Customer Success Agent

Delta40 Studio

Customer Success Agent at Flowt responsible for subscriber onboarding and technical support. Collaborating with teams to enhance user experience on the financial intelligence platform in Kenya.

Posted 5/29/2026full-timeNairobi • 🇰🇪 KenyaJunior💰 KES 30,000 - KES 40,000 per monthWebsite

About the role

Key responsibilities & impact

Design and deliver structured onboarding sessions for new Flowt subscribers
Guide early-stage users through the platform’s core features including financial data capture, AI-generated reports, and financing workflow tools
Create and maintain training materials including walkthroughs, FAQs, and short-form video guides
Tailor onboarding experiences to different user types and levels of digital and financial literacy
Serve as the first line of support for subscriber questions across channels (email, WhatsApp, platform messaging)
Diagnose and resolve platform issues, guiding users through technical and process-related challenges
Track and report on support volumes, resolution times, and recurring pain points
Monitor the subscriber pipeline to identify users who are inactive, stuck, or at risk of dropping off
Develop and execute re-engagement strategies for subscribers who have not completed onboarding or key platform milestones
Collaborate closely with product, engineering, and operations teams to improve the subscriber experience

Requirements

What you’ll need

1–4 years of experience in customer success, customer service, or sales roles
Strong working knowledge of SaaS platforms and AI-enabled tools
Experience with AI tools such as Claude, Gemini, or ChatGPT in a professional context
Demonstrated ability to train or onboard non-technical users on digital products
Familiarity with key financial metrics relevant to investors and lenders
Excellent written and verbal communication skills in English and Kiswahili
Strong interpersonal skills and a customer-first mindset
Ability to manage multiple accounts and priorities simultaneously
Comfortable working with data to track and report on customer success metrics

Benefits

Comp & perks

Hybrid work flexibility
Opportunity to shape customer success processes at a high-growth African fintech from the ground up
Direct exposure to AI-enabled financial tools and the SGB financing ecosystem
Growth opportunities into senior customer success or commercial leadership roles

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SaaS platformsAI toolsfinancial data captureAI-generated reportstraining materials creationtechnical supportcustomer success metricsonboardingre-engagement strategiesdigital product training

Soft Skills

communication skillsinterpersonal skillscustomer-first mindsetability to manage multiple accountsproblem-solvingadaptabilitycollaborationattention to detailtime managementempathy