Customer Success Representative

**Customer Success Representative
- Remote**

DreamStart Labs is seeking a remote-based contractor to help us scale up an exciting mobile app called DreamSave in the Vietnam market. DreamSave, which targets village savings groups and informal community banks, is currently in production in multiple countries in Africa, Asia, and Latin America. This is an excellent opportunity for someone who wants to work for an exciting technology company, helping millions of people around the world achieve their dreams of a better life.

**ABOUT DREAMSTART LABS**

DreamStart Labs is a social impact technology startup headquartered in the United States. Our mission is to help people in developing countries realize their dreams of a better life. We deliver world-class mobile and cloud solutions that help these amazing dreamers break the cycle of poverty through entrepreneurship, financial inclusion, and smart investments.

**ABOUT DREAMSAVE**

Our flagship product is an award-winning mobile app called DreamSave. It runs on a smartphone and is used by bookkeepers of savings groups to manage every aspect of a group. Today, groups use paper ledger books to record savings and loan transactions for their group. DreamSave acts as a “digital ledger”, replacing paper and ensuring accurate record-keeping. Individual members can also use DreamSave to view their savings groups and see their balances at any time.

**ROLE DESCRIPTION**

As our Customer Success representative, you will serve as the primary presence of DreamStart Labs in the Vietnam market. You will report to the Regional Manager based in Uganda and work closely with our partner staff members and local savings groups in the Vietnam Market. Your responsibilities will be divided into a few main areas:

- **Training -**You will be the primary person responsible for training the local partner staff on how to use DreamSave, including setting up groups, running meetings, answering questions, and troubleshooting problems.
- **Support -**The most important aspect of your role will be supporting our partners and our groups with **excellent service**as they use the DreamSave app. This will require being highly responsive when questions arise and helping to resolve them quickly. Some of these problems will require simple user education, while others will involve troubleshooting technical issues and working with the DreamStart Labs team to ensure users get a resolution promptly.
- **Represent DSL—**The Customer Success Representative will act as our business representative in Vietnam, occasionally speaking or presenting at conferences, workshops, stakeholder meetings, and sometimes on local radio and television programs or advertisements. The Customer Success Representative must be professional and enthusiastic about DreamStart Labs and our products in all interactions with current and potential clients and other stakeholders.
- **Translation -**Preferably, the Customer Success Rep should be fluent in speaking and writing in Vietnamese, on top of English. Throughout this role, there may be a need to translate materials for training or support purposes. When this is needed, we may ask you to translate materials for the local market or record videos in a local language for local partners and groups.

**DESIRED SKILLS & EXPERIENCE**
- Passionate believer in our mission to help people in need
- Great people skills, with a proven ability to solve problems
- Ability to remain calm and patient in stressful situations
- Mindset of friendly service and supportive mentoring
- Excellent trainer with good communication skills
- High integrity and hard working with less supervision
- Good project planning and project management skills
- Good skills with Android smartphones and is very comfortable using them
- Comfortable using web-based tools for collaboration, support, and working from home
- College degree is strongly preferred
- General knowledge of savings, lending, and microfinance

**KEY SUPPORT SUCCESS CRITERIA**

Key success factors for the support part of this role will include the following:

- **Be a DreamSave Expert.**To be successful in this role, you will need to become an expert with the DreamSave app. You will spend time using the app yourself, engaging in ongoing discussions and training with the global Customer Success team, learning all the support tools, and staying current with the latest features, bug fixes, tips, and tricks. Our partners and groups in the Vietnam Market should be able to look to you as the #1 expert on how to excel with DreamSave.
- **Be Positive and Professional.**You will be the face of DreamStart Labs with our strategic partners and end-users. The way you treat our users will be a reflection of us. It is critical that our users feel loved, appreciated, and respected. Every interaction should be respectful, encouraging, and supportive. It’s not just about providing support, it’s about going above and beyond to delight our partners and end users.
- **Be Res