4 Bilingual Customer Support Specialists

Who are we and what do we stand for?

Our story

Launched in 3 by Moulaye and Kadry as a side project to help a friend’s mother, they quickly understood that there was room for distribution through the web for the African culture.

With an outsourced MVP, they saw the first orders coming and they decided to dedicate themselves full time to this growing project.

With the coming of Luc, in 6 they focused on Tech and Product and then launched Afrikrea, the marketplace, and Boom a growth of 8% per week doubling our revenue every quarter and multiplying our revenue times every year!

After several fundraisings, a move to Abidjan, the coming of the first team members, and a strong partnership with DHL, Afrikrea became the number 1 African eCommerce exporter.

The current situation : the transition to Anka

Anka, powered by Afrikrea, is the all-in-one solution for sellers of products Made of Africa (fashion, art, food, or beauty ) to sell from anywhere, ship worldwide, get paid faster on international or local African payment methods, and manage easily their businesses.

Our new vision is clear : Export Africa by building the future of selling globally!

In January 2, we raised 5,4 million euros from top-tier investors (including the founder of Alibaba) and it’s the reason why we are looking for the right people to help us achieve this vision.

General KPIs

• sellers in African countries
• million dollars of transactions in countries
• visits each month
• 0+ new products each week
• 0+ messages exchanged each day
• A team of team members passionate about this vision, diverse, experienced, working in full remote (since day 1), and very cool!

Specific KPIs for Customer Support

• 4h maximum of response time on Helpscout
• tickets well managed per day
• NPS Sellers (>

4 on 5)

What are we looking for?

Context of the team and vision of the job

Under the responsibility of Caroline, our Head of Customer Support, you’ll work in a team of 7 smart and badass people. The vision of this team is to increase our sellers' satisfaction.

Your challenges (if you accept them )

• Handling sellers' and buyers' concerns by email via the Help Scout tool
• Greeting or contacting sellers by phone to get their feedback
• And any missions and projects which will increase our seller's satisfaction

What you will need to succeed

In terms of hard & soft skills (Mandatory) :

• Good knowledge of written / spoken English & French
• Knowledge of e-commerce and / or call center operations
• Have worked in BTC or BtB customer relationships
• Empathetic
• Commercial spirit
• Caring

Your recruitment process

• A -minutes interview on Zoom with Kadry, our COO, to validate the fit with our needs and your cultural fit with Anka
• A technical test to validate your technical skills
• A minutes interview on Zoom with Caroline, our Head of Support, and your future manager to deep dive into your technical skills but also with Laetitia, our Head of People & Culture to validate your fit with Anka

Key information about this position

• Start date of this position : The 6th of June 2 (at the latest)
• Ivorian Long-Term Contrat

What we can offer you

Our culture is We craft, we care, we share

• We craft : Lean working which means iteration, the will to learn, continuous improvement, the hands-on aspect, the problem-solving attitude, and humility
• We care : Crazy ambition, the will to be the best, commitment, and hardworking
• We share : Authenticity, Transparency, Curiosity, Generosity, and active listening

Our work from home Policy (% remote since Day 1)

Liberty and flexibility to work from everywhere which implies asynchronous and structured communication (thanks to Basecamp) but also flexibility, autonomy, and discipline

The possibility of growing quickly within the organization

As a small startup, there are rooms for opportunities at Anka! Thanks to our quarterly evaluation and monthly feedback, you’ll know easily what areas you’ll have to improve and what you succeed in.

If you meet or exceed our expectations, there'll be the possibility in 6 months to evolve horizontally or vertically with a salary increase.

For example, for this position as Customer Support Specialist, you could evolve vertically as Team Lead.

Our perks

• Company Goodies
• International health Coverage
• The hardware of your choice (in the list defined by Anka)
• Paid Holidays : days per year
• Budget for learning ( euros per month per employee)
• Employee Stocks Option Plan
• BYOC : Bring your own Computer ( euros per month cumulable for hardware perk

General

• The AHOM : Our weekly meeting
• 1-week meet up once a year in an Africa all together

Our policy about diversity and inclusion

We're . We truly embrace diversity and inclusion. All qualified applicants will receive consideration for employment without regard to color, religion, sex, national origin, sexuality, disability, or any other characteristic.

If you want to be truly yourself, work from where you want but also work in an organization with an international impact, Anka is the right place for you!