IT Customer Support Officer (Maternity cover)

Could you imagine being the vital technical link that keeps a high-impact digital platform running seamlessly across hundreds of frontline health facilities, community mobilisers, and field staff every single day?
About Tiko
Tiko is a high-growth, award-winning African nonprofit on a mission to radically transform healthcare access. Recognized as an Audacious Project awardee and one of the fastest-growing NGOs in the sector, we are committed to strengthening the potential and resilience of adolescent girls across Africa. We address the “Triple Threat” of unintended pregnancy, HIV infection, and sexual and gender-based violence by building local health ecosystems that provide stigma-free, no-cost, quality-assured services.
Our model brings together key local actors: community-based organizations (CBO) with peer mobilisers who act as health companions to girls; public and private health clinics that deliver care; and retail partners that redeem Tiko Miles -our behaviour-change incentive programme that rewards service uptake and feedback.
We invest in partners by strengthening CBO capacity, training frontline workers and providers, supporting clinic quality improvement, and compensating partners based on performance. Our technology platform connects all actors by enabling referrals, verifying service delivery, facilitating payments, and generating real-time data.
Tiko operates in six countries: Kenya, Ethiopia, Uganda, Burkina Faso, South Africa, and Nigeria, with additional offices in Portugal, the Netherlands, and the United Kingdom. For a clear overview of our work, we recommend watching this short video.
Globally, our team consists of +250 enthusiastic, international colleagues. Whether you are working from our biggest office in Nairobi, the fast-growing office in South Africa, or from home, our people are young, and our culture is global and dynamic. Our work environment is fast-paced, informal, and friendly.
We are open to remote work for this position and will happily accept applicants from Nigeria.
The Job
At Tiko, we do not just build technology—we power a fast-moving digital platform that empowers girls and young women across Sub-Saharan Africa to make positive choices for their health, well-being, and futures. As our Customer Support Officer (CSO), you are the backbone of our operational technology. You will serve as the primary, empathetic point of contact for local partners and internal field staff, ensuring that mobile app glitches, connectivity barriers, and account requests are resolved before they delay frontline care.
This is a dynamic, high-visibility role bridging technical troubleshooting, incident management, user access governance, and data analytics. Leveraging your dual fluency in English and French, you will onboard and offboard partners, maintain user documentation, monitor aggregator uptime, and translate support metrics into actionable system optimizations—ensuring our technology reliably serves the people using it on the ground.
Key Responsibilities
User Support & Bilingual Stakeholder Management
Empathetic Operations Support: Serve as the primary point of contact for our field teams who manage our healthcare partners, handling inquiries and resolving user friction in both English and French.
Onboarding & Access Governance: Coordinate secure user onboarding, offboarding, and access management through CRM systems like Salesforce, to keep platform records clean, compliant, and up to date.
Knowledge Base & Self-Service: Design, maintain, and publish user guides, FAQs, and onboarding materials to empower field partners and streamline recurring query deflection.
Technical Troubleshooting & Incident Operations
Logical Diagnostics: Perform practical troubleshooting across mobile applications, local network connectivity, and our Tiko platform to eliminate technical barriers for end users.
Structured Helpdesk Management: Prioritise and resolve incoming requests using ticketing tools like Freshdesk, driving clear SLA adherence and incident tracking.
Second-Line Escalation: Triage complex platform bugs, package concise reproduction steps for software engineering teams, and follow up until complete resolution.
Data Analytics & System Optimization
Aggregator & Uptime Management: Oversee local network aggregators to swiftly identify, fix, and communicate system delays or connectivity outages to field and programme staff.
Data & Spreadsheet Operations: Leverage Google Suite and MS Excel (using advanced spreadsheet techniques) to analyze platform usage metrics, track support performance, and optimize workflows.
Cross-Functional Alignment: Collaborate closely with internal operational departments to feed field insights and user feedback back into ongoing platform enhancements.
About You
You are an empathetic, clear-headed communicator who naturally diffuses partner frustration with clarity, patience, and wit. A logical problem-solver by nature, you combine technical curiosity with a sharp eye for detail. You excel at managing multiple competing priorities across Helpdesk queues and data spreadsheets without dropping the ball. You thrive in cross-functional team settings, value continuous professional growth, and take pride in knowing that your technical rigor directly enables young women to receive vital health services without interruption.
Requirements
Language Fluency: Native or fluent command of both English and French (written and verbal, mandatory).

Employment type
Full-Time

Work arrangement
Yes