Product Support Intern

Product Support Intern 

Location: Nairobi, Kenya 

Are you a people person who loves learning about new tech tools? Want to apply these interests and learn the essential functions of a Product Support Team for a leading Kenyan startup HR/fintech? 

Workpay is building the software rails for human resources (HR), payroll, and compliance in Africa, leading with our global HR and payroll platform for small and medium businesses. This software-as-a-service (SaaS) tool has been designed and built in Nairobi, which remains our HQ, with growing teams in Nigeria, South Africa, Tanzania, and Uganda. 

By 2050, a quarter of the world will be African. Interning at Workpay affords you the opportunity to shape innovations with the potential to enhance how this population does work, gets paid, and accesses financial services while learning in an exciting, fast-paced startup environment. 

Background 

The Product Support Team spans Kenya, and Nigeria but has a global reach. We are responsible for ensuring customer satisfaction and addressing any issues or inquiries related to the company’s products, ultimately helping customers make the most of their purchases and promoting long-term loyalty. 

Role Overview 

This is a 3-6 month internship that will provide valuable hands-on experience with key Product Support skills and responsibilities such as customer assistance, Issue resolution, Product knowledge, Feedback collection, Documentation, and continuous improvement. You will have opportunities to also collaborate and learn with the Customer Success, Product, and Finance Teams. 

Responsibilities 

• Providing exceptional customer support through various channels(phone, emails, chat).
• Assisting in troubleshooting product issues and escalating them as necessary.
• Participating in product training sessions/feature testing to develop an in-depth understanding of our products. 
• Contributing to the development of support documentation and knowledge base articles.
• Collaborating with cross-functional teams, for example, Customer Success, Sales, and Finance to resolve complex customer issues.
• Engaging with customers to gather feedback for product enhancements. 
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Benefits of the Internship 

• Hands-on experience in product support and problem-solving.
• Exposure to a dynamic, cross-functional work environment. 
• Professional development through training and mentorship.
• The chance to learn about our products/services and their impact on our customers. 
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Required Skills & Qualifications 

• Completing a bachelor’s degree in a relevant field, such as business or customer service.
• Tech savvy and passionate about software and how it can help businesses grow. 
• Fluent and confident English speaker and writer. 
• Strong organizational skills and attention to detail. 
• Have the ability to work both independently and in a team. 
• Excellent problem-solving abilities and customer-focused mindset.
• Basic Knowledge of CRM software or support ticketing systems(Preferred, but not required). 

Why WorkPay? 

• Internship stipend offered
• Career advancement through opportunities for learning and growth, priority consideration for full-time employment. 
• Working in a flexible, vibrant team environment from our fun, comfortable, modern office in Westlands, Diba Studios, or working from home with the manager's approval.
• Purpose-driven work experience.
• Ownership of your personal growth and career advancement. 

How to Apply

Please visit the job posting on our Careers Page to submit your application. We will not accept applications by email and will not discuss open roles by phone.

https://www.myworkpay.com/careers#jobs

NB: By proceeding with the application for this position, you consent to Workpay conducting a thorough background and reference check as part of our recruitment process. This will include, but may not be limited to, verification of employment history, educational background, and any other relevant information required to determine your suitability for the role.