JOB DESCRIPTION – CUSTOMER SUCCESS ASSOCIATE
Job Title: Customer Success Associate
Reports to: Lifecycle & Monetization Lead
Supervises: N/A
Location: Terra Office, Westlands, Nairobi
About Terra Softworks
Terra Softworks Limited is a fast-growing Fintech company based in Nairobi, committed to empowering businesses in emerging markets through seamless payments and data-driven technology.
We are looking for a Customer Success Associate to join our team and play a key role in delivering an exceptional customer experience across the entire customer journey.
About the Role
As a Customer Success Associate, you will own every customer conversation across Terra GO’s lead and post-purchase journey. You will be the first point of contact for customers from their initial enquiry through purchase, delivery, setup, and ongoing support.
You will engage customers primarily through WhatsApp and phone calls, respond promptly to enquiries, guide prospective customers through the purchasing process, support customers after purchase, and ensure that customer issues are resolved efficiently.The ideal candidate is a warm, patient and solutions-oriented communicator who enjoys helping customers, is highly organized, and can thrive in a fast-paced technology environment.
Key Responsibilities
1. Lead Engagement & Follow-up (Call-Back & Chat)
- Call back every WhatsApp enquiry within the 30-minute SLA (9am-5pm; 9-10am the next day if received after hours, following the Lead Call-Back SOP.
- Understand each customer’s needs, answer questions clearly in plain language, and guide ready buyers through the purchase process.
- Log every call outcome, context, and follow-up in Terra One within SLA.
2. Post-Purchase Customer Engagement (Call-Back & Chat)
- Verify successful delivery the same day it’s confirmed, and guide customers to the self-service setup process.
- Complete the Day 7 setup check-in for every customer, resolving issues directly or escalating to Product Ops.
- Surface school nomination interest as it comes up naturally, and hand off warm leads to Commercial team.
3. Customer Support Management
- Manage inbound WhatsApp customer support outside scheduled call-backs, including troubleshooting, general queries, and follow-ups.
- Raise and track incidents in Terra One for any unresolved issue, and see each through to closure within 24 hours.
- Keep Terra One records accurate and complete across every customer interaction.
Key Success Metrics
| Key Success Metrics | Performance Indicator |
| SLA Adherence | % of inquiries called back within the defined window (30 minutes in business hours; 9-10am next day otherwise), tracked via Terra One Log timestamps. |
| Quality Capture Log | % of customer interactions logged in Terra One with all required fields complete and accurate. |
| Resolution Speed | No incident remains open more than 24 hours without closure. |
Qualifications & Experience
- A Degree or Diploma in Sales, Customer Support, Customer Relationship Management, or a related field.
- Minimum of at least 1-2 years of experience in Customer Success, Customer Support, Tele-sales, Virtual Assistance, or a similar customer-facing role.
- Certifications in Sales, Customer Support, CRM or Business Analysis will be an added advantage.
Experience working with CRM or customer management systems will be an advantage.
What We’re Looking For
We are looking for someone who is:
- Warm and customer-focused – You genuinely enjoy helping people and creating positive customer experiences.
- A strong communicator – Comfortable communicating professionally and clearly through both phone calls and
WhatsApp.
Patient and empathetic – Able to listen, understand customer needs and respond thoughtfully. - Organized and detail-oriented – Disciplined about keeping customer records accurate and up to date.
Solutions-focused – Calm and proactive when handling customer questions, complaints and challenges.
Responsive and accountable – Able to work within defined SLAs and follow customer issues through to closure.
Why Join Terra?
At Terra Softworks, you will have an opportunity to work in a fast-growing Fintech environment where technology, customer experience and innovation come together to solve real business challenges across emerging markets.
If you are passionate about customers, technology and creating experiences that keep customers coming back, we would love to hear from you!
How to Apply
Interested candidates should submit their CV to faithwanjiku@terrasofthq.com, clearly indicating “Customer Success Associate as the subject of the email.
Application Deadline: 22nd September 2026
Only shortlisted candidates will be contacted.