20 Mar 2019

Sendy Jobs in Tanzania : Customer & Partner Support Country Lead

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Logistics in Africa is broken! It’s super fragmented, informal and very costly, making it difficult for small business to trade in Africa. At Sendy, we are on a mission to solve this problem. We have built the first efficient shared logistics platform for Africa that will create new possibilities for small businesses and transporters.



Obsess about the customer

  • Focus on the customers, champion and understand their needs and double up when they are delighted.
  • Provide ‘voice of the customers and partners’ to cross-functional teams, such as engineering, sales, marketing, growth, and Operations to grow partner and customer retention (engagement, adoption, and expansion).

Grow together

  • Lead, develop, engage, manage, mentor, and train your team to maximize performance and potential.
  • Manage the team to deliver on and monitor Customer & Partner Support KPIs.
  • Understand user complaints and work with Head of Product, Head of Engineering and Head of Operations to implement long-term solutions to prevent recurring complaints.
  • Define and optimize user & partner lifecycle, tracking the success of the program and help mould the product so that it achieves the user’s objectives and the product manager’s objectives.
  • Ensure effective execution of complaint root cause analysis and work with other business areas to implement improvements and controls.
  • Develop and implement a customer experience policy for a company cross borders.
  • Develop Customer / Partner Support automated systems, procedures, policies and standards

Be Flexible

  • Be a hustler and have no problem getting your hands dirty and doing the gritty work that comes along with the higher-level thinking. You thrive in a fast-paced environment.

Continuously learn and simplify processes

  • Keep ahead of industry developments and apply best practices to areas of improvement.
  • Implement systems to move the customer & partner experience away from in-person phone calls.
  • Analyze statistics and compile accurate reports.
  • Own the Sendy Experience, delivering users a Simple, Transparent, and User-Focused experience.

Be Open

  • Ensure transparent communication with all our customers and partners from the terms of conditions to updates when things break.
  • Drive a culture of being transparent within your team and the rest of the Sendy team.


  • 5+ years experience developing and delivering on customer experience strategies and management.
  • Understanding startup speed and working environment.
  • Prior experience managing cross-functional teams.
  • Problem-solver: analytical mind that can navigate obstacles on the fly in a logical and rational way.
  • Excellent and influential communication skills, using data to reinforce your positions and decisions.
  • Calmness in the face of a storm.
  • Motivate a team under pressure, with challenging timelines and targets
  • Capable of delivering against Investor KPIs and ownership of P&L
  • Highly competitive and have a unique drive to win.
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