Customer Support Agent - Outbound

Job Summary

We’re looking for a proactive, tech-savvy, and results-oriented Customer Support Agent - Outbound to join our team. This is a metrics-driven, outcome-oriented role focused on engaging high-potential sign-ups, converting them to premium users, and ensuring they are fully onboarded on Bumpa. Your success in this role will be measured by your ability to help merchants realize the value quickly on our platform while building lasting relationships. To excel, you will need excellent interpersonal skills, a combination of product knowledge and consultative abilities, a knack for building relationships, outstanding communication skills, and the ability to translate technical features into practical benefits for our merchants. As the first point of contact for many merchants, you’ll play a vital role in their success by providing a seamless onboarding experience, proactively addressing their needs, and ensuring they are equipped to use Bumpa’s tools effectively. At Bumpa, we want our merchants to brag about the genuine care, timely response, and overwhelming support they enjoy in addition to our dope app. We’d like the excellent service we deliver to our merchants to be one of Bumpa’s major selling points (like Zappos and Amazon). We expect you to embody this same passion and dedication.

Job Details

• Proactively reach out to new high-potential sign-ups via phone and email, focusing on driving conversion to premium plans.
• Conduct product demonstrations and training sessions to highlight Bumpa’s features and benefits.
• Build trust and rapport with merchants through clear, empathetic communication and a customer-first approach.
• Guide merchants in setting up their accounts, profiles, and configurations for optimal use.
• Collaborate with the Support team to resolve any technical issues encountered during onboarding.
• Ensure that all users, from small to high-growth merchants, are comfortable and proficient in using all features effectively.
• Work closely with merchants to understand their goals and objectives and help them quickly achieve their first value milestone.
• Monitor and track merchant progress, ensuring they utilise the platform to its full potential.
• Evaluate and analyse Bumpa onboarding trends weekly and report the same weekly/monthly/quarterly.
• Work with cross-functional teams (Support, Account Management) to optimize onboarding strategies and improve key performance indicators.

Requirements

• This is an entry-level role requiring 0-2 years of experience.
• A Bachelor’s degree in Business, Marketing, Communication, or a related field (or equivalent experience).
• Enthusiastic, self-starter with a passion for helping businesses succeed.
• Experience in customer success, onboarding, account management, or sales is a plus but not mandatory.
• Strong interpersonal skills and the ability to build trust and connect with a diverse range of people.
• Exceptional communication skills (both verbal and written), with the ability to explain concepts clearly, concisely, and empathetically.
• Metrics-driven mindset with a proven ability to meet and exceed performance goals.
• Detail-oriented, organized, and capable of multitasking in a fast-paced, outcome-oriented environment.
• Familiarity with tools like Freshdesk, CRM software, Slack, and Google Suite is a plus.

Benefits

• Competitive salary
• Paid annual leave
• Full extended medical benefits
• A supportive and collaborative internal culture
• Diverse, smart, and talented co-workers
• A collaborative, fun work environment where laughing and learning to go together
• Growth opportunity to same and other roles

About Company

Bumpa

https://getbumpa.seamlesshiring.com

Bumpa is redefining commerce in Africa by building the infrastructure that is powering digitalcommerce on the continent for small business owners (SBOs).