Customer Experience Internship at CarePay
MAIN PURPOSE OF THE INTERNSHIP:
Join us for a 3-6 months program offering personal and
professional growth as you work with experienced team members. We are looking
for an intern to be part of our customer experience team.
During this time, the intern is expected to learn to
confidently and knowledgeably provide the full suite of CarePay customer
service offerings (e.g., call inquiries, frontline, and backline customer
support) to all parties contacting CarePay via the customer service hotline,
social media, and other contact modes.
The intern will provide efficient and professional service
to CarePay customers through prompt, courteous, and accurate responses to
inquiries. He / She will help maintain our existing customer base by building
customer loyalty through effective problem-solving and customer care, while
adhering to all service standards laid down by CarePay.
EDUCATIONAL QUALIFICATIONS, KNOWLEDGE & KEY SKILLS,
AND COMPETENCIES:
- Higher
Diploma in a related field
- At
least 1 year of experience in Operations or Customer Service
- Strong
customer relationship experience
- Solid
understanding of customer service and operations
- Experience
working within a customer relations environment, preferably in a call
center (working in healthcare insurance preferred)
- Typing
skills (at least 30 words per minute preferred)
- Excellent
telephone skills
- Excellent
conflict resolution skills
- Technical
skills (preferably with telephone and order booking systems)
- Excellent
communication skills, both spoken and written
- Excellent
negotiation and interpersonal skills
- Mental
alertness
- Assertiveness
Physical Demands and Working Hours:
- Willingness
to work weekends and/or night shift
- The
intern should be available for the period of the internship.
Customer Success Manager at CarePay Ltd
Role Description
The Customer Success Manager (CSM) – Kenya owns the
end-to-end success, growth, and retention of CarePay’s Kenyan client portfolio.
The role is responsible for ensuring clients derive measurable financial,
operational, and health impact from the M-TIBA platform while driving
sustainable revenue growth for CarePay.
The CSM acts as a trusted advisor to senior client
stakeholders, leads complex change initiatives, and ensures deep adoption of
CarePay’s full product offering across payers, providers, and members. This is
a senior role, positioned above Account Lead, with strategic, commercial, and
leadership accountability.
Strategic Account Ownership
- Own
overall client success, retention, and growth for assigned Kenyan accounts
- Develop
and execute account success plans aligned to client objectives and CarePay
strategy
- Lead
weekly, monthly, quarterly and annual business reviews using M-TIBA
insights
Stakeholder & Ecosystem Management
- Build
executive-level relationships with insurers, employers, private and
public-sector stakeholders
- Navigate
Kenya’s healthcare ecosystem, including providers, regulators and partners
- Coordinate
closely with the internal operational teams to ensure effective onboarding
and compliance
Revenue Growth & Product Adoption
- Drive
account expansion through member growth, scheme expansion, and module
adoption
- Lead
pilots and scale-ups of new CarePay products relevant to the Kenyan market
- Support
clients in unlocking new segments (SMEs, informal sector, retail micro
products)
Service Delivery & Operational Excellence
- Ensure
high-quality service delivery in line with SLAs and TATs
- Oversee
scheme setup, benefit configuration, and member lifecycle accuracy
- Proactively
identify and resolve operational risks (off M-TIBA usage, leakages,
provider friction)
Client Health, Impact & Change Management
- Own
client health metrics including NPS, adoption, operational performance,
and savings
- Lead
complex change initiatives from legacy systems to digital-first workflows
- Act as
escalation owner for high-impact client issues
Leadership & Internal Collaboration
- Provide
functional leadership and coaching to Account Leads, Analysts, and Support
staff
- Collaborate
with Product, Tech, Operations, Finance, and Provider teams
- Feed
Kenyan market insights into product and process improvements
Experience & Skills
- 7–10
years’ experience in customer success, account management, insurance,
fintech, or healthcare
- Proven
experience managing complex Kenyan healthcare clients
- Strong
commercial, analytical and stakeholder management skills
- Deep
understanding of Kenya’s healthcare and insurance landscape