Require a Customer Onboarding Specialist in Nairobi, Kenya

Functional Testing and Quality Assurance

• Conduct daily functional testing of the web platform and mobile applications.
  
• Test the platform from the perspective of different users, including administrators, coaches, players, and parents.
  
• Perform end-to-end testing of key workflows before new features, fixes, and updates are released.
  
• Conduct regression testing to confirm that new changes have not affected existing functions.
  

Test real-life and edge-case scenarios.

• Test releases across both web and mobile platforms, including different devices where required.
  
• Identify, document, and reproduce bugs with clear steps, screenshots, videos, and supporting information.
  
• Maintain structured testing checklists covering all platform features and user roles.
  
• Prepare testing reports and provide clear approval or feedback before releases move from staging to production.
  
• Retest resolved issues and confirm that fixes work correctly without affecting related features.
  
• Maintain a clear understanding of the relationships and dependencies between different platform features.
  

Project Coordination

• Coordinate with the development team regarding bugs, fixes, feature updates, and release schedules.
  
• Track reported issues from identification through resolution and final verification.
  
• Help establish and maintain a structured testing and release process.
  
• Support phased releases by ensuring each update is properly tested before being made available to customers.
  
• Prioritise issues based on their impact on customers and core platform functionality.
  
• Participate in regular product and development review meetings.
  
• Provide clear updates to management regarding platform stability, open issues, testing progress, and customer concerns.
  

Customer Onboarding and Training

• Set up new customers and guide them through the onboarding process.
  
• Conduct platform demonstrations for prospective and existing customers.
  
• Train administrators, coaches, and other customer representatives on how to use the  platform effectively.
  
• Support customers during their initial implementation and adoption period.
  
• Prepare and maintain user guides, onboarding checklists, FAQs, and training materials.
  
• Create or coordinate short instructional videos covering important platform functions.
  
• Ensure customers understand the correct processes for using the platform and its various features.
  

Customer Support and Product Feedback

• Act as a key point of contact for customers requiring assistance with the platform.
  
• Respond to user questions and investigate reported issues promptly.
  
• Determine whether an issue is caused by a software defect, incorrect configuration, or  the user’s understanding of the platform.
  
• Provide practical support to customers, including on-site assistance when required.
  
• Gather customer feedback and convert it into clear product requirements or improvement recommendations.
  
• Represent the customer’s perspective when reviewing new features and platform changes.
  
• Identify recurring customer difficulties and recommend improvements to the product, onboarding process, or training materials.
  

Requirements

• Experience working with sports academies, clubs, teams, coaches, or sports management platforms.
  
• Experience with bug-tracking or project-management tools.
  
• Familiarity with staging and production environments and software release processes.
  
• Experience preparing test cases, regression-testing plans, user guides, or training videos.
  
• Experience delivering software demonstrations and customer training.
  
• An interest in sports and an understanding of how sports organisations operate would be an advantage.
  

Key Skills and Attributes

• Customer-focused and able to think from the end user’s perspective.
  
• Naturally curious and willing to explore every part of the platform.
  
• Proactive in identifying problems rather than waiting for customers to report them.
  
• Excellent communicator with the confidence to conduct demonstrations and training.
  
• Patient, organised, and methodical.
  
• Strong problem-solving and analytical skills.
  
• Accountable and consistent in following issues through to completion.
  
• Passionate about learning the platform and becoming its internal functional expert.