Do you want to do work that is impactful? Do you want to help improve the lives of some of the most hardworking people in Africa, while also reducing carbon emissions? Do you want to use your skills to advance Africa towards a zero-carbon future, not just to make a living? Ampersand is your answer.

About Ampersand

Headquartered in Kigali in Rwanda, Ampersand is achieving the world’s first true mass-market shift to electric vehicles, a vital tipping point in the fight against climate change, through providing electric motorcycles to moto taxis drivers in East Africa. Our electric motorcycles offer savings that can double a driver’s income, in addition to reducing carbon emissions by more than 75%. Converting just one petrol motorbike to electric is the equivalent of the carbon captured by 128 trees.

We have successfully piloted an electric motorcycle and battery swap network in Kigali, with motorcycles in daily operation for two years and nearly 2 million km traveled. We have successfully raised $4M in venture capital. We are and are ready to further develop and scale up our tech and scale our operations. This is where you come in. The team has grown from a tiny, bootstrapped R&D garage project into East Africa’s leading electric vehicle operation, with a team of 59 staff drawn from diverse backgrounds. We are rapidly scaling our operations, and we are looking for innovative professionals who are passionate about clean energy and environmental impact to lead and contribute to our rapid growth.

About the role

The Customer Services Manager will support our mission to serve our customers, the commercial motorcycle drivers, better than any company on the planet. This position will manage and process the customer complaints, and provide appropriate solutions and follow up to ensure resolution. The person will be in charge of effectively designing, implementing, and improving systems and processes for the customer service.

• Helping us serve Rwanda’s commercial motorcycle drivers better than any other company on the planet.
• Design systems of communication and feedback to ensure our customers are always heard.
• Manage and process customer complaints, provide appropriate solutions and follow up to ensure resolution.
• Create and deliver customer service training for Ampersand teams.
• Develop and monitor KPIs for customer service performance.
• Receive, log, and process customer inquiries and complaints.
• Design and execute company initiatives to maintain quality customer relationships.

Minimum requirements:

Candidates who possess the following are encouraged to apply:

• A bachelor’s degree
• At least 3 years experience in customer service design and delivery
• At least 2 years of management experience
• Ability to communicate clearly in English and Kinyarwanda
• Ability to organize and deliver training

Timing

ASAP

Compensation

A competitive compensation package commensurate with experience including health insurance.

Job location

This role will be based in Kigali, Rwanda