tools.
- A College degree is strongly preferred.
- The General understanding of saving, lending, and microfinance.
THE KEY SUPPORT FOR SUCCESS CRITERIA:
The key success elements for the support portion of this function will include the following:
- Become a DreamSave Expert. To be successful in this profession, you must become an expert on the DreamSave app. You will use the app yourself, participate in continuing conversations and training with the global Customer Success team, understand all of the support tools, and remain up to date on the latest new features, bug patches, tips, and tricks. Our partners and groups should look to you as the go-to expert for DreamSave and DreamSave Insights.
- Maintain a positive attitude and conduct yourself professionally. You will be the face of DreamStart Labs to our key partners and end users. How you handle our users will reflect on us. It’s vital that our users feel valued and respected. Every interaction should be respectful, motivating, and supportive. It is more than just providing help; it is about going above and beyond to please our partners and end users.
- Be responsive. In this type of work, you must be responsive and available when a team member, partner, or end user approaches you. Most day-to-day communications require you to answer on the same day whenever possible. For critical assistance situations, the response time may need to be expedited. For instance, if a group has assembled for a meeting and there is an issue with the app, they may require assistance from a support representative during the meeting. If customers are unable to contact our support representative during a moment of need, they will not feel supported. This is especially critical during the initial months, when partners and groups create their first impressions of DreamStart Labs.
- Be proactive. You will be our local representative, so you must be proactive in monitoring what is occurring in the field and keeping DreamStart Labs updated. If you notice any potential problems or have suggestions for improvements, please let us know as soon as possible. This function involves more than merely waiting for a list of action items. It is your responsibility to be passionate about DreamSave’s success and to always seek out chances to help us thrive together.
- To listen and learn. When speaking with partners and users about concerns or inquiries, your first responsibility is to listen and ensure that you understand the situation. The better you comprehend the circumstance, the more you’ll be able to help them. It’s crucial to demonstrate our concern for their well-being and success.
- Help solve problems. Some users may contact you if they are having problems with the app or have a question about something they do not understand. In these circumstances, your role is to assist them in resolving the issues as soon as possible, in collaboration with the rest of the DreamStart Labs team.
- To report ideas, suggestions, and bugs. Savings clubs will likely have suggestions for enhancements to DreamSave. Because software is constantly growing, problems will inevitably arise. Your goal will be to collect all of these ideas and issues, carefully document them using the support tools we provide, and follow up as needed.
THE LOCATION OF ROLE:
We prefer someone who lives in Dar es Salaam. However, the ideal candidate will need to be able to travel extensively. It will also be critical to maintain communication with our internal team, partners, and end-users. To be successful, you will need to attend internal team meetings, participate in our Slack-based workspace, ask questions and share your ideas and experiences, attend field training in person when possible, and visit groups to learn from them and ensure they receive excellent service.
THE TERM OF THE ROLE:
We intend for this to be an ongoing position. The greatest approach to achieve this is to pleasure our partners and customers. If the partners and groups you assist succeed and our company expands, this position will remain permanent.
THE TIME EXPECTATION:
While there is no set hourly rate, most CS reps starting in a new nation work an average of 30 hours per week. Expect to spend approximately this amount of time on average, with fewer or more hours depending on the week.
THE COMPENSATION:
- The salary range: $350 per month.
- The communications stipend is around $50 per month.
- Health coverage worth up to $700 per year.
- Job Aid allowance of $100 per year.
- Performance bonuses are available for superior job performance and proactive initiative-taking.
- Travel expenses such as transportation, meals, and lodging must be prearranged or covered by an advance/reimbursement.
TAKE NOTE: The deadline for submitting applications for this position is February 23, 2025.
