Product Specialist & Support Lead

 

Who we are

Frontline is an innovative social enterprise, with an expertise in and passion for using technology to help organizations around the world improve their workflows and communications, save time & money and generally grow their mission. We’re a product company so at our heart is Frontline our cloud-hosted messaging management and automation platform.

We currently have tens of thousands of users in 200+ countries, reaching millions of people across industry, geography, and enterprise. We provide a blend of software and consulting services, supporting successful companies that leverage our technology, experience, and brand to build value.

That’s where you come in.

 

Who You Are

You’re the one your friends and family turn to when something isn’t working - you’re a problem solver, especially when it comes to technology. You also care about helping people help themselves, and you know clear, easy solutions to complex problems are the way. Simplicity is something you value. That said, you know the problems technology can solve aren’t simple and you’re looking to make a difference You know that helping important organizations use messaging can do just that.

You love to dig in on new tools and approaches, designing, testing, and deploying new approaches to solving challenges. You’re a good writer and documentation is important to you. You know that the key to growth is making complex things feel easy. That said, you also know that tech is new for a lot of people, and you enjoy supporting them as they figure it out - especially because it helps you understand what we can do better.  

 

What you’ll do

We’re looking for a new team mate to help them support their users, current and future, in harnessing the full power of their incredible message automation system.  Some of the regular and mission critical things we need you to do:

  • Lead on user support and explaining the app to prospective customers

  • Help users to plan their bespoke workflow automation, and design, test and deploy these  in Frontline

  • Work with the team, especially the Client & Community Lead, to run client consulting projects

  • Specify custom workflow development and manage project estimates

  • Support existing bespoke automations

  • Highlight gaps in our docs and fill them with good writing, supported by and working with the tech team

  • Identify, research, and design UX improvements and ideas with the product owner

  • Build a user acceptance testing (UAT) process for our product development , coordinating with our development team

  • Manage support tickets as part of the wider support team, our various support processes, and ongoing client relationships

  • Feed into the marketing and sales process with product insights and customer feedback

  • Lead in-person or video conference training sessions

  • Identify and support customers who would benefit from added support, features and training

 

The Things We’ll Like About You

  • You are tech savvy and ‘get’ how web apps work and how they can help and hinder processes

  • You have experience training and supporting people using tech products, and overcoming the technical and non-technical barriers interests and drives you

  • You’re interested in the whole user experience, from face-to-face meetings to remote product work to documentation and in-app signaling.  

  • You have some understanding of web languages like JS and CSS, and more detailed knowledge of the basics like HTML and MarkDown

  • Some understanding of languages other than English is a bonus

  • Lots of experience writing user support docs and client communications

  • You love ‘DIY’ automation tools like Zapier/IFTTT, and are proud to set up a new workflow that optimises your processes and allows us to do things you and your team previously couldn’t

  • Watching how people use web apps and respond to messages is interesting to you, and you are familiar with processes and tools that help you effectively feed back learnings from our users’ experience of the app into future improvements

  • Extra bonus points if you know about digital analytics, data science, and/or graphic design

 

Even more reasons to come and join!

  • The Product Specialist and Support Lead is based full time in our Nairobi office

  • We’re a small team mostly based in Nairobi, with a few of us in the US and UK.

  • We're a 10 year old organization in perpetual beta. We look and act like a startup, always encouraging new ideas, maintaining a flat management structure, and offering lots of autonomy

  • For the right client you may have a chance to travel, so have your passport ready

  • Health insurance

  • Flexible working hours based around common sense and your out of work needs

  • We’ll provide a nice laptop for you

  • We work hard together, and you'll have always have the invite to join lunches, happy hours, and off-site adventures - or not, as works for you

  • Competitive (commensurate with your experience) salary and generous annual leave allowance

 

Apply!

If this sounds like you, we’d love to talk to you! Contact us on join-the-team+support@frontlinesms.com with:

  • An introduction to who you are and why you’d be a good fit at Frontline

  • A CV (Tip: we prefer CVs that are only 2-3 pages at most, focusing more on projects and achievements,  rather than those featuring large lists of acronyms and certifications - this way it’s much easier for us humans to read and understand just how great you are!)

  • With an email subject ‘Product Specialist and Support Lead’

LOVE THIS ROLE BUT NOT RIGHT FOR YOU?

Networks are powerful and we’d love to reward anyone who shares this job advert with someone that is perfect for this job. If you refer someone who joins us in this role we’ll say thanks with KSh50,000 when they pass their probation.