Junior Operations & Customer Success Consultant

About the role

PataGig is looking for a Junior Operations & Customer Success Consultant to join its remote team in Kenya. You will be the first point of contact for users, helping them navigate the platform, resolve issues, and ensure a smooth experience.

Key responsibilities

• Respond to customer inquiries via chat, email, or phone and guide new users through onboarding.
• Assist users with profile, listing, and booking problems, documenting each case.
• Monitor operational metrics, spot recurring issues, and escalate complex cases with clear documentation.
• Share user feedback with product and operations teams to improve processes and platform features.
• Maintain and update internal knowledge bases, FAQs, and support content.
• Proactively engage users to boost satisfaction and retention.

Required profile

• Strong customer‑facing attitude with a genuine interest in helping users succeed.
• Analytical mindset to interpret data, identify trends, and suggest improvements.
• Excellent written and verbal communication skills.
• Ability to work independently in a remote environment, manage time effectively, and handle multiple tasks with attention to detail.
• Interest in digital marketplaces and the Kenyan labor market.

Required skills

• Experience with CRM systems.
• Familiarity with helpdesk tools.
• Proficiency in online collaboration platforms.
• Comfort using spreadsheets.

What we offer

• Competitive salary for a full‑time remote position.
• Direct involvement with real users from day one.
• Access to the founding team and influence over product roadmap.
• Ownership of marketplace health with visible impact.
• Opportunity to contribute to economic empowerment across Kenya.