About the Role

At Kassa Connect, our Customer Success team is the bridge between our technology and the business owners who depend on us daily. As a Customer Success Specialist, you will be the trusted guide for Ghanaian entrepreneurs-helping them set up their WhatsApp AI assistant, training them to maximize sales, and ensuring they never miss a customer again.

You will work directly with small business owners across Accra, Kumasi, and beyond, listening to their challenges and turning feedback into product improvements. This role is perfect for someone who loves helping people, speaks Twi and English fluently, and wants to make a tangible impact on Ghana’s informal economy.

Key Responsibilities

• Onboarding & Setup – Guide new customers through the 10-minute setup process: connecting their WhatsApp Business number, uploading their menu/prices, and configuring language preferences (Twi, Ga, Ewe, English).
• Training & Adoption – Host individual and group training sessions (via WhatsApp, phone, or in person) to teach business owners how to use Kassa Connect effectively. Create simple video tutorials in Twi and English.
• Ongoing Support – Be the first point of contact for customer questions, troubleshooting, and feature requests. Respond within 2 hours during business days.
• Success Monitoring – Track key metrics like response rates, order completions, and customer satisfaction. Proactively reach out to customers who may need help.
• Feedback Loop – Collect customer insights and work with the product team to improve the AI’s language models, features, and user experience.
• Renewals & Growth – Build strong relationships that lead to customer retention and referrals. Assist customers in upgrading their plans as their business grows.

Job Requirements

• Language skills – Fluent in Twi and English (both written and spoken). Knowledge of Ga or Ewe is a plus.
• Experience – 1–3 years in customer success, sales support, or business advisory (experience with Ghanaian SMEs is highly valued).
• Communication – Excellent interpersonal skills; you can explain technical concepts in simple, friendly terms.
• Tech savvy – Comfortable using WhatsApp Business, spreadsheets, and CRM tools. Willing to learn the Kassa Connect platform inside out.
• Empathy & Patience – You genuinely care about helping business owners succeed and can remain calm under pressure.
• Self-starter – Able to work remotely, manage your own schedule, and take initiative without constant supervision.
• Education – Diploma or degree in Business Administration, Marketing, Communications, or related field (or equivalent work experience).