Customer Success Analyst

Kiva Microfunds
  • Location
    San Francisco, California
  • Sector
    Non Profit
  • Experience
    Early Career / Mid Career
  • Posted
    Sep 03

Position description

Kiva (kiva.org) is an international nonprofit with a mission to expand financial access to help underserved communities thrive. We run a global marketplace platform to crowdfund microloans for financially excluded entrepreneurs, farmers and students around the world. Through Kiva Capital, we serve as a bridge between large scale impact first investors and underserved populations. Our digital identity platform enables borrowers who don’t have a track record with traditional financial institutions to record and verify their financial history and gain access to less costly mainstream financial markets.

Our organization combines the culture and technological passion of an internet start-up with the compassion and empathy of a non-profit to create impact and opportunity at global scale. Since 2005, we have raised more than $1.57 billion in loan capital for 3.9 million borrowers in 98 countries. Our lenders fund over $10 million in loans every month. With offices in San Francisco, Portland, New York, Nairobi, and Bangkok, Kiva's team includes 100+ employees and 400+ volunteers worldwide. Our team is growing as we pursue exciting new opportunities to create a financially inclusive world.

Role overview:

As a Customer Success Analyst at Kiva, you’ll be responsible for conducting in-depth research and analysis of reported issues across Kiva’s various supporting systems. You’ll become an expert in the various tools used to manage customer interactions across the Kiva platform, to provide root-cause analysis of potential issues and identify trends. These findings will contribute directly to improving the experience of new and existing users. This role is for someone with an inquisitive mind, who loves digging into the details and discovering patterns. A typical day might include hunting down a “bug” by sifting through a user’s logs and account activity, or protecting customer accounts by reviewing suspicious transactions. This role is for a detail-oriented analytical thinker with a knack for understanding complex processes, who has a passion for the customer experience and enjoys working with teams to tackle cross-functional and impactful problems. 

At this time, we can only consider applicants with authorization to work in the United States on a permanent, full-time basis; unfortunately we cannot provide visa sponsorship.

Key responsibilities include: 

  • Research user-reported issues with the platform
  • Act as a technical resource for Customer Success teammates to address customer inquiries, through transactional review and responding to escalated cases
  • Perform root-cause analysis and work closely with internal teammates across engineering, product and the rest of the organization to build and maintain scalable solutions
  • Identify and report trends to senior leadership to help guide product enhancements
  • Manage the prioritization of issues, and help identify areas to gain operational efficiency
  • Work in a dynamic start-up environment where iterating quickly is critical

If you love technology in general and software in particular, if you’re highly analytical yet want your work to have a direct impact on a company’s trajectory, and if you’re interested in seeing a fast-growing startup expand and scale, this job is for you!

Qualifications

  • 2-3 years experience as a senior support, business operations or technical support specialist, or equivalent education/experience
  • Tech savvy and very comfortable learning new systems and technologies
  • Support business strategy development for Customer Success and manage creating, documenting, and implementing CS processes
  • Strong analytical mindset with the ability to synthesize information
  • Superior written communication skills, with the ability to communicate simply and effectively
  • Experience working with cross-functional teams to problem solve
  • A proactive problem-solver, that can work autonomously but doesn’t shy away from asking for help
  • Passionate about Kiva and contributing to its short and long-term vision

Preferred qualifications:

  • Proficiency in: Salesforce, Looker, Iterable, FullStory, Auth0, Kibana
  • Experience communicating requirements to product and engineering teams
  • Interest in or history of working in the international development and/or financial inclusion sectors

What we offer:

  • An opportunity to improve real lives, solve hard problems, and change the world
  • Friendly, supportive, and adventurous environment with a team of engaged colleagues
  • A comprehensive, industry-leading benefits package
  • Opportunities to connect with and learn from colleagues and partners around the world

A diverse and inclusive workplace where we learn from each other is an integral part of Kiva's culture. We actively welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a great place to work. Join us and help us achieve our mission!

We will only accept applications directly from candidates. Kiva will not be responsible for any recruiting agency fees, absent a formal agreement.

Application instructions

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