Customer Success Representative job at DreamStart Labs | Apply Now

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.