About us:
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 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 $1.66 billion in loan capital for 4.1 million borrowers in 77 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.
Impact first - This is why we exist. This is the drumbeat we march to. Every day.
Extreme ownership - Own it; you, your relationships, your impact. Insist that others support you and hold you accountable.
Be curious and bold - Never stop learning. Question assumptions. Take Risks and dream big.
Inclusion. Equity. Diversity. - Without reservation and without caveat. In our hiring, in our workplace and in our impact in the world.
Honor and integrity - Do the most right thing in the most right way. Cherish diversity and respect each other.
Love and kindness always - Say what you mean. Mean what you say. And don't say it mean. Clarity. Courage. Kindness.
Role overview:
We are seeking an organized, flexible, and motivated Customer Success Manager to engage our stakeholder communities around the world. Each day at Kiva we receive hundreds of queries from lenders and U.S. borrowers on matters important and delicate. As a highly motivated operations professional, you will help lead the Community team in its effort to support this passionate community while building systems and processes to make our work scalable.
As a Customer Success Manager, you will become an expert on Kiva and expand your knowledge of microfinance, technology, and nonprofit operations. You will become an advocate for our stakeholder communities within Kiva, working to resolve issues and deepen Kiva's engagement with our lenders and borrowers. You will gain a deep understanding of how money moves through the Kiva ecosystem and will specialize in addressing questions and concerns across a wide range of topics. You're an excellent systems thinker and exercise superior judgment and analytical thinking. You have an eye for simplicity that you will use to explain complex topics to our community and that will push you to continually improve Kiva's operational systems in order to effectively serve more stakeholders at scale.
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:
Customer Success Management
Manage the support team that responds to all incoming email and phone inquiries from U.S. borrowers and trustees
Design, set, and track KPIs to monitor the success of our borrower and trustee support team
Triage and respond to issues (inquiries, bug reports, etc.) from lenders, U.S. borrowers, and trustees
Collaborate with the U.S. team at Kiva to serve as the voice of the customer and collect feedback to drive continuous improvement for U.S. loan applicants and borrowers
Resolve issues for lenders and borrowers via effective communication and swift payment processing
System/Operations
Use data to streamline day-to-day CS operations to improve program metrics and recommend policy and process improvements
Drive operational efficiencies by automating and improving CRM processes, tools, and reporting
Build knowledge management processes to maintain up-to-date help articles and training materials to address common questions for borrowers and lenders
Lead and manage ad hoc operational projects for the customer success team
Required qualifications:
5+ years of relevant experience or equivalent combination of education and experience.
Highly organized with an aptitude for working in a constantly changing environment and adapting to changing priorities. This means being able to take on multiple projects, prioritize effectively, manage your time to meet deadlines and tackle work that ranges from in-depth projects to ongoing repetitive tasks.
Accountable with superior attention to detail. Able to balance working independently with good judgment to decide when to update stakeholders or escalate a problem.
Experience with and/or a belief in the importance of customer service as a foundational aspect of any business's success. You enjoy going the extra mile to make things right and people happy.
Experience working with databases and/or CRMs (experience with Salesforce strongly preferred)
Superior communication skills, with the ability to communicate simply and effectively to a wide range of audiences.
Adept at using Google Suite
Tech savvy and very comfortable learning new systems and technologies.
A creative problem solver who desires to go above and beyond what is asked.
Preferred Qualifications
Minimum 5 years of work experience in a fast-paced, growth-oriented organization(s), specifically in an operations, customer success, project management, or other relevant role.
Experience with Salesforce Administration or Development
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 including health, dental and vision insurance, parental leave, professional development, 401k matching, generous PTO, and more.
- Opportunities to connect with and learn from colleagues and partners around the world
- Salary range: $59K - $65K; a final offer will be dependent upon a candidate's location, skills and experience.
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.