Customer Support Associate (English & Kiswahili)

What you'll do

• Resolve account, ad and payment questions quickly and kindly.
• Review reported ads and escalate suspected fraud.
• Write and improve Help Centre articles.

What you'll bring

• Excellent written and spoken English and Kiswahili.
• 1+ year in customer service.

Nice to have

• Experience with Zendesk or Freshdesk.

Benefits

• Health cover — Comprehensive inpatient and outpatient medical cover for you, your spouse and up to four children.
• Pension — Employer contribution of 5% of basic salary to a registered pension scheme, on top of NSSF.
• Learning budget — KSh 100,000 a year for courses, books and conferences.
• Hybrid work — Office in Westlands with flexible remote days, plus a home-office allowance.
• Time off — 25 days annual leave, your birthday off, and paid parental leave above the statutory minimum.
• Car discount — Staff discounts with partner dealers and free KakaCare inspections.

Hiring process

1. 1Apply. Send your CV and a short note. We reply to every application within 10 working days.
2. 2Intro call. 30 minutes with the hiring manager about the role and your experience.
3. 3Skills interview. A practical exercise relevant to the role — never unpaid take-home work over 3 hours.
4. 4Team interview. Meet the people you'd work with and ask us anything.
5. 5Offer. References, then a written offer including salary and benefits.