Support and Customer Success Coordinator

Purpose

The Support and Customer Success Coordinator is a newly created role designed to manage Singlify’s support tickets and oversee customer success operations, ensuring clients receive prompt, efficient, and consistent support. This role is responsible for assessing and assigning incoming support tickets, managing Customer Success Manager (CSM) allocations, and monitoring customer success activities to optimize satisfaction and retention. As a new position, it requires a proactive, experienced self-starter eager to establish best practices and drive high service standards, reinforcing Singlify’s commitment to exceptional customer success.

This role is ideal for a highly organized, customer-focused professional who thrives in building and improving processes from the ground up.

Key Responsibilities

1. Ticket Management and Assignment
   • Assess incoming support tickets, determine urgency and complexity, and assign tickets to the appropriate team members or departments for efficient resolution.
   • Maintain an organized overview of all active support tickets, monitoring progress and reassigning tickets as necessary to ensure workload balance and timely resolutions.
2. Customer Success Manager (CSM) Allocation and Oversight
   • Oversee the assignment of Customer Success Managers to clients, ensuring a strong match between CSM skills and customer needs to optimize satisfaction and client retention.
3. SLA Compliance and Reporting
   • Ensure all support activities adhere to established service level agreements (SLAs) and standards, regularly reporting on ticket status and SLA compliance to address potential issues affecting service delivery.
4. Performance Monitoring and Training
   • Monitor the performance of support and customer success activities, identifying areas for improvement, and coordinating training for CSMs and support team members to enhance team effectiveness and service quality.
5. Knowledge Base Development
   • Build and maintain a comprehensive support Knowledge Base, providing resources for both customers and internal teams to ensure consistent, accessible solutions for common issues and best practices.#

Work Environment

This is a full-time position based in Nairobi, with a minimum expectation of working 3 days per week from our office at Jenga Leo, fostering a collaborative and innovative work environment.

About Singlify

Founded in 2018, Singlify is a B2B SaaS provider delivering Salesforce-based solutions tailored to inclusive finance providers. Our mission is to empower financial institutions to extend financial support to underserved communities. With headquarters in London and a growing team in Nairobi, Singlify is expanding internationally to help inclusive finance providers access world-class technology solutions for financial inclusion.