Remote Customer Success Specialis

Role Description The Remote Customer Success Specialist is a part-time role focused on supporting participants, partners, and stakeholders engaging with AYCA23 initiatives and programs. In this role, the specialist will respond to inquiries via email, chat, and virtual meetings, providing clear information about events, registration, and participation requirements. The specialist will monitor participant feedback, track common issues, and collaborate with the team to improve processes and digital platforms. Daily tasks include maintaining support documentation, ensuring timely follow-up on open requests, and proactively guiding users to resources that enhance their experience. This role is fully remote and involves close collaboration with the communications and program teams to ensure consistent, high-quality support for all stakeholders.

Qualifications

• Strong customer service and customer support skills, with a focus on helping diverse stakeholders navigate AYCA23 programs and platforms.
• Ability to drive customer satisfaction through proactive follow-up, empathy, and solution-oriented support.
• Excellent communication skills, including clear written and verbal communication in English and the ability to adapt messages to different audiences.
• Solid analytical skills to interpret feedback, identify recurring issues, and recommend improvements to processes and user experience.
• Comfort working remotely, with reliable internet access, strong time management, and the ability to work across time zones.
• Previous experience in customer success, community engagement, or support roles, preferably in non-profit, youth-led, or climate-focused organizations.
• Interest in climate action, sustainable development, or youth advocacy within the African context.
• Relevant education or training in communications, social sciences, environmental studies, or a related field is an advantage but not mandatory.