Customer Success Representative

ABOUT DREAMSTART LABS
DreamStart Labs is a social impact technology startup headquartered in the United States. Our mission is to help people in developing countries realize their dreams of a better life. We deliver world-class mobile and cloud solutions that help these amazing dreamers break the cycle of poverty through entrepreneurship, financial inclusion, and smart investments.

ABOUT DREAMSAVE
Our flagship product is an award-winning mobile app called DreamSave. It runs on a smartphone and is used by bookkeepers of savings groups to manage every aspect of a group. Today, groups use paper ledger books to record savings and loan transactions for their group. DreamSave acts as a ?digital ledger?, replacing paper and ensuring accurate record-keeping. Individual members can also use DreamSave to view their savings groups and see their balances at any time.

ROLE DESCRIPTION
As our Customer Success representative, you will serve as the primary presence of DreamStart Labs in the LATAM market. You will report to the Regional Manager based in Uganda and work closely with our partner staff members and local savings groups in the LATAM Market. Your responsibilities will be divided into a few main areas:

Training ? You will be the primary person responsible for training the local partner staff on how to use DreamSave, including setting up groups, running meetings, answering questions, and troubleshooting problems.

Support ? The most important aspect of your role will be supporting our partners and our groups with excellent service as they use the DreamSave app. This will require being highly responsive when questions arise and helping to resolve them quickly. Some of these problems will require simple user education, while others will involve troubleshooting technical issues and working with the DreamStart Labs team to ensure users get a resolution promptly.

Represent DSL?The Customer Success Representative will act as our business representative in LATAM, occasionally speaking or presenting at conferences, workshops, stakeholder meetings, and sometimes on local radio and television programs or advertisements. The Customer Success Representative must be professional and enthusiastic about DreamStart Labs and our products in all interactions with current and potential clients and other stakeholders.

Translation ? Preferably, the Customer Success Rep should be fluent in speaking and writing in Spanish, on top of English. Throughout this role, there may be a need to translate materials for training or support purposes. When this is needed, we may ask you to translate materials for the local market or record videos in a local language for local partners and groups.

DESIRED SKILLS & EXPERIENCE
The ideal candidate will have a good cross-section of the following skills and experience:

Passionate believer in our mission to help people in need
Great people skills, with a proven ability to solve problems
Ability to remain calm and patient in stressful situations
Mindset of friendly service and supportive mentoring
Excellent trainer with good communication skills
High integrity and hard working with less supervision
Good project planning and project management skills
Good skills with Android smartphones and is very comfortable using them
Comfortable using web-based tools for collaboration, support, and working from home
College degree strongly preferred
General knowledge of savings, lending, and microfinance

LOCATION OF ROLE
We prefer someone located in or near Tegucigalpa, Honduras, or Guatemala City, Guatemala. However, the right candidate will need to have the flexibility to travel within all LATAM regions. It will also be important to be connected with our internal team, partners, and end-users. To be successful, you will need to attend internal team meetings, be active on our Slack-based workspace, ask questions and share your ideas and experiences, attend field training in person when possible, and visit groups when possible to learn from them and make sure they feel like they are getting excellent service.