Customer Success Associate

Organization
Dobility, Inc.
Location
Remote (Africa or Europe time zone)
Job Type
Full-time
Contact Information
https://workable.com/j/485CCC1C9A
Tags
Full-time

Here at Dobility, we are committed to exceptional support for SurveyCTO users. To that end, we are looking for an energetic and entrepreneurial individual to join our efforts to grow our business and achieve our social mission. Although we are still a start-up, our product, SurveyCTO, has already been used by thousands of teams in over 150 countries, and is growing rapidly.

For this position, we are looking for somebody to join our customer, training, and support team. A pillar of our growth and a core part of our mission is not just to provide a great product, but also to provide incredible support and service; we are growing our team to improve our efforts on that front. The ideal candidate will have prior experience collecting data in offline settings – and using SurveyCTO or Open Data Kit to do so – but that is not required.

Communications, capacity-building, and training experience is also a plus, but not required. The same goes for experience in a start-up.

Responsibilities:

– Strengthen our customer relationships and support our existing users by responding to user questions and support requests.

– Develop and improve content for the SurveyCTO online support center.

– Moderate the community user forums.

– Assist with webinars and in-person trainings.

– Leverage knowledge of users’ experience with SurveyCTO to provide feedback to the product development team about usability bottlenecks, improvements, and feature requests.

This position can be remote (we are a global team – current Dobility staff live in Africa, Asia, Europe, and North and South America) but will best suit candidates based in Africa or Europe, as we are looking to increase our support coverage in these time zones.

About the organization:

Dobility, the company behind SurveyCTO, was founded by Dr. Christopher Robert, an early tech entrepreneur and CTO who left technology to live overseas, train in economics and public policy, then research and teach at Harvard’s Kennedy School of Government. His experience on the ground made him realize that the research and development sectors badly needed better technology to gather and manage data. Dobility’s mission is to help ensure that high-quality data is affordable, so that more decisions are based on good data (vs. bad data or no data).

Dobility differentiates itself in the market by providing unmatched reliability, affordability, and customer support. It is a fast-moving company with a motivated team that has spent time in the field to understand customers’ pain points first-hand.

About the product:

SurveyCTO is a survey and data-collection platform designed for the specific demands of doing research in developing countries and other challenging settings. It can be used online or offline, on web, tablet, or phone. Most often it’s used by surveyors in the field to perform guided interviews with survey respondents (“Computer Assisted Personal Interviews”). It protects against fraud by recording how long surveys take, audio recording when suspicious behavior is flagged, and employing statistical algorithms to look for anomalies in the data. It’s also an extraordinarily flexible platform that allows for advanced survey logic, pre-loading existing data into survey questions, and automatically merging incoming data into back-office applications like Excel or Stata.

SurveyCTO has been used to collect millions of survey submissions in over 150 countries by organizations such as the World Bank, Save the Children, Clinton Health Access Initiative, Innovations for Poverty Action, and many others.

REQUIREMENTS

– Very experienced using SurveyCTO, Open Data Kit, or similar platforms for collecting data offline, preferably in a range of developing-country contexts.

– Strong writer and communicator in English.

– Knowledge of the field research and/or international development spaces, especially monitoring and evaluation.

– Fast learner, able to independently problem-solve.

– Detail-oriented (e.g., cares that complement and compliment are different things; and notices that ‘$ {fieldname}’ has a space between the dollar sign and the curly bracket).

– Obsessive about doing high-quality work.

– Preference for working in a fast-paced start-up environment.

– Passionate about improving the world through one’s work.

BENEFITS

Dobility offers competitive salary and benefits packages. The specifics will depend on the location and the applicant’s level of prior experience.