Team Lead Customer Service at EIDU

Team Lead Customer Service EIDU (social business startup: early-childhood education app) At EIDU, we create a learning app for young children in poor areas where it’s hard to get the high-quality education that all children deserve. 

We are looking for a Team Lead Customer Service who will manage our customer service team of 3 to 10 in Kenya. 

What we do and why 

We believe that all children should be given the chance to reach their full intellectual potential. For that, they need a proper foundation early on. It is our mission to help them acquire foundational skills before they start school. 

Our solution enables them to learn by themselves, without the help of adults, on an app that works globally, even on the cheapest devices. We are currently testing our EIDU app in the toughest conditions we could find: with more than 3,500 children in three of the largest urban informal settlements in Africa, located in Nairobi, Kenya. 

If you would like to know more, see the TEDx talk about EIDU at www.eidu.com 

You will

• Be responsible for managing our customer service team and ensuring quick response times and satisfied customers.
• Be responsible for identifying trends in customers’ problems early and report them to our management team so that structural solutions can be developed.
• Conduct regular surveys of NPS among our customers.
• Be part of a growing team in Nairobi and work directly with our country management and the team in Germany that consists of very experienced digital entrepreneurs and experts in the field of Education and Social Studies.
• Be part of our expansion into other African markets (medium term).
• Work in a result-oriented way to increase the core KPIs of EIDU like teacher engagement. 

Your experience includes

• University degree in Business, Sales, Marketing, or in a related field
• 4-8 years of work experience, 2+ years managing a team of 5+ people in customer service
• Experience with Zendesk or similar and CRM systems
• Experience in tracking trends in customer calls and NPS
• Preferably experience in the field of Education (very welcome but not required) 

You have

• A drive to make the world a better place with the help of software.
• Autonomy and excellent self-management skills
• Strong focus on problem solving and getting things done
• Ability and willingness to lead others (leadership experience is a must)
• Customer focused, excellent communication and listening skills
• Interest in and adaptivity to other cultures
• Strong interpersonal skills
• A positive and flexible attitude
• Excellent oral and written communication skills in English and Kiswahili
• Advanced MS Office and Google Docs skills 

We offer

• An international team (from 9 countries) with professionals in learning experience design, UX, psychology, systems development & data analysis.
• Passionate colleagues, who support and challenge each other to achieve our great vision.
• Great flexibility regarding working hours, vacations. We focus on results, not time spent in the office.
• An attractive compensation scheme consisting of a competitive salary and company shares.
• Real possibilities to improve what we do and how we do it. 

If this resonates with you, there is no time to waste