Echo Mobile Customer Support Assistant Jobs in Nairobi, Kenya

Echo Mobile provides technology and services that help organizations in Africa engage, influence, and understand their target audiences.

Echo’s flagship product is the Echo platform, a software-as-a-service (SaaS) tool that enables organizations to communicate with their most important stakeholders through scalable SMS, USSD, and voice (IVR) communication.

The platform generates actionable data and analytics from these communications, empowering essential insights and decisions that help organizations succeed.

Echo Mobile’s clients range from leading social enterprises like M-KOPA Solar to INGOs like Innovations for Poverty Action, multinational brands like Procter and Gamble, government ministries and multilateral agencies such as UNICEF.

These organizations come to Echo Mobile with diverse and complex needs related to engaging, influencing and understanding their most critical audiences, such as customers or beneficiaries.

Echo Mobile endeavours to grow, evolve and innovate using the most effective and appropriate technologies to provide increasingly powerful and accessible tools.

We are committed to enabling all organizations to engage growing African markets and the communities they serve.

As a result, we are looking for entrepreneurial, high-energy, and creative people to join our existing team. We subscribe to the work/life balance mentality, especially when it comes to soccer games, team outings and happy hours.

Role

Echo Mobile’s Customer Success team is tasked with ensuring that this commitment is realized internally so that our product and services deliver on them for customers and Echo sustains its growth.

Their goal is to help solve problems for Echo’s users and the organizations they work for.

Users of the Echo platform are a diverse range of marketers, IT and communications professionals, business and data analysts, and program managers from the many different businesses and organizations that use the Echo platform.

The Customer Support Assistant will be part of Echo’s Customer Success Team.

The Customer Support Assistant’s goal is to support the needs of existing Echo Mobile customers by ensuring that they receive timely, effective support as per internal processes. This role will report to the Head of Customer Success.

Detailed Responsibilities

User support

Customer education

Administrative Support

Product development support

Strategic Support

Expected Hours of Work