Customer Success Associate (Maternity Cover) at Umba

Customer Success Associate

About Umba

Umba is an African neo bank that offers a combination of services that both traditional and digital banks offer. Making us a one stop shop for your financial needs. We want to provide free, easier, and accessible banking to Africans.


Job Summary:

  • We are seeking a motivated and customer-centric individual to join our team as a Customer Success Associate, and to cover the current post-holder’s maternity leave for a period of 6 months.
  • The successful candidate will play a vital role in supporting our customers, ensuring their needs are met, and driving satisfaction and retention.


Key Responsibilities:

  • Respond promptly and professionally to customer inquiries via email, chat, or social media platforms.
  • Provide accurate information about products, services, and policies to customers.
  • Assist customers in troubleshooting technical issues with products or services through your team lead.
  • Conduct regular check-ins with customers to gather feedback, address concerns, and identify opportunities for improvement.
  • Resolve customer complaints and escalate complex issues to appropriate channels for resolution.
  • Collaborate with other departments, such as sales, marketing, and operations, to address customer needs and improve overall customer satisfaction.
  • Onboard new customers, providing training and guidance on product features and best practices.
  • Stay up-to-date with product knowledge, industry trends, and company policies to provide accurate information to customers.
  • Participate in training sessions and team meetings to enhance customer service skills and knowledge.
  • Contribute to the continuous improvement of our customer success processes and procedures.
  • You will report to the Team lead of Umba Customer Success



  • Bachelor’s degree in Business Administration, Marketing, or related field.
  • Proven customer service experience in a fast-paced environment.
  • Excellent communication skills, both verbal and written.
  • Ability to multitask and prioritize tasks effectively.
  • Strong problem-solving skills and a proactive approach to addressing customer needs.
  • Ability to work collaboratively in a fast-paced, team-oriented environment.
  • Familiarity with CRM software (e.g., Zoho CRM) and customer success tools is a plus.
  • Passion for delivering exceptional customer experiences and driving customer satisfaction and retention.
  • Experience with live chat support software and social media platforms.


Method of Application

Interested and qualified? Go to Umba on to apply


Customer Success Associate at Umba 

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