Client Relationship Manager

About Mboyo

Mboyo is a digital platform designed to assist families in organizing funerals with enhanced clarity, transparency, and coordination. It supports families managing the farewell process, especially when loved ones are spread across multiple cities or countries. The mission is to simplify this emotionally challenging time by blending empathy, structure, and technology.

Role Overview

We are seeking a Client Relationship Manager to guide families through their journey on the Mboyo platform, from registration to ongoing funeral project follow-up. As the primary human contact, you will help families navigate the platform, assist in organizing their farewell projects, respond sensitively to their needs, and ensure smooth communication throughout.

This position primarily involves remote work with occasional field visits to families when necessary.

Main Responsibilities

• Welcome and support families during their registration on the platform.
• Guide them through establishing and monitoring their funeral arrangements.
• Respond clearly, empathically, and promptly to inquiries via phone, WhatsApp, email, or video conferencing.
• Clarify how the platform operates and advise on best usage practices.
• Maintain regular check-ins regarding families' needs and project progress.
• Update records related to requests, key milestones, and communications.
• Escalate sensitive or complex situations when appropriate.
• Build and nurture long-term trustful relationships with families.

Candidate Profile

• Strong empathy and emotional intelligence.
• Excellent listening and communication skills.
• Comfortable supporting individuals during delicate situations.
• Organized and disciplined work approach.
• Ability to operate independently while working remotely.
• Proficient with digital tools and modern communication channels.
• Experience in customer relations, support, community management, social work, or similar fields is advantageous.

Working Conditions

• Remote work setup.
• Occasional on-site visits to families as needed.
• Role requires high interpersonal sensitivity within a caring and demanding environment.