Junior Operations & Customer Success Consultant

Company overview

PataGig is a Kenya-founded marketplace that brings together job seekers, freelancers, and skilled tradespeople with people and businesses looking to hire them. The platform supports a broad mix of work, including home services, skilled trades, professional assignments, and longer-term career opportunities. Its goal is to make it easier for talented Kenyans to find fair work, reduce dependence on referrals, and simplify the hiring process for both sides.

The company is driven by the belief that every Kenyan has a skill worth valuing and should have access to meaningful opportunities to use it. Its wider mission is to strengthen the country’s workforce and support career growth through better access to work.

Role summary

The Junior Operations & Customer Success Consultant is a full-time remote position focused on helping users and keeping platform operations running smoothly. You will be the first point of contact for customer questions, assist new users as they join the platform, and help solve issues tied to profiles, listings, and bookings.

This role also involves tracking operational performance, spotting repeated issues, and escalating more complex matters to senior colleagues with clear notes and context. You will work closely with the product and operations teams, share user feedback, improve internal processes, maintain support documentation, and contribute to FAQs and help content. A proactive approach to user engagement and retention is also part of the job.

Key responsibilities

• Respond to user questions and support requests in a timely, professional manner.
• Guide new users through onboarding and help them get set up on the platform.
• Assist with resolving issues related to profiles, service listings, and bookings.
• Monitor operational metrics and look for patterns in recurring user problems.
• Escalate complex cases to senior team members with complete and well-organized documentation.
• Share customer feedback with product and operations teams to improve workflows and the user experience.
• Keep internal knowledge resources, FAQs, and support materials current and useful.
• Maintain accurate records in support systems and related tools.
• Reach out proactively to users to improve satisfaction, engagement, and retention.

Requirements

• Strong ability to work with customers, build engagement, and support satisfaction.
• Good analytical thinking to interpret user information, identify trends, and suggest improvements.
• Excellent written and verbal communication skills for clear interaction with users and internal teams.
• Basic account management ability to support ongoing relationships with users, partners, or business accounts.
• Capability to work independently in a remote setup, manage time well, and juggle multiple tasks carefully.
• Comfort using digital work tools such as CRM or helpdesk systems, collaboration platforms, and spreadsheets.
• Previous experience in customer support, operations, or customer success is helpful but not mandatory.
• Interest in digital marketplaces, the Kenyan labor market, and expanding access to work opportunities across communities.

What we offer

• A competitive salary for a paid role.
• Fully remote work from anywhere in Kenya.
• Hands-on exposure to real users from the start, without a prolonged shadowing period.
• Direct access to the founding team, with your input helping shape the product roadmap.
• Meaningful ownership of marketplace health and visible impact from your work every day.
• The opportunity to contribute to a mission-driven platform that expands economic opportunity for Kenyans across all skill levels.

Additional information

This is a full-time remote role based in Kenya. No specific application deadline, salary amount, notice period, or number of openings was provided in the source.