Customer Acquisition & Onboarding Officer

About FikaShop

FikaShop (fikashop.app) is a business digitization platform that helps local and small businesses run smarter. With FikaShop, a business can manage orders, track finances, control inventory, generate digital menus, create invoices, and scan physical records into a digital ledger — all from one simple app. Our mission is to move businesses that operate manually or with fragmented tools into the digital age.

Role Summary

We are looking for an energetic, self-driven Customer Acquisition & Onboarding Officer to grow FikaShop's customer base and make sure every new customer succeeds with the product. You will find prospects through cold calling, direct messaging, and in-person visits to local businesses, close them, and then personally onboard them onto FikaShop through WhatsApp. You own the full journey from first contact to an active, happy customer.

This is a hybrid role: outreach and onboarding can be done remotely, but you will also spend time in the field visiting businesses face-to-face.

Key Responsibilities

Customer Acquisition:

• Identify and approach local businesses (restaurants, shops, cafes, service businesses) that would benefit from FikaShop.
• Make daily cold calls to prospect businesses and book demos or sign-ups.
• Conduct field visits — walk into businesses, pitch FikaShop, and demonstrate the app on the spot.
• Send personalized direct messages (DMs) to prospective clients on Instagram, WhatsApp, and other social channels.
• Follow up persistently and professionally with every lead until a clear yes or no.

Customer Onboarding (via WhatsApp):

• Onboard every new customer through WhatsApp: set up their account, walk them through orders, inventory, menus, invoices, and the scan ledger.
• Make sure each customer completes a first real action in the app (first order, first menu, or first invoice) within their first week.
• Assist customers to set up their own custom websites on FikaShop.
• Answer customer questions promptly and hand over complex technical issues to the product team.
• Check in with recently onboarded customers to keep them active and gather feedback.

Reporting & Feedback:

• Submit a weekly report every Friday covering all KPIs, the sales pipeline, customer feedback, and challenges.
• Keep an accurate, up-to-date record of every prospect, call, visit, DM, and onboarding.
• Share market insights and customer objections with the team to improve the product and the pitch.

Weekly Reporting

You will submit a written report covering:

• Number of new customers signed and onboarded this week vs. target.
• Activity numbers: calls made, visits done, DMs sent, demos given.
• Pipeline: prospects in progress and expected closes for next week.
• Customer feedback, objections heard, and product suggestions.
• Challenges faced and support needed.

A short weekly review call with management will follow each report.

Requirements

• Proven experience in sales, customer service, field marketing, or a similar customer-facing role.
• Confident cold caller and face-to-face communicator — comfortable walking into a business and pitching.
• Strong written communication for DMs and WhatsApp onboarding; fluent in Swahili and English.
• Comfortable with smartphones and apps; able to teach non-technical business owners how to use FikaShop.
• Self-motivated, organized, and disciplined about tracking numbers and reporting.
• Able to move around locally for field visits (own transport is an advantage).

Nice to have:

• Existing network of local business owners.
• Experience onboarding customers onto a digital product or app.
• Experience selling to restaurants, shops, or SMEs.

What We Offer

• Base salary plus uncapped commission — the more you sell, the more you earn.
• Flexible hybrid working: remote outreach plus field days.
• Ground-floor role in a growing startup with room to grow into a team-lead position as we scale.
• Direct impact: you are the face of FikaShop to every new customer.

How to Apply

Use the application form here.