Jobs at Educate!

Position Overview 

• Do you have a passion for solving technology challenges and creating a seamless user experience?
• Educate! is looking for a proactive and detail-oriented Tech Support Officer to serve as the first line of support for our growing suite of digital products, including our WhatsApp coaching bot, chat web applications, SMS, and USSD platforms. In this role, you will be the central point of contact for all user-reported issues, ensuring every concern is accurately triaged, coordinated with the right stakeholders, and driven through to resolution.
• You will keep both youth participants and frontline staff informed throughout the process, helping maintain trust and confidence in our digital products. If you thrive in a fast-paced environment, enjoy problem-solving, and are passionate about delivering high-quality support that enables technology teams to focus on innovation, this role is for you.

What You’ll Do

Cross Functional Collaboration:

• Provide first-line support across digital channels: the WhatsApp coaching bot, chat webapps, SMS flows, and USSD entry points (once live).
• Respond to incidents and change requests in line with agreed SLAs. Keep users updated on resolution status throughout.
• Triage and resolve issues reported by youth (directly in-app once flagging ships, or via Business Advisors), or escalate to engineering with enough context for them to act without re-investigating.
• Assist youth and Business Advisors with usage guidance, feature explanations, and recovery from common issues (sign-in, lost chat history, missed nudges). 
• Conduct follow-ups with youth, frontline teams after escalation to confirm the issue is resolved end to end, not just closed in the ticket.
• Maintain high levels of user satisfaction through clear communication and consistent service delivery.
• Ensure efficient resolution of youth and frontline teams issues to minimise operational disruption.
• Adhere to operational guidelines to reduce losses from silent service failures, missed nudges, and undelivered messages.
• Work closely with the Product Owner (Tech) and engineering team to keep the support workflow current as the Product evolves.
• Provide assistance to Operations in maintaining vendor relationships and performance for tech vendors including tracking of invoice accuracy and timely uploading
• Conduct training and onboard new tech-team joiners to the support workflow, ticketing standards, and the incident response runbook.
• Any other roles as as assigned to by the line manager

Documentation and Triaging:

• Document every interaction, issue, and resolution in Jira (the Tech board) using the agreed templates.
• Share logs, screenshots, and reproduction steps with engineers for technical troubleshooting.
• Conduct routine health checks across digital channels (WhatsApp message delivery, SMS routing, web app sign-in, USSD path) to identify and flag operational anomalies before users report them.
• Proactively flag recurring issues so the engineering team can address them at the root.
• Identify and act on potential risks within the support function (alert blind spots, single-points-of-failure, compliance drift, recurring fragility) and escalate appropriately.
• Author and maintain an up-to-date knowledge base of support processes, runbooks for the top recurring issues, and FAQs for Business Advisors and youth-facing teams.

Who You Are 

Education: Degree in any related business field

Experience (Non-negotiable): 

• Minimum of 1 or 2 years of experience in a technical support
• Demonstrated experience and some hands-on familiarity with ticketing systems (Jira, Linear, Zendesk, or similar).
• Experience supporting digital products that serve large user bases is an added advantage.

Key Skills:

• Proficiency in support ticketing systems and basic data tooling.
• Strong time management and the ability to prioritise across competing urgent issues.
• Calm under pressure: Will be the first responder when something on production is on fire.
• Youth-first approach: Empathy and patience for the user, many of whom are first-time users of digital coaching.
• Excellent written and verbal communication: Will be writing ticket updates, BA replies, and youth-facing responses every day.
• Troubleshooting and problem-solving
• Strong ticket discipline.
• Must have a strong sense of agility
• Owns the operational work: Wants to do the discipline of triage and follow-up well
• Fits our Five Culture Tenets (see What is Educate! About? below); Learn more by looking at Educate!’s culture deck here

go to method of application »

• The Senior Development Manager is a key role on Educate!'s revenue team, sitting at the intersection of strategy, execution, and relationship management. This person will play a critical role in driving our ambitious fundraising goals - leading external engagements with funders, developing compelling proposals, and ensuring seamless coordination across teams, while taking on increasing ownership of a growing portfolio of philanthropic funders.
• This role demands both strategic thinking and hands-on execution. In the near term, the balance leans toward execution: building proposals, coordinating funder visits, and keeping complex workstreams moving. Over time, as you develop your portfolio and demonstrate ownership, the balance shifts toward strategy and leadership. We're looking for someone who is energized by both, and clear-eyed about what that journey looks like. This role sits one step below Head level on our development team, and we expect the right candidate to grow into that position as they build impact and demonstrate ownership.

What You’ll Do

 Relationship Management (30%)

• Serve as a primary relationship manager for a defined portfolio of philanthropic funders — building trusted, long-term partnerships.
• Progressively take on ownership of a broader funder portfolio, with increasing responsibility for revenue targets and strategic account management.
• Maintain a deep understanding of funder priorities and proactively identify opportunities to align Educate!'s work with their interests.
• Represent Educate! with professionalism, warmth, and credibility in external engagements.
• Identify and develop new funder relationships in line with Educate!'s funding strategy and growth ambitions.
• Contribute to team strategy discussions and help shape how Educate! approaches the market as it scales toward $100M.

Proposal Development & Strategic Writing (30%)

• Lead the development of high-quality funding proposals, concept notes, and grant applications — from strategy and structure through to submission.
• Edit and peer review external communications, ensuring consistent messaging and branding within the fundraising function.
• Synthesize complex programmatic information into compelling, funder-ready narratives.
• Collaborate with program and leadership teams to ensure proposals are accurate, ambitious, and aligned with organizational strategy.
• Manage proposal timelines and processes, ensuring on-time delivery and strong quality control

Donor Visits (20%)

• Plan and coordinate end-to-end funder visits, including logistics, briefing materials, agendas, and on-the-ground facilitation.
• Prepare internal teams for funder interactions, ensuring clear talking points, relevant data, and a cohesive experience.
• Lead post-visit follow-up, including thank-you communications, action items, and documentation of key takeaways.
• Travel to Educate!'s programs in East Africa to support in-country donor engagements and connect funders directly with program impact.
• Continuously improve the quality of the visit experience, developing reusable materials and processes that reflect Educate!'s professionalism and mission.

Strategic Projects & Support (20%)

• Support the Director of Philanthropy and broader revenue team on high-priority strategic initiatives, including new market development and funder segmentation.
• Contribute to pipeline tracking, reporting, and revenue forecasting to keep the team organized and accountable.
• Help build and refine systems, templates, and processes that strengthen the team's overall effectiveness as Educate! scales.
• Conduct landscape research and analysis to inform fundraising strategy and identify emerging funding opportunities.
• Serve as a collaborative thought partner across the revenue team, stepping in to support where needed and contributing to a high-performing team culture.

Who You Are 

• This role is well-suited for a proactive and systems-minded professional with 3–5 years of experience in Operations, Systems Management, or a high-level Administrative role, who is passionate about improving how teams work and leveraging technology to drive efficiency.

The ideal candidate brings:

• A strong ability to identify, prioritize, and implement process improvements by listening to team needs, spotting operational pain points, and proactively developing solutions that enhance efficiency and effectiveness.
• Enthusiasm for exploring and adopting automation and AI-powered tools such as ChatGPT, Gemini, Zapier, and Google Workspace integrations, with a belief that technology should be used to simplify work and enable operational excellence.
• Strong analytical and organizational skills, with experience managing data, building spreadsheet formulas, and creating systems that streamline workflows, improve visibility, and support decision-making.
• Exceptional communication and training skills, with the ability to translate technical concepts into practical, user-friendly tools and processes. You enjoy helping others build confidence and capability, ensuring teams can effectively use and manage systems independently.
• A self-starter mindset, strong attention to detail, and the ability to work independently in a fast-paced environment while managing multiple priorities and delivering high-quality results.
• An undergraduate degree and demonstrated experience not just following operational processes, but designing, improving, and building systems that enable teams to perform at their best.
• You resonate with our Five Cultural Tenets (see What is Educate! About? below) and learn more by looking at Educate!’s culture deck here