Customer Support & Retention Intern

Role: Customer Support and Retention Interns

Product: Hisa

Location: Nairobi, Kenya

Duration: 3 month contract

About the Role

We are looking for proactive, customer-focused, and detail-oriented interns to join our Customer Support and Retention team. The interns will assist customers with inquiries, account-related issues, and platform usage while supporting customer engagement and retention initiatives. The role involves responding to customer inquiries through calls and other communication channels, collaborating with internal teams through Slack, following up on unresolved issues, and reaching out to inactive customers to understand their challenges and encourage continued use of the platform.

• Future Growth: High-performing interns may have the opportunity to transition into a full-time role.

What You’ll Do

• Respond to customer inquiries through WhatsApp, email, live chat, and phone calls, as assigned.
• Assist customers with account registration, onboarding, verification, deposits, withdrawals, stock trading, order management, and other platform-related inquiries.
• Provide accurate information and clear guidance to help customers resolve their issues.
• Monitor assigned tickets, follow up on pending cases, and escalate complex issues to the relevant teams.
• Keep customers informed of progress and ensure timely communication until their issues are resolved.
• Maintain a professional, empathetic, and customer-friendly tone in all interactions.
• Reach out to inactive or disengaged customers through approved communication channels to understand their challenges and encourage re-engagement.
• Follow up with customers who have experienced issues that may prevent them from using the platform.
• Identify common reasons for customer inactivity, dissatisfaction, or reduced platform usage.

What We’re Looking For

• Currently pursuing or recently completed a diploma or degree in Business Administration, Communications, Finance, or a related field.
• Strong written and verbal communication skills.
• Good interpersonal skills and a customer-first mindset.
• Strong problem-solving, organizational, and time-management skills.
• Basic computer literacy and comfort using digital communication tools.
• Willingness to learn Freshdesk, Slack, and the company's internal systems.
• Ability to multitask, prioritize tasks, and work collaboratively in a fast-paced environment.
• An interest in fintech, investments, or digital financial services is an added advantage.

You’ll Thrive in This Role If You Have

The ideal candidate is proactive, empathetic, organized, and eager to learn. They should enjoy helping customers, be comfortable communicating through calls,  digital channels, and understand the importance of timely follow-ups, accurate ticket management, and positive customer relationships in driving customer satisfaction and retention.

• Customer service and relationship management.
• Clear and professional written communication.
• Attention to detail and accurate ticket documentation.
• Effective follow-up and issue tracking.
• Ability to recognize customer pain points and identify opportunities for re-engagement.
• Familiarity with Freshdesk and Slack is an added advantage; training will be provided where necessary.

Key Performance Indicators (KPIs)

• Timeliness and quality of customer responses.
• Accuracy and completeness of Freshdesk ticket documentation.
• Adherence to ticket prioritization and escalation procedures.
• Timely follow-up and resolution of outstanding customer issues.
• Quality and consistency of customer engagement and retention outreach.
• Customer satisfaction and feedback.
• Compliance with company policies and customer data protection standards.

Why Rise?

• Opportunity to drive meaningful impact across a fast-growing pan-African fintech.
• Competitive compensation.
• Flexible work setup and supportive, mission-driven culture.
• Health insurance, paid time off, pension contributions, parental leave, and learning opportunities.
• Work with a team obsessed with excellence, transparency, and innovation.

Rise is an equal opportunity employer and we value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.