Do you want to do work that matters? Do you want to help improve the lives of some of the most hardworking people in Africa, while also reducing carbon emissions? Do you want to use your skills to advance Africa and the Global South towards a zero-carbon future, not just to make a living? Ampersand is your answer.

About Ampersand

Ampersand is Africa’s emobility pioneer. Ampersand provides electric motorcycles and charging infrastructure (battery swap stations), uniquely tailored to serve half of Africa’s road fleet: Commercial motorcycle taxi and delivery drivers. Moto taxis are a primary means of public transport in African cities, and it is estimated that these drivers spend >$6Bn p.a. on gasoline in East Africa alone. Ampersand has developed an electric solution that is more powerful, fun to drive, and more cost-effective than the incumbent. Ampersand drivers routinely earn over 30% more income by going electric.

The company started in Kigali, Rwanda and expanded into Nairobi, Kenya in 2022. Today it has over 3,000 e-motorcycles on the road and 48 battery swap stations across the two countries. Ampersand is leading the market in quality and affordable tech, customer traction, and operational systems. The Ampersand team consists of 400+ staff drawn from diverse backgrounds and is working hard to see all 5 million taxi motorbikes in East Africa become electric by 2030. Ampersand is rapidly scaling its operations and is looking for innovative professionals who are passionate about clean energy and environmental impact to lead and contribute to our rapid growth.

Ampersand is a company that values innovation, creativity, and continuous improvement. It seeks people who are proactive problem solvers to drive results. Ampersand promotes leadership within the organization and is a place where you can grow your career as you work with some of the brightest and hard-working individuals in East Africa.

Our Values

• Customer-centric Everyday: We prioritize our customers daily, tailoring solutions to exceed expectations.
• Challenge The Status Quo Through Innovation: Our dedicated teams constantly challenge the status quo, driving innovation to enhance customer experiences and deliver solutions that go beyond expectations
• Love Solving Problems Together: Internal collaboration is our approach; we thrive on solving challenges alongside our customers.
• Stay Agile: We stay agile to swiftly meet dynamic customer needs and adapt to a changing landscape.
• Driven By People And Planet: Beyond business, we're committed to people and the planet, ensuring a positive impact.
  

About the role

As the Customer Success and Customer Experience Champion, you will be the primary advocate for our customers - the motorcycle drivers. Your role will focus on ensuring a seamless and positive experience with our products and services, fostering loyalty, and enhancing overall satisfaction. You will be instrumental in building strong relationships and ensuring our customers thrive using our solutions.

Key Responsibilities:

• Customer Advocacy: Serve as the voice of the customer within the company, ensuring their needs and feedback directly influence our services and product development.
• Experience Management: Monitor and optimize the customer journey, identifying touchpoints for improvement and implementing strategies to enhance overall satisfaction.
• Feedback Loop: Establish and maintain effective channels for customer feedback, translating insights into actionable strategies to enhance product offerings and service delivery.
• Training and Support: Develop and provide training materials and sessions for customers, ensuring they fully understand and efficiently use our products.
• Retention and Loyalty Programs: Design and implement customer retention strategies and loyalty programs that increase customer lifetime value and satisfaction.
• Issue Resolution: Act as a point of contact for customer issues, ensuring quick and effective resolution, and escalating major concerns to relevant departments.
• Reporting and Analysis: Regularly report on customer satisfaction metrics, providing insights and actionable recommendations to the leadership team.
• Keep up to KPI’s that compare how our product stands out against the competition.
• Analyze new markets as needed and create reports around customer and customer understanding.

Minimum requirements

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
• Proven experience in customer service, customer success, or a similar role, preferably in the automotive or e-mobility sector.
• Excellent interpersonal and communication skills, with the ability to engage effectively with diverse customer bases.
• Strong problem-solving abilities and a customer-oriented approach.
• Knowledge of customer relationship management (CRM) tools and practices.
• Ability to work flexibly and respond to changing business needs.

What We Offer:

• A role at the forefront of the e-mobility revolution.
• The opportunity to make a significant impact on the lives of our customers and the environment.
• Competitive salary and benefits package.
• A dynamic, innovative, and supportive work environment.

Timing

ASAP

Compensation:

A competitive compensation package commensurate with local market rates and experience including health insurance.

Job location

This role will be based in Kigali, Rwanda

📢 Important Notice:

At Ampersand, we want to emphasize that we do not charge or request any form of payment from applicants at any stage of our recruitment process. Your job application and interviews with us are entirely free of charge. If you encounter any requests for payment or fees claiming association with our hiring process, please report it to, recruitment@ampersand.solar, immediately. Your trust and confidence in our company are paramount, and we are committed to providing a fair and transparent recruitment experience for all applicants.

Locations

Kigali

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