Customer Support Specialist
Data Analytics for Practical Solution (DAPS) • Addis Ababa
On-siteFull timeAddis AbabaMid Level(3-5 years)
Experience
Mid Level(3-5 years)
Salary
Not specified
Posted
about 5 hours ago
Deadline
in about 1 month
Job Description
DAPS is hiring a Customer Support Specialist to ensure every Onekof customer achieves measurable value from the platform – owning onboarding, support, adoption, and renewal, and acting as the voice of the customer in product improvement.
Key Responsibilities
- Lead customer onboarding, user training, and product implementation support
- Resolve customer issues, escalating technical issues to engineering when needed
- Track customer health scores, monitor adoption, and identify churn risks
- Conduct Quarterly Business Reviews (QBRs) and lead customer renewal planning
- Identify expansion and upsell opportunities
- Build and maintain customer knowledge resources, FAQs, and tutorial videos
- Gather product feedback and coordinate feature requests with the product team
- Support consulting engagements and client communications
Requirements
Requirements
- Diploma or Bachelor's degree in Business, Communications, or related field
- 2+ years of experience in customer success or support, ideally for a SaaS or digital product
- Excellent verbal and written communication skills in Amharic and English
- Familiarity with CRM/helpdesk tools (Zendesk, Freshdesk, Intercom, or similar)
- Comfortable interpreting basic product usage data to spot risk and expansion signals
- Empathetic, customer-first mindset with strong ownership of outcomes
Preferred Qualifications
- Experience running onboarding, training, or QBRs for a SaaS or digital product
- Ability to create knowledge-base articles, FAQs, or tutorial videos
- Working knowledge of Afaan Oromo or Tigrinya in addition to Amharic and English
- Experience supporting government, NGO, or enterprise customers
What We Offer
- Opportunity to build an innovative AI-powered SaaS platform with regional impact
- High degree of ownership and influence over product and business decisions
- Collaborative, entrepreneurial, and mission-driven work environment
- Professional growth, continuous learning, and leadership opportunities
- Competitive compensation based on experience and performance
Required Skills
CommunicationCommunication, coordination, networking and facilitation skillsClient Follow-up & Communication
Level
Mid Level(3-5 years)
Location
Addis Ababa
How to Apply
Interested and qualified candidates should submit their CVs and supporting documents to career@dapsanalytics.com
Ready to build the platforms shaping how African enterprises work? Before you apply, take a look at https://dapsanalytics.com/ to learn more about who we are and what we do.