Cellulant is a digital payments business. We run an ecosystem of consumers, merchants and banks in which we facilitate payments and build value through the value-added services we layer on top. In building this ecosystem we serve different types of customers with different products, in a range that includes mobile banking products, mobile credit products, US...
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- Contents
- Open Jobs
- Associate Analyst Operations: Checkout
- Associate Analyst: Customer Success
- Associate Support Engineer: Onboarding
- Method of Application
- Job TypeFull Time
- QualificationBA/BSc/HND
- Experience3 years
- LocationNairobi
- Job FieldCustomer Care 
ROLE OVERVIEW:
Do you care about customer delight and enjoy solving problems? Would you thrive in a customer-focused role, ready to reconcile transactions and resolve customer issues. The commercial operations team is looking for a level-headed Associate Analyst Operations: Checkout to join us. This role is central to our customer success and requires creative problem-solving, critical thinking, and empathy. Professional interaction, active listening, and analytical skills are essential to educate and provide accurate solutions to customer inquiries, while handling complex customer issues with compassion.
KEY RELATIONSHIPS AND STAKEHOLDERS:
- Account managers & Service Operations
- Customer Success & Data Team
- Business Process Re-engineering & Software Engineering
CORE RESPONSIBILITIES:
- Support operational processes across banking services: Manage daily transaction flows, monitor system performance, and ensure seamless execution of operational tasks within assigned timelines.
- Investigate and resolve service issues: Work closely with service operations and customer success teams to identify root causes of transaction or service failures and drive timely resolution.
- Analyze data and transaction trends: Use internal dashboards and tools to track key metrics, detect anomalies, and provide actionable insights to improve performance and customer experience.
- Collaborate with cross-functional teams: Partner with account managers, software engineers, and business process teams to improve operational workflows and implement process enhancements.
- Ensure accuracy in reconciliation and reporting: Review and reconcile transaction records across systems, flag discrepancies, and support audits or compliance checks as needed.
- Prioritize and manage workload: Organize tasks based on urgency and impact, meet set OKRs, and communicate progress or blockers proactively with your team lead.
- Support implementation of new tools or processes: Participate in testing, documentation, and rollout of new systems or features introduced to improve banking operations.
- Maintain high data accuracy and operational discipline: Follow internal controls, uphold process standards, and contribute to a culture of accountability and continuous improvement.
MUST HAVE EXPERIENCE:
- Commercial orientation with a focus on service issues and customer experience impact
- Self-starter, entrepreneurial, passionate, and tech-savvy
- Excellent written and verbal communication skills
- Ability to prioritize and manage workload to meet deadlines and OKRs
- Patient, problem solver, ambitious, proactive/assertive, and dependable
- Technical aptitude with the ability to absorb technical information and apply business solutions
- Accuracy and detail-oriented
- Strong analytical skills and aptitude for math
EXPERIENCE THAT WILL COUNT IN YOUR FAVOUR:
- At least 3 years of professional experience in a related field.
- Commercial orientation, with a focus on reviewing service issues and their impact on customer experience.
- Proven ability to prioritize and manage workload to meet deadlines and objectives.
- Technical aptitude, with the ability to absorb technical information and apply business solutions.
SKILLS & QUALIFICATIONS:
- Experience: At least 3 years of professional experience in a related field.
- Commercial Orientation: A strong focus on reviewing service issues and understanding their impact on customer experience.
- Self-Starter: Highly entrepreneurial, passionate, and tech-savvy.
- Communication Skills: Excellent written and verbal communication skills. Ability to explain concepts clearly and concisely.
- Workload Management: Capability to prioritize and manage workload to meet and exceed deadlines and OKRs (Objectives and Key Results).
- Problem Solving: Patience, strong problem-solving skills, ambitious, proactive/assertive, and dependable in following through on tasks.
- Technical Aptitude: Ability to absorb technical information, understand customer data, and apply business solutions.
- Detail Orientation: High accuracy and detail-oriented approach to work.
- Analytical Skills: Strong aptitude for math and highly analytical mindset.
PERSONAL ATTRIBUTES:
- Empathy: A genuine concern for customer needs and the ability to connect with customers on a personal level.
- Proactiveness: An entrepreneurial spirit and a self-starter attitude, always looking for ways to improve processes and resolve issues.
- Resilience: The ability to stay calm and effective under pressure, handling multiple tasks and deadlines.
- Patience: The capacity to remain patient and composed, especially when dealing with complex or repetitive customer issues.
- Dependability: Being reliable and consistent in following through on tasks and commitments.
- Detail-Oriented: A keen eye for detail, ensuring accuracy in reconciliation and analysis tasks.
- Adaptability: Flexibility to adapt to changing priorities and customer needs.
- Job TypeFull Time
- QualificationBA/BSc/HND
- Experience
- LocationNairobi
- Job FieldCustomer Care 
Role Overview
As an Associate Analyst – Customer Success, you will play a crucial role in supporting customer engagement, product adoption, and issue resolution while ensuring seamless customer experiences. You will be responsible for analyzing customer data, tracking key success metrics, and supporting the broader Customer Success team in delivering high-quality service to the Bronze tiers customers. This role is ideal for a detail-oriented professional who has strong analytical skills and thrives in data-driven decision-making, problem-solving, and cross-functional collaboration with a customer-centric approach. You will be involved in customer onboarding, performance tracking, and reporting, ensuring that customers derive maximum value from our solutions.
Key Responsibilities
Customer Onboarding & Product Adoption
- Assist in onboarding new customers, ensuring a smooth transition from sales to implementation.
- Support training sessions and enablement programs to drive product adoption.
- Track % of merchants completing onboarding within defined SLAs and provide insights to improve the process.
Customer Data Analysis & Reporting
- Analyze customer usage, adoption trends, and transaction success rates to identify opportunities for optimization.
- Monitor Customer Health Score (including adoption, usage, satisfaction, and transaction success rates – QOS) to proactively detect risks.
- Design and maintain service dashboards and reports for internal and external stakeholders.
Customer Support & Issue Resolution
- Act as a first point of escalation for customer issues, ensuring timely resolution within defined SLAs.
- Work closely with product, support, and engineering teams to troubleshoot and resolve client concerns efficiently.
- Maintain and update a weekly customer issue tracker, ensuring transparency in issue resolution.
Customer Engagement & Retention
- Conduct regular business reviews to ensure continuous customer engagement.
- Track customer retention rate and provide insights on churn risks and proactive intervention strategies.
- Support upsell and cross-sell initiatives, identifying potential opportunities for revenue growth.
Process Improvement & Operational Efficiency
- Collaborate with internal teams to improve customer success processes and enhance operational efficiency.
- Provide structured Root Cause Analysis (RCA) for major incidents, contributing to service improvements.
- Follow up with operations on settlements and reconciliation processes to ensure smooth transactions.
Key Attributes & Experience
- Customer-Centric Approach – Passionate about delivering exceptional customer experiences and building strong relationships.
- Data-Driven Mindset – Ability to analyze customer metrics, identify trends, and provide insights for strategic decision-making.
- Problem-Solving Skills – Strong analytical skills to identify challenges, troubleshoot issues, and proactively resolve customer concerns.
- Attention to Detail – Highly organized, with a keen eye for data accuracy and reporting.
- Collaboration & Communication – Strong interpersonal and communication skills to effectively work with internal teams and external customers.
- Technical Aptitude – Basic understanding of customer success platforms, dashboards, and reporting tools is an advantage.
Very experienced in customer support and engagement.
- Strong understanding of payments and financial transactions.
- Can command the respect of senior personnel at our customers
- Can quickly understand the customer's industry and business so that they engage in value-adding discussion
- Passionate about customer success with excellent engagement skills.
- Work closely with Sales and BD to grow customer relationships and revenue
KPIs:
- Customer Retention Rate: Achieve a retention rate of 90% or higher by focusing on consistent value delivery.
- Customer satisfaction (CSAT) score: Maintain an average CSATl score of 85% or higher across all customer Interactions
- Onboarding success Rate: Ensure 95% or new customers complete the onboarding process within the first 30 days and are set up for success.
- Net Promoter Score (NPS): Aim for an NPS of 70 or above, indicating strong customer loyalty and willingness to recommend our products and services
- Customer Expansion: Drive a 15% increase in upsell and cross-sell opportunities through a deep understanding of customer needs and product fit
- Customer Health Score (adoption, usage, transaction success rates, and satisfaction – QOS)
- Ticket resolution within defined SLAs, Product Adoption Rate tracking.
- Job TypeFull Time
- QualificationBA/BSc/HND
- Experience1 - 2 years
- LocationNairobi
- Job FieldICT / Computer 
Role Overview:
The Associate Support Engineer – Onboarding plays a vital role in ensuring the seamless and timely integration of new customers and partners into Cellulant’s products and services. You will work closely with the Customer Success and Product teams to facilitate the onboarding process, providing technical support, ensuring proper configuration, and ensuring that customers have a smooth experience as they begin using our solutions. This role is ideal for a detail-oriented technical professional who excels in troubleshooting, problem-solving, and working cross-functionally to improve customer onboarding processes. You will be responsible for assisting customers with technical setup, addressing integration challenges, and ensuring that the customer’s technical needs are met efficiently.
Key Responsibilities:
Onboarding Support & Integration:
- Assist customers with the technical setup and integration of Cellulant’s products and services, ensuring that all necessary configurations are in place for a seamless customer experience.
- Work closely with Customer Success, Product, and Engineering teams to ensure that onboarding activities are aligned with customer needs and technical requirements.
Troubleshooting & Issue Resolution:
- Provide technical support to customers during the onboarding process, resolving any integration issues, technical glitches, or configuration challenges they may encounter.
- Serve as a point of escalation for 1st-level technical issues and work to resolve them within the established Service Level Agreements (SLAs).
Customer Training & Guidance:
- Guide customers through the technical aspects of the onboarding process, ensuring they understand how to effectively use our products and services to meet their goals.
- Provide training and documentation to customers to help them maximize the value of their integrations and use of Cellulant solutions.
Collaboration & Process Improvement:
- Work closely with cross-functional teams, including Customer Success, Engineering, and Product, to continuously improve the onboarding process.
- Provide feedback on common challenges faced by customers during onboarding to help refine and streamline processes.
Performance Tracking & Reporting:
- Track onboarding progress and key performance metrics, ensuring that onboarding goals are met on time.
- Document onboarding activities and report on common trends or areas for improvement to the wider team.
Skills & Qualifications:
- 1-2 years of experience in technical support, onboarding, or a related field, ideally within a tech, fintech, or SaaS environment.
- Strong technical aptitude with knowledge of APIs, integration processes, and configuration in a technical environment.
- Familiarity with troubleshooting and resolving technical issues during customer integration and onboarding.
- Excellent problem-solving skills, with the ability to handle technical challenges in a fast-paced environment.
- Strong communication skills, with the ability to explain complex technical concepts to non-technical customers.
- Ability to collaborate cross-functionally with different teams to drive customer success.
Preferred Attributes:
- Experience with SQL, APIs, or other integration technologies.
- Exposure to onboarding platforms or tools that assist in managing customer integrations and setups.
- Familiarity with cloud technologies, payment systems, or financial solutions.
- Strong attention to detail, with the ability to manage multiple onboarding processes simultaneously.
What Success Looks Like:
- Successful integration of customers into Cellulant’s products, with minimal technical issues and challenges during the onboarding process.
- Strong collaboration with internal teams, leading to improvements in the onboarding process and customer satisfaction.
- Efficient troubleshooting and issue resolution, ensuring customers experience smooth and seamless onboarding.
- Continuous feedback and process improvements based on customer and internal team experiences, ensuring an enhanced onboarding experience.
Method of Application
Use the link(s) below to apply on company website.
