Associate, Customer Success

About us:

Kiva is a global nonprofit, founded in 2005, with a mission to expand financial access and help underserved communities thrive. Kiva unlocks capital for borrowers through crowdfunded loans supported by individuals around the world. Lenders on Kiva can start with as little as $25 to support causes that matter most to them, whether that’s gender equity and support for women, refugees, climate change, small businesses, agriculture, and more. Since our founding, over two million people have invested $1.9 billion in real dreams and real opportunity, spanning more than 90 countries and 4.7 million borrowers.

As we work toward our mission, Kiva invests in building and retaining a global team of talent to add to our values-driven and digital-first culture. Our organization is supported by over 700 volunteers and 130+ full time employees dispersed around the world, as well as within team hubs located in San Francisco, Nairobi, Bogota, and Bangkok. Kiva’s team is growing as we pursue exciting new opportunities to scale our impact and create a financially inclusive world.

Kiva's values:

Impact first - This is why we exist. This is the drumbeat we march to. Every day.

Extreme ownership - Own it; you, your relationships, your impact. Insist that others support you and hold you accountable.

Be curious and bold - Never stop learning. Question assumptions. Take Risks and dream big.

Inclusion. Equity. Diversity. - Without reservation and without caveat. In our hiring, in our workplace and in our impact in the world.

Honor and integrity - Do the most right thing in the most right way. Cherish diversity and respect each other.

Love and kindness always - Say what you mean. Mean what you say. And don't say it mean. Clarity. Courage. Kindness.

Role overview:

We are seeking an organized, flexible, and motivated Customer Success Associate to engage our stakeholder communities around the world. Each day at Kiva we receive hundreds of queries from lenders and U.S. borrowers on matters important and delicate. As a highly motivated operations associate, you will assist your team in its effort to support this passionate community while maintaining and building new systems and processes to make our work scalable. 

As a Customer Success Associate, you will become an expert on Kiva and expand your knowledge of microfinance, technology, and nonprofit operations. You will become an advocate for our stakeholder communities within Kiva, working to resolve issues alongside the support team, and deepening Kiva’s engagement with our lenders and borrowers. You will gain a strong understanding of how money moves through the Kiva ecosystem and will specialize in addressing questions and concerns across a wide range of topics. You’re an excellent systems thinker and exercise superior judgment and analytical thinking, with an interest in contributing to the existing relationship between Kiva and its stakeholders. You also have an eye for simplicity that you will use to explain complex topics to our community while ensuring key details are clearly articulated. 

At this time, we can only consider applicants with authorization to work in the United States on a permanent, full-time basis; unfortunately we cannot provide visa sponsorship.

Key responsibilities include: 

Customer Success 

• Triage and respond to questions about account issues (inquiries, bug reports, etc.) from lenders, educators, and Kiva advocates 
• Resolve issues for lenders and borrowers via effective communication and swift payment processing 
• Manage and maintain Kiva’s online reputation by responding to questions and feedback on public review sites (i.e. Trustpilot, App Store, etc.)
• Collaborate with the Marketing team to review proofs and inform the support team of marketing strategies and communications impacting lenders 
• Supervise Kiva’s social media presence and ensure all relevant inquiries are addressed by support team

System/Operations

• Draft monthly Voice of Community reports using quantitative and qualitative data to provide insights to the organization and highlight key trends among Kiva’s lender and US borrower populations 
• Use data to streamline day-to-day CS operations to improve program metrics and recommend policy and process improvements
• Contribute to the knowledge management processes to maintain up-to-date help articles and training materials to address common questions for borrowers, lenders, and all social media inquirers
• Lead assigned ad-hoc operational projects for the customer success team based on team’s needs

Preferred qualifications:

• 2+ years of relevant experience or equivalent combination of education and experience
• Highly organized with an aptitude for working in a constantly changing environment and adapting to changing priorities. This means being able to take on multiple projects, prioritize effectively, manage your time to meet deadlines, and tackle work that ranges from in-depth projects to ongoing repetitive tasks
• Accountable with superior attention to detail. Able to balance working independently with good judgment to decide when to update stakeholders or escalate a problem
• Experience with and/or a belief in the importance of customer service as a foundational aspect of any business’s success. You enjoy going the extra mile to make things right and people happy
• Superior communication skills, with the ability to communicate simply and effectively to a wide range of audiences
• Tech savvy and very comfortable learning new systems and technologies

Preferred Qualifications

• A minimum of two years of work experience in a fast-paced, growth-oriented organization(s), specifically in operations, customer success, project management, marketing, or another relevant role.
• Experience working with databases and/or CRMs (experience with Salesforce strongly preferred)
• Adept at using Google Suite and Sprout Social (or similar SMM software)

What we offer:

• An opportunity to improve real lives, solve hard problems, and change the world
• Friendly, supportive, and adventurous environment with a team of engaged colleagues
• We offer a comprehensive, industry-leading benefits package that includes health, dental, and vision insurance, parental leave, professional development, 401k matching, generous PTO, and more.
• Opportunities to connect with and learn from colleagues and partners around the world
• Salary range: $59K - $68K; a final offer will be dependent upon a candidate’s location, skills and experience. 

A diverse and inclusive workplace where we learn from each other is an integral part of Kiva's culture. We actively welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a great place to work. Join us and help us achieve our mission!

We will only accept applications directly from candidates. Kiva will not be responsible for any recruiting agency fees, absent a formal agreement.