Customer Experience Officer at Somo

Looking for Talent! (SOMO CUSTOMER EXPERIENCE OFFICER

Do you light up when you know someone has had an amazing experience because of your work?

Are you the type of person who goes the extra mile to make sure no one feels left behind? At Somo Africa, we're obsessed with making our entrepreneurs feel cared for, celebrated, and part of a thriving community. And we're looking for a Customer Experience (CX) Officer who shares that obsession.

Key Responsibilities

• Roll out-fun, seamless onboarding journeys so entrepreneurs feel at home from day one.
• Be the go to person for questions, support, and encouragement across WhatsApp, SMS, calls, and events.
• Partner with coaches, mentors, and the alumni team to make sure entrepreneurs are always connected and celebrated.
• Help entrepreneurs adopt our digital tools (DigiSomo & DigiKua) and share feedback with the tech team to make them even better.
• Collect feedback, track satisfaction, and turn insights into action - because we're obsessed with continuous improvement.
• Celebrate milestones, whether it's an entrepreneur's first big sale, a KEBS certification win, or an epic Somo Soko showcase.

Requirements

• Bachelor's degree in Business, Communications, Customer Experience, Entrepreneurship, or a related field.
• 2-3 years' experience in customer experience, community management, program coordination, or client-facing roles.
• Experience working with entrepreneurs, startups, or BDS organizations is a strong plus.
• Demonstrated ability to manage multiple priorities with attention to detail.
• Tech confidence Whatsapp bots, USSD tools, online learning platforms.
• Comfortable with data, able to track satisfaction, feedback, and usage trends.
• A customer first mindset with the ability to make people feel valued.
• Amazing communication skills connecting with people across different channels. • Energy, creativity and empathy