Member Success Specialist

About the role

As a Member Success Specialist you will be the primary point of contact for members needing assistance via email, live chat, phone, and social channels. You will manage each interaction from start to finish, ensuring issues are resolved quickly and members feel genuinely cared for.

Key responsibilities

• Provide high‑quality support across phone, email, live chat, and social, handling both routine and complex member issues.
• Manage order, shipping, cancellation, return, and refund inquiries in line with company policy.
• Answer product questions and guide members through basic device troubleshooting.
• Document each case accurately and meet quality, satisfaction, and response‑time targets.
• Escalate recurring issues, bugs, and friction points to improve products, processes, and policies.

Required profile

• 2+ years of experience in a customer‑facing role across any communication channel.
• Excellent written English—clear, warm, and easy to read.
• Fast learner comfortable with new software and support tools.
• Reliable for a fixed shift in the assigned timezone, including occasional evenings or weekends.
• Positive, high‑energy teammate who takes ownership and cares about members.

Required skills

• Experience with AI‑connected help desk platforms such as Gorgias, Zendesk, Commslayer, or Intercom.

What we offer

• Competitive pay (KES 103‑155k per month) with performance‑based bonuses.
• Fully remote work flexibility.
• Unlimited PTO (minimum 10 days).
• Educational stipend for learning and coaching.
• Access to cutting‑edge AI technology and free company devices.
• Daily scheduled nap time.