Tech Care for All Africa (TC4A) is the on-the-ground execution partner and social enterprise for global health and life sciences innovators scaling world-class innovations across African markets.
Headquartered in Nairobi, we operate across Kenya, Senegal, Zambia, Rwanda, Uganda, and Nigeria, working with global pharmaceutical leaders, med-tech innovators, global health implementers, and sustainability-focused donors. We navigate market complexity to embed innovations into routine clinical practice – spanning market entry, regulatory coordination, workforce activation through our Medical Learning Hub (MLH), implementation science, and long-term market access.
Role. The Customer Support Officer is the first point of contact for the healthcare professionals, institutional clients, and program participants who use TCA’s platforms — primarily the Medical Learning Hub (MLH). You will resolve queries quickly, keep the user experience consistent across markets, and feed insights back to product and program teams.
Key responsibilities
- Provide first-line support to healthcare professionals on the MLH platform – login, course access, certificates, accreditation queries
- Manage support tickets across email, WhatsApp, and in-platform chat, with clear SLAs
- Verify HCP credentials during onboarding to maintain platform integrity
- Support pharma client program participants with queries on training, registration, and certification
- Document recurring issues and contribute to FAQs, help center articles, and self-service content
- Liaise with the tech team to log, prioritize, and escalate platform bugs
- Track and report support metrics: response time, resolution rate
- Support periodic user communications (course launches, reminders, country-specific notices)
- Flag patterns and user feedback to inform product and program decisions
Requirements
- Bachelor’s degree, or equivalent professional experience
- 2-3 years in customer support, customer success, or a comparable user-facing role
- Experience supporting a SaaS or digital platform
- Excellent written communication; calm, patient, problem-solving mindset
- Comfortable with help desk and CRM tools (Zendesk, Freshdesk, Intercom, HubSpot or similar)
- Strong organization and ability to manage high ticket volumes without losing quality
- Excellent written and spoken English
- Familiarity with healthcare professional workflows or medical terminology
- Basic data fluency (Excel/Sheets) for tracking trends
How to Apply:
Send your resume and a cover letter to admin.kenya@tc4a.com, with subject line “Customer Support Officer”. detailing your experience in technical support and why you’re a great fit for this role.
Deadline: Applications must be submitted by 22nd May 2026, 5 PM EAT.