Customer Care Representative
Job summary
AceMauri Ltd is an early-stage African digital startup building tools and platforms for creators and communities across Africa and the diaspora. We move fast, operate lean, and care deeply about what we're building. We're not a corporate — we're a small founding team looking for people who are self-starters, take ownership, and want to be part of something from the ground up. If you want a stable 9-to-5 where everything is figured out, this isn't it. If you want to be in the room where things get built — read on. This is a founding team support role — not a call centre job. You'll be the human face of AceMauri: the first person our users talk to, the one who makes sure creators actually understand the platform, and the person keeping our community clean and engaged. You'll wear multiple hats, which means no two days look alike. You need to be digitally fluent, people-smart, and the kind of person who figures things out without being told twice.
Job descriptions & requirements
WHAT YOU'LL DO
- Own the onboarding experience — verify accounts, walk new users through the platform, and make sure their first impression sticks
- Be the first line of response across all channels — email, chat, social media DMs, and WhatsApp — and resolve issues quickly and professionally
- Manage our social media presence: posting, engaging with followers, moderating comments, and handling complaints before they escalate
- Spot and connect with potential creators who'd be a great fit for the platform — you're partly community-building, not just support
- Keep an eye out for suspicious activity — fake accounts, fraud attempts, policy violations — and flag or act accordingly
- Work closely with the tech side to escalate bugs, platform issues, and user complaints that need engineering attention
- Build out our knowledge base — FAQs, guides, SOPs — so user queries get easier to handle over time
- Pitch in across ops and admin when the team needs an extra hand
WHAT YOU BRING
- At least 1–2 years in customer service, community management, or social media — startup or digital platform experience is a plus
- You genuinely live on social media — deep working knowledge of Instagram, TikTok, X, YouTube, Facebook, and WhatsApp Business, not just casual use
- Clear, confident communicator — in writing and verbally — with excellent English; Swahili is a major plus
- Basic cybersecurity awareness: you know what phishing looks like, how account compromises happen, and how to protect user data
- You're resourceful, calm under pressure, and don't need to be micromanaged
- Already plugged into creator communities online or offline — you know the space and can speak the language
- French language proficiency is an advantage
WHAT YOU GET
- Fully remote — work from anywhere in Kenya
- Competitive entry-level salary in KES, reviewed as the company grows – Direct access to founders and real influence over how this function is built – Room to grow fast — we promote from within
HOW TO APPLY
Record a short video — 2 to 3 minutes. Tell us who you are, show us your social media knowledge, and make a case for why you're the right person for this role. No scripts, no production value needed — just be real.
Send your video link (YouTube unlisted, Google Drive, or WeTransfer)
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