Customer Support Specialist

Job Description

DAPS is hiring a Customer Support Specialist to ensure every Onekof customer achieves measurable value from the platform – owning onboarding, support, adoption, and renewal, and acting as the voice of the customer in product improvement.

Key Responsibilities

• Lead customer onboarding, user training, and product implementation support

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• Resolve customer issues, escalating technical issues to engineering when needed

• Track customer health scores, monitor adoption, and identify churn risks

• Conduct Quarterly Business Reviews (QBRs) and lead customer renewal planning

• Identify expansion and upsell opportunities

• Build and maintain customer knowledge resources, FAQs, and tutorial videos

• Gather product feedback and coordinate feature requests with the product team

• Support consulting engagements and client communications

Job Requirements

Requirements

• Diploma or Bachelor's degree in Business, Communications, or related field

• 2+ years of experience in customer success or support, ideally for a SaaS or digital product

• Excellent verbal and written communication skills in Amharic and English

• Familiarity with CRM/helpdesk tools (Zendesk, Freshdesk, Intercom, or similar)

• Comfortable interpreting basic product usage data to spot risk and expansion signals

• Empathetic, customer-first mindset with strong ownership of outcomes

Preferred Qualifications

• Experience running onboarding, training, or QBRs for a SaaS or digital product

• Ability to create knowledge-base articles, FAQs, or tutorial videos

• Working knowledge of Afaan Oromo or Tigrinya in addition to Amharic and English

• Experience supporting government, NGO, or enterprise customers

What We Offer

• Opportunity to build an innovative AI-powered SaaS platform with regional impact

• High degree of ownership and influence over product and business decisions

• Collaborative, entrepreneurial, and mission-driven work environment

• Professional growth, continuous learning, and leadership opportunities

• Competitive compensation based on experience and performance

How To Apply

Interested and qualified candidates should submit their CVs and supporting documents to career@dapsanalytics.com

Ready to build the platforms shaping how African enterprises work? Before you apply, take a look at https://dapsanalytics.com/ to learn more about who we are and what we do.