Flowt: Customer Success Agent

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    "location": {
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      "postalCode": "00100",
      "addressCountry": "Kenya"
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    "datePosted": "2026-05-26",
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    "description": "<p><span style=\"font-size: 10pt; font-weight: bold\">Location: </span><span style=\"font-size: 10pt\">Nairobi, Kenya (hybrid work with scheduled in-office collaboration days)</span></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Type: </span><span style=\"font-size: 10pt\">Full-time</span></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Level: </span><span style=\"font-size: 10pt\">1-4 years of work experience </span></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Reporting to: </span><span style=\"font-size: 10pt\">CEO</span></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Start Date: </span><span style=\"font-size: 10pt\">July 2026</span></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Compensation: </span><span style=\"font-size: 10pt\">Gross salary of KES 30,000- 40,000 per month, based on experience</span></p>\n<p><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">About Flowt</span></p>\n<p><span style=\"font-size: 10pt\">Flowt is building a financial intelligence platform to unlock access to financing for climate-smart small and growing businesses (SGBs) in Africa. We help SGBs become investor-ready by transforming bank and M-Pesa statements into cash-based profit &amp; loss and cashflow statements and generating financial insights, then lending on the basis of this data.</span></p>\n<p><span style=\"font-size: 10pt\">Our platform combines:</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Structured onboarding and financial data capture</span></li>\n<li><span style=\"font-size: 10pt\">Integrations with bookkeeping and banking systems</span></li>\n<li><span style=\"font-size: 10pt\">Workflow automation for financing products such as invoice financing, purchase order financing, inventory financing, and asset financing</span></li>\n<li><span style=\"font-size: 10pt\">AI-assisted validation, underwriting, and scoring systems to improve speed, accuracy, consistency, and fairness in credit decisions</span></li>\n</ul>\n<p><span style=\"font-size: 10pt\">We work closely with lenders and financing partners to help businesses access capital faster and more reliably.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">About the Role</span></p>\n<p><span style=\"font-size: 10pt\">We are hiring a Customer Success Agent to play a critical role in helping early subscribers get maximum value from the Flowt platform during our launch phase.</span></p>\n<p><span style=\"font-size: 10pt\">This role sits at the intersection of:</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Subscriber onboarding and platform training</span></li>\n<li><span style=\"font-size: 10pt\">Customer support and technical troubleshooting</span></li>\n<li><span style=\"font-size: 10pt\">Proactive pipeline management and subscriber engagement</span></li>\n<li><span style=\"font-size: 10pt\">Product feedback and continuous improvement</span></li>\n</ul>\n<p><span style=\"font-size: 10pt\">You will be the primary point of contact for our earliest customers, guiding them through onboarding, resolving questions quickly, and proactively identifying and unblocking subscribers who are stuck in the pipeline. Your work directly shapes first impressions of the platform and feeds critical insights back to the product and engineering teams.</span></p>\n<p><span style=\"font-size: 10pt\">The ideal candidate combines strong customer service instincts with comfort working alongside AI-enabled tools and a genuine passion for supporting small and growing businesses in Africa.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">What You’ll Own</span></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Subscriber Onboarding &amp; Platform Training</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Design and deliver structured onboarding sessions for new Flowt subscribers</span></li>\n<li><span style=\"font-size: 10pt\">Guide early-stage users through the platform’s core features including financial data capture, AI-generated reports, and financing workflow tools</span></li>\n<li><span style=\"font-size: 10pt\">Create and maintain training materials including walkthroughs, FAQs, and short-form video guides</span></li>\n<li><span style=\"font-size: 10pt\">Tailor onboarding experiences to different user types and levels of digital and financial literacy</span></li>\n</ul>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Customer Support &amp; Troubleshooting</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Serve as the first line of support for subscriber questions across channels (email, WhatsApp, platform messaging)</span></li>\n<li><span style=\"font-size: 10pt\">Diagnose and resolve platform issues, guiding users through technical and process-related challenges</span></li>\n<li><span style=\"font-size: 10pt\">Escalate unresolved or complex technical issues to the engineering team with clear documentation</span></li>\n<li><span style=\"font-size: 10pt\">Maintain a knowledge base of common issues and resolutions to enable faster support over time</span></li>\n<li><span style=\"font-size: 10pt\">Track and report on support volumes, resolution times, and recurring pain points</span></li>\n</ul>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Proactive Pipeline Engagement</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Monitor the subscriber pipeline to identify users who are inactive, stuck, or at risk of dropping off</span></li>\n<li><span style=\"font-size: 10pt\">Proactively reach out to stalled subscribers with targeted support, nudges, and guidance to help them progress</span></li>\n<li><span style=\"font-size: 10pt\">Develop and execute re-engagement strategies for subscribers who have not completed onboarding or key platform milestones</span></li>\n<li><span style=\"font-size: 10pt\">Coordinate with the product team to flag systematic blockers surfaced through pipeline monitoring</span></li>\n<li><span style=\"font-size: 10pt\">Track subscriber progression metrics and report on pipeline health regularly</span></li>\n</ul>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Product Feedback &amp; Process Improvement</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Serve as the voice of the customer internally, synthesizing subscriber feedback into clear, actionable product insights</span></li>\n<li><span style=\"font-size: 10pt\">Identify recurring onboarding and usability challenges and recommend workflow improvements</span></li>\n<li><span style=\"font-size: 10pt\">Collaborate closely with product, engineering, and operations teams to improve the subscriber experience</span></li>\n<li><span style=\"font-size: 10pt\">Support development of scalable onboarding and customer success playbooks as we grow</span></li>\n<li><span style=\"font-size: 10pt\">Contribute to defining customer success metrics and helping track platform adoption</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">What Success Looks Like (First 90 Days)</span></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Weeks 1–2</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Gain a deep understanding of Flowt’s platform, products, and subscriber journey</span></li>\n<li><span style=\"font-size: 10pt\">Shadow onboarding sessions and support interactions to understand common friction points</span></li>\n<li><span style=\"font-size: 10pt\">Begin building your knowledge base of platform FAQs and common troubleshooting scenarios</span></li>\n</ul>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Weeks 3–6</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Independently lead subscriber onboarding sessions with high quality and consistency</span></li>\n<li><span style=\"font-size: 10pt\">Resolve customer queries within target response and resolution times</span></li>\n<li><span style=\"font-size: 10pt\">Identify and engage at least five stalled pipeline subscribers with measurable re-activation outcomes</span></li>\n</ul>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Weeks 7–12</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Own the full subscriber success workflow from onboarding through active platform use</span></li>\n<li><span style=\"font-size: 10pt\">Deliver structured pipeline health reports and proactive engagement summaries</span></li>\n<li><span style=\"font-size: 10pt\">Contribute at least three actionable product or process improvement recommendations based on subscriber feedback</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">Required Qualifications</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">1–4 years of experience in customer success, customer service, or sales roles</span></li>\n<li><span style=\"font-size: 10pt\">Strong working knowledge of SaaS platforms and AI-enabled tools</span></li>\n<li><span style=\"font-size: 10pt\">Experience with AI tools such as Claude, Gemini, or ChatGPT in a professional context</span></li>\n<li><span style=\"font-size: 10pt\">Demonstrated ability to train or onboard non-technical users on digital products</span></li>\n<li><span style=\"font-size: 10pt\">Familiarity with key financial metrics relevant to investors and lenders</span></li>\n<li><span style=\"font-size: 10pt\">Excellent written and verbal communication skills in English and Kiswahili</span></li>\n<li><span style=\"font-size: 10pt\">Strong interpersonal skills and a customer-first mindset</span></li>\n<li><span style=\"font-size: 10pt\">Ability to manage multiple accounts and priorities simultaneously</span></li>\n<li><span style=\"font-size: 10pt\">Comfortable working with data to track and report on customer success metrics</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">Nice to Have</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Experience in fintech, digital lending, or financial services</span></li>\n<li><span style=\"font-size: 10pt\">Familiarity with the small and growing business (SGB) or SME segment in Kenya or East Africa</span></li>\n<li><span style=\"font-size: 10pt\">Prior experience at a startup or high-growth technology company</span></li>\n<li><span style=\"font-size: 10pt\">Experience creating training content, video walkthroughs, or customer documentation</span></li>\n<li><span style=\"font-size: 10pt\">Experience using CRM, helpdesk, or pipeline tracking tools </span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">Our Working Style</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">High ownership and accountability</span></li>\n<li><span style=\"font-size: 10pt\">Fast-paced, execution-oriented environment</span></li>\n<li><span style=\"font-size: 10pt\">Strong emphasis on empathy, communication clarity, and follow-through</span></li>\n<li><span style=\"font-size: 10pt\">Collaborative work across product, engineering, credit, and operations teams</span></li>\n<li><span style=\"font-size: 10pt\">Continuous improvement mindset with an emphasis on automation and AI-enabled workflows</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">Compensation &amp; Benefits</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Gross salary of KES 30,000- KES 40,000 per month</span></li>\n<li><span style=\"font-size: 10pt\">Hybrid work flexibility</span></li>\n<li><span style=\"font-size: 10pt\">Opportunity to shape customer success processes at a high-growth African fintech from the ground up</span></li>\n<li><span style=\"font-size: 10pt\">Direct exposure to AI-enabled financial tools and the SGB financing ecosystem</span></li>\n<li><span style=\"font-size: 10pt\">Growth opportunities into senior customer success or commercial leadership roles</span></li>\n</ul>",
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