Branch Overview
Branch delivers world-class financial services to the mobile generation. With offices in the United States, Nigeria, Kenya, and India, Branch is a for-profit socially conscious company that uses the power of data science to reduce the cost of delivering financial services in emerging markets. We believe that everyone, everywhere deserves fair financial access. The rapid spread of smartphones presents an opportunity for the world’s emerging middle class to access banking options and achieve financial flexibility. 

Branch’s mission-driven team is led by the founder and former CEO of Kiva.org. The company presents a rich opportunity for our team members to drive meaningful growth in rapidly evolving and changing markets. In 2019, Branch announced its Series C and has garnered more than $100M in funding with investments from leading Silicon Valley firms including Andreessen Horowitz, Trinity Capital, Foundation Capital, Visa, and the International Finance Corporation (IFC).

We value diversity and are committed to providing an inclusive working environment where human beings of all backgrounds can thrive. 

Job Overview:

You will be responsible for providing an inspiring and delightful experience for our customers. This role is based in Nairobi and will report to the Customer Solutions Manager.

Ideal candidates should be extremely flexible with scheduling, working shifts, working weekends, and occasionally holidays, within a 5-day workweek.

Key Responsibilities

Handling Customer Interactions

• Deliver professional, friendly, and polite service across all channels (chat, social media, email, and phone) while managing assigned queues efficiently. 
• Communicate clearly and keep customers informed at all times.

Issue Resolution & Problem Solving

• Keenly identify customer issues and work to resolve them within the agreed timelines, ensuring customer satisfaction and minimal repeat contacts.

• Provide accurate information and clear guidance to customers, resolving issues fully while demonstrating empathy and understanding. 

Compliance & Policy Adherence

• Follow all company rules, policies, and legal requirements. Avoid actions that could result in fines, legal issues, or loss of licenses. 
• Demonstrate awareness of regulatory and internal standards in all interactions.

Business Responsibility & Accuracy

• Handle tasks accurately to prevent financial loss, operational issues, or reputational damage. 
• Follow processes carefully and ensure issues are resolved the first time.

Attention to Detail & Efficiency

• Minimize minor errors that could affect workflow or customer experience. 
• Check work for accuracy, respond promptly, use correct tone and formatting, and ensure all communications are complete and clear.

Continuous Learning & Improvement

• Apply feedback from QA, coaching, and customer interactions to reduce errors over time. 
• Share ideas to improve processes, products, and service quality, and implement improvements to enhance overall performance.

Escalation & Judgment

• Recognize when an issue cannot be resolved independently and escalate promptly to the appropriate team or supervisor, following established procedures to ensure timely resolution.

Qualifications:

• Minimum of a Bachelor's degree
• Proficient typing speed (ideally above 45 wpm). This will be tested.
• Excellent communication skills, both oral and written
• 0-2 years of customer service experience in a startup is an added advantage
• Intermediate Microsoft Office and analytical skills
• You are highly entrepreneurial. You take the initiative to solve problems before they arise. You’ve started and/or contributed to projects you’re passionate about.
• You are a great collaborator. You know that startups are a team sport. You listen to others, speak your mind, and ask the right questions.
• Proficiency in Microsoft Office Suite and CRM software.

Benefits of Joining

• Mission-driven, fast-paced, and entrepreneurial environment
• Competitive salary and equity package
• A collaborative and flat company culture
• Where we work: Remote first, with the option to work in-person occasionally or when required
• Fully paid health insurance benefit.
• Work-life balance is not a myth. Make use of our 28 days of paid vacation days, 30 days of sick leave, and bereavement leave
• Fully paid parental leave - 6 months maternity leave and 3 months paternity leave
• Company-matched pension benefit
• Monthly WFH stipend alongside a one-time home office set-up budget
• Annual professional development budget 
• Other benefits include: team meals, virtual social events, and in-person meet-ups 
• Discretionary trips to our offices across the globe, with global travel medical insurance.
• Opportunity to work and interact with a global team

Branch International is an Equal Opportunity Employer. The company does not and will not discriminate in employment on any basis prohibited by applicable law. We’re looking for more than just qualifications - so if you’re unsure that you meet the criteria, please do not hesitate to apply!