Customer Success Agent

Location: Nairobi, Kenya (hybrid work with scheduled in-office collaboration days)

Type: Full-time

Level: 1-4 years of work experience 

Reporting to: CEO

Start Date: July 2026

Compensation: Gross salary of KES 30,000- 40,000 per month, based on experience

About Flowt

Flowt is building a financial intelligence platform to unlock access to financing for climate-smart small and growing businesses (SGBs) in Africa. We help SGBs become investor-ready by transforming bank and M-Pesa statements into cash-based profit & loss and cashflow statements and generating financial insights, then lending on the basis of this data.

Our platform combines:

• Structured onboarding and financial data capture
• Integrations with bookkeeping and banking systems
• Workflow automation for financing products such as invoice financing, purchase order financing, inventory financing, and asset financing
• AI-assisted validation, underwriting, and scoring systems to improve speed, accuracy, consistency, and fairness in credit decisions

We work closely with lenders and financing partners to help businesses access capital faster and more reliably.

About the Role

We are hiring a Customer Success Agent to play a critical role in helping early subscribers get maximum value from the Flowt platform during our launch phase.

This role sits at the intersection of:

• Subscriber onboarding and platform training
• Customer support and technical troubleshooting
• Proactive pipeline management and subscriber engagement
• Product feedback and continuous improvement

You will be the primary point of contact for our earliest customers, guiding them through onboarding, resolving questions quickly, and proactively identifying and unblocking subscribers who are stuck in the pipeline. Your work directly shapes first impressions of the platform and feeds critical insights back to the product and engineering teams.

The ideal candidate combines strong customer service instincts with comfort working alongside AI-enabled tools and a genuine passion for supporting small and growing businesses in Africa.

What You’ll Own

Subscriber Onboarding & Platform Training

• Design and deliver structured onboarding sessions for new Flowt subscribers
• Guide early-stage users through the platform’s core features including financial data capture, AI-generated reports, and financing workflow tools
• Create and maintain training materials including walkthroughs, FAQs, and short-form video guides
• Tailor onboarding experiences to different user types and levels of digital and financial literacy

Customer Support & Troubleshooting

• Serve as the first line of support for subscriber questions across channels (email, WhatsApp, platform messaging)
• Diagnose and resolve platform issues, guiding users through technical and process-related challenges
• Escalate unresolved or complex technical issues to the engineering team with clear documentation
• Maintain a knowledge base of common issues and resolutions to enable faster support over time
• Track and report on support volumes, resolution times, and recurring pain points

Proactive Pipeline Engagement

• Monitor the subscriber pipeline to identify users who are inactive, stuck, or at risk of dropping off
• Proactively reach out to stalled subscribers with targeted support, nudges, and guidance to help them progress
• Develop and execute re-engagement strategies for subscribers who have not completed onboarding or key platform milestones
• Coordinate with the product team to flag systematic blockers surfaced through pipeline monitoring
• Track subscriber progression metrics and report on pipeline health regularly

Product Feedback & Process Improvement

• Serve as the voice of the customer internally, synthesizing subscriber feedback into clear, actionable product insights
• Identify recurring onboarding and usability challenges and recommend workflow improvements
• Collaborate closely with product, engineering, and operations teams to improve the subscriber experience
• Support development of scalable onboarding and customer success playbooks as we grow
• Contribute to defining customer success metrics and helping track platform adoption

What Success Looks Like (First 90 Days)

Weeks 1–2

• Gain a deep understanding of Flowt’s platform, products, and subscriber journey
• Shadow onboarding sessions and support interactions to understand common friction points
• Begin building your knowledge base of platform FAQs and common troubleshooting scenarios

Weeks 3–6

• Independently lead subscriber onboarding sessions with high quality and consistency
• Resolve customer queries within target response and resolution times
• Identify and engage at least five stalled pipeline subscribers with measurable re-activation outcomes

Weeks 7–12

• Own the full subscriber success workflow from onboarding through active platform use
• Deliver structured pipeline health reports and proactive engagement summaries
• Contribute at least three actionable product or process improvement recommendations based on subscriber feedback

Required Qualifications

• 1–4 years of experience in customer success, customer service, or sales roles
• Strong working knowledge of SaaS platforms and AI-enabled tools
• Experience with AI tools such as Claude, Gemini, or ChatGPT in a professional context
• Demonstrated ability to train or onboard non-technical users on digital products
• Familiarity with key financial metrics relevant to investors and lenders
• Excellent written and verbal communication skills in English and Kiswahili
• Strong interpersonal skills and a customer-first mindset
• Ability to manage multiple accounts and priorities simultaneously
• Comfortable working with data to track and report on customer success metrics

Nice to Have

• Experience in fintech, digital lending, or financial services
• Familiarity with the small and growing business (SGB) or SME segment in Kenya or East Africa
• Prior experience at a startup or high-growth technology company
• Experience creating training content, video walkthroughs, or customer documentation
• Experience using CRM, helpdesk, or pipeline tracking tools 

Our Working Style

• High ownership and accountability
• Fast-paced, execution-oriented environment
• Strong emphasis on empathy, communication clarity, and follow-through
• Collaborative work across product, engineering, credit, and operations teams
• Continuous improvement mindset with an emphasis on automation and AI-enabled workflows

Compensation & Benefits

• Gross salary of KES 30,000- KES 40,000 per month
• Hybrid work flexibility
• Opportunity to shape customer success processes at a high-growth African fintech from the ground up
• Direct exposure to AI-enabled financial tools and the SGB financing ecosystem
• Growth opportunities into senior customer success or commercial leadership roles