Customer Success & Operations Associate
Location
Kampala, Uganda
Employment type
Full-time
Work arrangement
Hybrid, field-based as required
Experience
1 to 3 years
Apply for this roleReporting to: Founder / Product Lead
Role mission
Ensure every Ora customer is onboarded professionally, supported consistently, and able to achieve real operational value from Ora's products.
About Ora Group
Ora Group is an African technology company building intelligent, industry-specific software platforms.
We combine software, artificial intelligence, automation, and deep operational understanding to help businesses simplify work, improve visibility, and make better decisions.
We are beginning with coffee through Ora OS Coffee, while building toward a broader portfolio of operating systems for African industry.
Key responsibilities
- Coordinate customer onboarding and product implementation.
- Schedule product demonstrations, training sessions, and customer meetings.
- Respond to customer enquiries through email, phone, and WhatsApp.
- Follow up with prospective and existing customers.
- Maintain accurate customer, lead, and support records.
- Assist customers in adopting Ora OS Coffee and related products.
- Test new product features and report issues clearly.
- Collect structured customer feedback.
- Prepare user guides, onboarding resources, and training materials.
- Support internal administration and operational coordination.
- Escalate customer and product issues appropriately.
- Help improve customer-success processes as the company grows.
Minimum qualifications
- Bachelor's degree or equivalent professional experience.
- Strong spoken and written English.
- Excellent organisation and communication skills.
- Confidence learning and explaining software.
- Strong professionalism, integrity, and attention to detail.
- Ability to work independently and manage multiple follow-ups.
Preferred backgrounds
- Business Administration
- Information Systems
- Commerce
- Procurement
- Statistics
- Computer Science
- Agricultural Economics
- Customer Service
- Operations
Experience
1 to 3 years in customer service, operations, administration, software support, account management, or a related field.
Skills and attributes
- Patient
- Proactive
- Responsive
- Organised
- Calm under pressure
- Curious
- Dependable
- Comfortable working with customers
What success looks like
- Customers are onboarded smoothly.
- Customer questions are answered promptly.
- Issues are tracked and resolved responsibly.
- Customer feedback reaches the product team.
- Records and follow-ups remain accurate.
- Customers increasingly use the product effectively.
What you will gain
- Direct exposure to how a software company is built, from product to customers to operations.
- Front-line experience with real customers in a real industry.
- The chance to shape Ora's customer-success function from its first version.
- Close working access to the founder and product leadership.
- Growing responsibility as the company and customer base grow.