Role Overview

• We are seeking a Head of Customer Support to establish and lead a lean but high-impact support function. You will be the main point of contact for hospitals, NGOs, and enterprise clients using MLH and other TC4A solutions. This role is hands-on: you’ll manage onboarding, training, and support processes while gathering feedback to improve the platform.

Key Responsibilities

• Manage customer onboarding, training, and ongoing support.
• Provide responsive assistance through chat, email, and phone.
• Create and maintain FAQs, guides, and self-service tools.
• Collect and analyze customer feedback to improve user experience.
• Serve as the voice of the customer in product and business discussions.
• Build and scale simple processes, with potential to lead a small team over time.

Qualifications and Skills

• Diploma or Bachelor’s degree (any field: business, IT, healthcare).
• 3–4 years in customer support, client success, or related roles in SaaS, digital health, or tech-driven platforms.
• Strong communication, empathy, and problem-solving skills.
• Familiarity with CRMs or helpdesk tools is an advantage.
• Experience in healthcare or e-learning sectors is a plus.

Preferred Traits

• Customer-first mindset with excellent interpersonal skills.
• Comfortable in a startup environment: resourceful, agile, and proactive.
• Ability to manage multiple tasks with attention to detail.

Why Join Us?

• Impact healthcare and education across Africa.
• Be part of a fast-growing, mission-driven team.
• Competitive salary aligned with market rates.