Job Opportunities at Sendy Ltd - 9 Positions

Roles for the Head Of Community Job

• Own the over Sendy customer service process, guaranteeing clients a Simple, Transparent, and User-Focused customer experience.
• Define and optimize customer lifecycle, tracking the success of the program and enhancing the product, process and experience as necessary.
• Understand customer complains and work with Tech team and Operations team to implement long-term solutions to prevent recurring customer issues.
• Develop automated systems, procedures, policies and standards.
• Analyze statistics and compile accurate reports.
• Manage the team to deliver on and monitor Community KPIs
• Lead, develop, engage, manage, mentor, and train your team to maximize performance and potential.
• Develop and implement a customer service policy for a company cross borders.
• Provide a compelling vision to keep Sendy’s focus on Customer Relationship Management strategically, tactically and in real time.
• Ensure effective execution of complaint root cause analysis and work with other business areas to implement improvements and controls.
• Keep ahead of industry’s developments and apply best practices to areas of improvement.

Head Of Community Job Requirements

• 5+ years experience developing and delivering on customer experience strategies and management
• Understanding of startup speed and working environment.
• Prior experience managing cross-functional teams.
• Problem-solver: analytical mind that can navigate obstacles on the fly in a logical and rational way.
• You are an excellent and influential communicator and use data to reinforce your positions and decisions
• Calmness in the face of a storm.
• Motivate a team under pressure, with challenging timelines and targets.
  Capable of delivering against Investor KPIs and ownership of P&L.
• Highly competitive and have a unique drive to win.
• Hustler and have no problem getting your hands dirty and doing the gritty work that comes along with the higher-level thinking. You thrive in a fast-paced environment.
• Understanding of startup speed and working environment.

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Responsibilities for the Devops Engineer Job

• Design, build, and maintain the core infrastructure used by all of Sendy’s engineering teams
• Develop and promote conventions on production readiness
• Participate in design reviews and production reviews for new features, products, or pieces of infrastructure
• Debug production issues across services and levels of the stack
• Improve common operational challenges with tooling
• Plan for the growth of Sendy’s infrastructure
• Work with engineering teams to ensure their products meet production standards
• You’ll be working with product people. Your leaders are technical and committed to creating a magical experience for customers. You’ll deploy excellent work that moves the needle for people and businesses around the world.
• We’ll surround you with people that love little details and bring out your best.

Devops Engineer Job Qualifications

• At least two years experience managing GNU Linux setups, with an appreciation of multi-node setups
  Think about systems — their edge cases, failure modes, and life cycles
• Understand the importance of observability, and have good intuitions about what to measure and how
• Can identify toilsome manual tasks and automate them away
• Strong systems audit expertise and appreciation of current security trends
• Think clearly under pressure and work quickly and correctly in a crisis
• Can debug complex problems across the whole stack
• Hold yourself and others to a high bar when working with production
• Strong understanding of both SQL and NoSQL paradigms
• 3+ years experience designing, building, and operating large-scale production systems
• Experience with AWS or other cloud providers
• Experience with open-source databases (MySQL, Postgres, Redis, or others)

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Responsibilities for the City Manager Job

• Strategize and lead all business client acquisition activities. Take full ownership and responsibility of finding, negotiating, and closing business deals In Kisumu
• Develop strategy for acquiring traditional business clients in Kisumu
• Lead all Business Client acquisitions. Bring in the expansion team to negotiations only on very unique cases
• Follow up on all business leads which come into Sendy and set up meetings
• Requires strong interpersonal skills and a social personality. This person will be responsible for managing the rider operations in the city as well as acquisition, including field prospecting to meet and engage new riders/drivers
• Sourcing, recruiting, onboarding and training of partners on to the platform.
• Work side-by-side with the operations team to maintain an adequate number of online riders/drivers in Kisumu
• Maintain onboarding pipeline and database of all riders/drivers and contracts
• Gathering key rider documentation and requirements in line with Sendy’s signup policies
• Following up on inquiries and referrals from riders/drivers
• Responsible for dispatch and monitoring of orders real time and resolving issues in a timely manner to ensure optimal customer experience.
• Continual training and support for existing riders on the Sendy platform
• Monitoring standards and customer service levels, ensuring partners represent the brand well.
• Monitoring partner metrics including daily and monthly targets set by management.
• Identifying key partner issues and offering creative and effective solutions in a timely manner.
• Branch management and expansion.
• Any other duty that may be assigned by CEO or senior management

City Manager Job Qualifications

• Bachelor Degree in Business, Sales, or Economics. Masters or MBA strongly prefered
• Advance knowledge in Google Suite and preparing presentations
• Financial modeling
• Demonstrated success in negotiating, cultivating and growing partnerships across all levels and sectors, problem solving and issue resolution.
• 7+ years management experience in Logistics, e-commerce, entrepreneurial or related industry.
• Cross-functional team management and successful KPI performance viewed favourably.
• Outstanding communication skills, oral and written, technical and non­ technical
• Excellent team player with strong leadership capability.
• Clear knowledge of Kisumu and its environment
• Must be comfortable in fast-paced, deadline-driven environment

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Roles for the Head of Partner Operations Job

• Build, lead and empower a team of Operations Managers and Analysts to grow Sendy in East Africa.
• Work closely with Product, Engineering, and Business teams to identify strategic partnership opportunities.
• Scale Partner (Drivers) growth across multiple services and regions.
• Analyze and optimize quality and efficiency of Sendy’s services.
• Report directly to the CEO and Board of Directors on all Partner Operations KPIs.
• Develop, manage, and deliver on an Operations Budget.
• Project manage all Driver Partnership initiatives and deliver to deadlines.
• Own all responsibilities of vertical.
• Strategy the future of Sendy Partnerships and help build that future.

Head of Partner Operations Job Requirements

• 5+ years Management level experience of operations management / management consulting / investment banking / strategy
• Master’s degree in Economics, Mathematics. Operations Management, Finance or similar field
• Prior experience managing cross­functional teams.
• You are a Hustler and have no problem getting your hands dirty and doing the gritty work that comes along with the higher­level thinking. You thrive in a fast­paced environment.
• Understanding of startup speed and working environment.
• Problem­solver: analytical mind that can navigate obstacles on the fly in a logical and rational way.
• Engage in precise, data and details about the business
• You are an excellent and influential communicator and use data to reinforce your positions and decisions
• Successfully executed operations, preferably with P&L ownership, is a plus
• You are highly competitive and has a unique drive to win

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The security engineer focuses on product/tool/framework development, research, analysis, and architecture used to improve the security at Sendy.

Duties for the Security Engineer Job

• Develop general techniques and frameworks that will enable other engineering teams to find flaws before they are introduced into production.
• Be a security subject matter expert and respond to any internal security engineering questions/request
• Work with other teams to help architect solutions that are inherently secure
• Correctly balance security risk and product advancement
• Perform penetration testing on our internal and external applications
• Threat model existing applications
• Perform reactive incident response when a security event occurs
• Perform proactive research to detect new attack vectors
• Architect and create frameworks that prevent current and future attack scenarios
• Create and execute training exercises to advance developers’ security knowledge
• Research, architect, and execute solutions that will advance internal security monitoring & controls

Security Engineer Job Requirements

• You can write defensive, maintainable code that solves real-world problems for our users
• Has previously held security role in professional environment
• Has software engineering experience in production environment
• Has Bachelor’s degree in Computer Science or related field
• Has a security-specific background (or desire to learn)
• Has a deep understanding of how the web works
• Has a knack for finding flaws in software and can efficiently communicate how to fix them Has the ability to
• find creative ways of reducing risk of inherently insecure efforts
• You can think about problems from an out-of-the box perspective, doesn’t always default to industry norms
• You can think like an attacker and preemptively determine how malicious actors will attack Sendy
• A big part of being great at your job revolves around being very organized and communicative. It’s clear from your experience that you have those characteristics

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Responsibilities for the Android Engineer Job

• Your first project involves working with two other engineers on our core Android client. On a daily basis, you’ll work on documentation, new endpoints, performance optimization and, of course, test cases.
• You’ll be working with product people.
• Your leaders are technical and committed to creating a magical experience for customers.
• You’ll deploy excellent work that moves the needle for people and businesses around the world.
• We’ll surround you with people that love little details and bring out your best.

Android Engineer Job Requirements

• You became an engineer because you like writing software that helps people.
• You have a history of working on Android/Java projects at scale and can bring a high level of expertise to the business.
• Your code is not only a pleasure for customers to use, but for other engineers to read and understand easily.
• A big part of being great at your job revolves around being very organized and communicative. It’s clear from your experience that you have those characteristics.

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Duties for the Software Engineer Job

• Your first project involves working with two other engineers on one of our core backend apps. On a daily basis, you’ll work on documentation, new endpoints, performance optimization and, of course, test cases.
• You’ll be working with product people. Your leaders are technical and committed to creating a magical experience for customers. You’ll deploy excellent work that moves the needle for people and businesses around the world.
• We’ll surround you with people that love little details and bring out your best.

Software Engineer Job Requirements

• You became an engineer because you like writing software that helps people.
• You have a history of working on Java projects at scale and can bring a high level of expertise to the business.
• Your code is not only a pleasure for customers to use, but for other engineers to read and understand easily.
• A big part of being great at your job revolves around being very organized and communicative. It’s clear from your experience that you have those characteristics.

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Client relations manager is a key member of Sendy’s sales management team. Your role is to manage and protect the relationship between Sendy and our most important clients. Your aim is to maximize long-term revenue opportunities by becoming trusted advisers to clients and strengthening their loyalty, ultimately growing their revenue potential.

Responsibilities for the Client Relations Manager Job

• Develops, tracks and reports key performance measurements on key accounts.
• Develops and implements process and procedures to improve operational efficiency for key accounts.
• Oversees cross functional work areas targeted to resolve issues raised by key accounts.
• Build and maintain relationships with clients and key personnel within our big corporate accounts.
• Conducting business reviews to ensure clients are satisfied with their products and services.
• Growing MoM total revenue (and deliveries) in key accounts according to monthly targets.
• Informing customers about other products the company offers.
• Attending meetings with clients to build relationships with existing accounts.
• Achieving client relationship targets and KPI’s as set by the Head of Sales.
• Working closely with Account Managers and Sales Consultants.
• Escalating and resolving areas of concern as raised by clients.
• Carrying out client satisfaction surveys and reviews.
• Monitoring company performance against service level agreements and flagging potential issues.
• Updating the CRM and ensuring account managers are aware of changes within clients.
• Passing leads to the sales team and following up on progress.
• Liaising with internal departments to ensure client needs are fulfilled effectively
• Manages escalated client complaints, above and beyond that which the Customer Care team can handle immediately.

Client Relations Manager Job KPIs

• Average growth rate of key accounts
• Retention rate for Corporate Clients
• Average revenue per key account
• Customer Satisfaction index

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Responsibilities for the Customer Service Job

• Manage all customer concerns during the shift.
• Answers incoming customer calls regarding product problems, service questions and general client concerns.
• Tame upset customers and convert them to passionate brand ambassadors.
• Work with the Operations team to ensure all deliveries are handled with excellent customer experience.
• Report to the support team on issues faced, lessons learned, customer demands and delivery metrics.
• Inform customers of current promotions or special sales.
• Monitor social media platforms and respond to all queries within minutes.
• Maintain a high level of professionalism with customers and working to establish a positive rapport with every caller.
• Remain professional and courteous with customers at all times.
• Proactively Identify and assess customers’ needs to achieve satisfaction.
• Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Follow communication procedures, guidelines and policies.
• Any other duties assigned.

Customer Service Job Qualifications

• Bachelor’s degree.
• Excellent computer skills.
• Ability to communicate at all levels with customers by phone, live chat, social media channels, and email.
• Proactive & Patient
• Must be available to work occasional nights, holidays and weekends.
• Comfortable operating in a fast paced, deadline ­driven environment.
• Proven customer support experience or experience as a customer service representative.
• Expert multitasker.
• Active listener and confidence over the phone.
• Can troubleshoot / problem solve without getting others involved.
• Customer orientation and ability to adapt and respond to different types of customer personalities.