Job Title: Customer Success Expert
- Office: Delhi
- Location: Remote (may transition to Hybrid Delhi)
- Experience: 3+ years (strong client handling and coordination skills)
- Note: Must have excellent communication skills
Important Note
This is currently a
remote role, however, we may set up an office in
Delhi in the near future, after which the role may transition into a
hybrid working model.
Additionally, this is a
Customer Success role focused on retention, WhatsApp automation, and lifecycle marketing not a customer support or helpdesk role. Please apply only if your experience aligns accordingly.
About The Company
We are building a next-generation technology refurbishment platform in East Africa, redefining how consumers perceive and purchase pre-owned devices.
Our mission is to elevate the refurbished technology experience to match the quality, reliability, and trust of brand-new products. By combining strong operational processes with a focus on sustainability, we aim to create a more accessible and responsible way for consumers to own high-quality devices.
As we continue to grow, we are expanding into new markets and scaling our operations to shape the future of technology consumption across the region. Join us in transforming the second-hand device ecosystem into a trusted and aspirational choice for customers.
Key Facts
- Founded: 2021
- Headquarters: Nairobi, Kenya
- Focus: Refurbished smartphones and trade-in services
- Regions Served: Kenya, Uganda, Tanzania
- Business Model: Buy-back, refurbishment, and resale of devices
Role Overview:-
We are looking a
Customer Success Expert to manage
post-sale customer engagement, retention, and lifecycle communication for refurbished smartphone customers. The role focuses on improving
repeat purchases, customer engagement, and long-term customer value through WhatsApp automation, CRM tools, and data-driven customer lifecycle strategies.The candidate should be capable of building structured retention systems and automation workflows that drive engagement after the first purchase and convert customers into repeat buyers.
Your Responsibilities
- Design and implement customer retention and engagement strategies for refurbished smartphone customers.
- Build WhatsApp automation workflows using platforms such as WATI for customer engagement.
- Develop retargeting campaigns to encourage repeat purchases, upgrades, and device replacement cycles.
- Create automated customer lifecycle journeys including onboarding, follow-ups, upgrade offers, and feedback collection.
- Manage customer communication using WhatsApp opt-in tools and automation platforms.
- Analyze customer behavior, purchase history, and engagement data to improve retention strategies.
- Work closely with marketing, ecommerce, and operations teams to align customer engagement strategies.
- Improve post-sale customer support processes and ensure high customer satisfaction.
- Build scalable systems for managing large customer bases across multiple African markets.
Candidate Requirement:-
- Minimum 3+ years of experience in customer success, retention, or lifecycle marketing roles.
- Strong experience in WhatsApp automation, CRM tools, and customer engagement platforms.
- Experience managing high-volume consumer customer engagement programs.
- Strong analytical skills and ability to use customer data for decision-making.
- Experience designing retargeting and repeat purchase campaigns.
- Ability to work in fast-growing ecommerce or consumer technology environments.
Preferred Background:-
- Candidates with experience in high-scale consumer platforms such as Amazon, Flipkart, Zomato, Uber Eats or similar companies.
- Experience working in ecommerce, marketplaces, consumer electronics, or device companies.
Culture At Us
While we have been growing fast, we are still small enough that everyone makes a pivotal difference. We care less about hours worked and more about the outcome, and the impact you make.
Skills: customer success management,customer engagement,customer retention,inside sales,customer success expert
