JOB ROLE  

Role-based in Nairobi Kenya

Start date: Immediate

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Who we are: 

At SafeBoda, we are driving Africa forward by transforming transportation and delivery services to be safe, affordable, and reliable. Our platform is carefully designed to meet the needs of African consumers as a one-stop shop for transportation and on-demand services. 

Operational in Uganda and Kenya we are a venture-funded Series B company that is already having a huge impact on millions of people in Africa. Our backers include Google, Unbound, Argor (GoJek’s VC), AllianzX, Yamaha, and Beenext, among others. We have a passionate and highly engaged team of superstars based in East Africa. Together, we aim to revolutionise transport and logistics in Africa’s cities.

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Job Summary:

The Product Support Associate works with our Product team in collaboration with some of our other departments to provide technical support and assistance and act as the bridge between engineering and customer support. The role is office based.

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Key Responsibilities:

• Deeply understand all our products to support our customer and driver-facing teams in their day-to-day interactions with the SafeBoda products.
• Investigate and properly document product issues.
• Resolve daily quality issues that require technical assistance.
• Identify and share your knowledge of new tools that will help us improve product quality and innovate faster.
• Documenting and updating product support processes for the customer/driver support team.
• Escalation handling (receiving and logging escalations from customer support teams)
• Post-deployment testing (participating in release testing and reporting findings)
• Incident management basics (following SOPs, documenting findings)
• SLA adherence for assigned tickets
• Shift attendance and coverage
• Jira ticket creation with impact tagging
• Knowledge-sharing participation (bug review calls, team sessions)

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Qualifications & Key  Competencies 

• Basic understanding of SQL & software engineering principles
• Basic knowledge of how [mobile] software applications work
• An attitude of accountability and knowledge-sharing
• Demonstrated ability to work independently
• Familiarity with ticketing tools (Jira or equivalent)
• Ability to work in a shift-based schedule (since this is a practical requirement)
• Excellent communication skills
• Excellent attention to detail
• English and local languages fluency
• Knowledge of software engineering jargons such as Root Cause Analysis (RCA), Feature Flag, API Endpoint is a huge plus. 

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Benefits

1. A supportive team environment with mentorship from SafeBoda leadership 
2. Be a critical part of a team at the pinnacle of tech entrepreneurship in Africa
3. Competitive salary
4. Health insurance 
5. Business Transport Credits
6. Paid annual leave

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Company Values

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1. Community: Community drives us. We treat every driver, staff member, and customer with respect, knowing that together, we are stronger.

2. Safety: We stand for safety. We protect our drivers, passengers

3. Innovation: We challenge the status quo and create smart, practical solutions that make everyday life simpler and safer

4. Transparency: We are open-minded and candid, openly sharing our opinions without fear of judgment. We actively seek feedback on our product and performance to continuously improve.

5. Integrity: We earn trust by staying true to our values, holding ourselves to the highest standards, and delivering on our promises.

6. Collective Commitment: Everyone is encouraged to disagree while a decision is being made. However, once a decision has been made, everybody must commit to it. “I agree and I commit, I disagree 

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Ready for the Challenge? 

Send an email to recruitment@safeboda.com, attaching your CV and cover letter. Please use ‘Product Support Associate KE’  as the email subject. Only shortlisted candidates will be contacted.

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