Customer Success Agent (Fintech)

TL;DR

Customer Success Agent (Fintech): Managing early subscriber onboarding and platform support for a financial intelligence platform with an accent on transforming financial data into actionable insights. Focus on resolving technical pipeline blockers and translating user friction into actionable product requirements.

Location: Hybrid in Nairobi, Kenya (scheduled in-office collaboration days)

Salary: KES 30,000 - 40,000 per month

Company

hirify.global (Flowt) is building an AI-powered financial intelligence platform to unlock financing for small and growing businesses in Africa.

What you will do

• Design and deliver structured onboarding sessions and training materials for new subscribers.
• Provide first-line technical support and troubleshooting via email, WhatsApp, and platform messaging.
• Monitor the subscriber pipeline to proactively re-engage inactive or stuck users.
• Synthesize customer feedback into actionable insights for the product and engineering teams.
• Develop scalable customer success playbooks and track platform adoption metrics.

Requirements

• 1–4 years of experience in customer success, customer service, or sales.
• Must be based in Nairobi, Kenya for hybrid work.
• Proficiency with SaaS platforms and AI tools (e.g., Claude, Gemini, ChatGPT).
• Excellent written and verbal communication skills in English and Kiswahili.
• Familiarity with key financial metrics relevant to investors and lenders.
• Ability to train non-technical users on digital products.

Nice to have

• Experience in fintech, digital lending, or financial services.
• Knowledge of the SME segment in Kenya or East Africa.
• Prior experience working in a startup or high-growth tech company.
• Experience creating training videos, walkthroughs, or documentation.
• Proficiency with CRM or helpdesk pipeline tracking tools.

Culture & Benefits

• Hybrid work flexibility.
• Opportunity to build customer success processes from the ground up in a high-growth fintech.
• Direct exposure to AI-enabled financial tools and the African SGB ecosystem.
• Clear growth paths into senior customer success or commercial leadership roles.
• Execution-oriented environment with high ownership and accountability.