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Job Description
Customer Success Representative, Zambia – Remote
DreamStart Labs is seeking a remote-based contractor to help us launch and scale up an exciting mobile app called DreamSave in the Zambian market. DreamSave, which targets village savings groups and informal community banks, is currently in production in multiple countries in Africa, Asia, and Latin America. This is an excellent opportunity for someone who wants to work for an exciting technology company helping millions of people around the world achieve their dreams of a better life.
ABOUT DREAMSTART LABS
DreamStart Labs is a social impact technology startup headquartered in the United States. Our mission is to help people in developing countries realize their dreams of a better life. We deliver world-class mobile and cloud solutions that help these amazing dreamers break the cycle of poverty through entrepreneurship, financial inclusion, and smart investments.
ABOUT DREAMSAVE
Our flagship product is an award-winning mobile app called DreamSave. It runs on a smartphone and is used by bookkeepers of savings groups to manage every aspect of a group. Today, groups use paper ledger books to record savings and loan transactions for their group. DreamSave acts as a “digital ledger”, replacing paper and ensuring accurate record keeping. Individual members can also use DreamSave to view their savings groups and see their balances at any time.
ABOUT DREAMSAVE IN THE ZAMBIAN MARKET
To launch DreamSave in the Zambian Market, DreamStart Labs will be working closely with the Ministry of Community Development and Social Services (MCDSS), Catholic Relief Services (CRS) and WorldVision Zambia, who support savings groups as part of their mission to help underserved populations. This role is remote, with primary work in Lusaka, Zambia, and the likelihood of quickly expanding to other Zambian regions.
Investment opportunities Zambia
ROLE DESCRIPTION
As our Customer Success representative, you will serve as the primary presence of DreamStart Labs in the Zambian market. You will report to the Regional Manager for West and Southern Africa based in Zambia and will work closely with our partner staff members and savings groups in the Zambian Market. Your responsibilities will be divided into a few main areas:

Training – You will be the primary person responsible for training the local partner staff on how to use DreamSave, including setting up groups, running meetings, answering questions, and troubleshooting problems.

Support – The most important aspect of your role will be supporting our partners and our groups with excellent service as they use the DreamSave app. This will require being highly responsive when questions arise and helping to resolve them quickly. Some of these problems will require simple user education, while others will involve troubleshooting technical issues and working with the DreamStart Labs team to ensure users get a resolution in a timely manner.

Market Development – A third area of responsibility will be working with potential partners to better understand the future market potential for DreamSave in the Zambian Market space. The most notable set of partners will be Microfinance Institutions and Banks that may be interested in linking with savings groups running DreamSave. This role may include having meetings with MFIs and other similar market partners to better understand their interest in linking with savings groups. In this case, the Customer Success Representative will be acting as our business representative, working proactively with these partners.

Translation – Preferably, the Customer Success Rep should be fluent in speaking and writing in English; local languages are an advantage. When this is needed, we may ask you to translate materials for the local market or record videos in local languages (Bemba, Lozi, Nyanja, and Tonga) for local partners and groups.
Educational Resources

DESIRED SKILLS & EXPERIENCE

The ideal candidate will have a good cross-section of the following skills and experience:

Passionate believer in our mission to help people in need

Great people skills, with a proven ability to solve problems

Ability to remain calm and patient in stressful situations

Mindset of friendly service and supportive mentoring

Excellent trainer with good communication skills

High integrity and hard working with less supervision

Good project planning and project management skills

Good skills with Android smartphones and is very comfortable using them

Comfortable using web-based tools for collaboration, support, and working from home

College degree strongly preferred

General knowledge of savings, lending, and microfinance

KEY SUPPORT SUCCESS CRITERIA
Key success factors for the support part of this role will include the following:

Be a DreamSave Expert. To be successful in this role, you will need to become an expert with the DreamSave app. You will spend time using the app yourself, engaging in ongoing discussions and training with the global Customer Success team, learning all the support tools, and staying current with the latest new features, bug fixes, tips, and tricks. Our partners and groups in the Zambian Market should be able to look to you as the #1 expert on how to excel with DreamSave.

Be Positive and Professional. You will be the face of DreamStart Labs with our strategic partners and end-users. The way you treat our users will be a reflection of us. It is critical that our users feel loved, appreciated, and respected. Every interaction should be respectful, encouraging, and supportive. It’s not just about providing support, it’s about going above and beyond with a goal of delighting our partners and end users.

Be Responsive. In this kind of role, it is important to be responsive and available when a team member, partner, or end user contacts you. For most day-to-day communications, you will need to respond the same day whenever possible. For urgent support issues, the response time may need to be quicker. For example, if a group has everyone gathered together for a meeting and there is a problem with the app, they may need someone who can answer a support call and help them while they are at their meeting. If they can’t reach our support representative during a time of need, they will not feel supported. This is especially important in the first few months when everything is new, and partners and groups are forming their first impressions about DreamStart Labs.

Be Proactive. You will be our representative in Zambian regions, so you will need to be proactive in watching what is happening in the field and keeping DreamStart Labs informed. If you see potential problems or have ideas for improvement, you should bring them to our attention ASAP. This role is not just about waiting for a task list of action items. It’s your role to be passionate about the success of DreamSave and constantly look for opportunities to help us succeed together.

Listen and Learn. When you talk with partners and users about problems or questions, your first job is to listen and make sure you understand the situation. The better you understand the situation, the better you will be able to help them. It’s also important to make sure they know we care about them and want them to succeed.

Help Solve Problems. Some users may contact you with a problem with the app or a question about something they don’t understand. In these cases, your job is to help them solve these issues as quickly as possible, working with the rest of the DreamStart Labs team.

Report Ideas, Suggestions, and Bugs. Savings groups will undoubtedly have ideas for improvements in DreamSave. Since software is always evolving, there will also be problems discovered along the way. Your job will be to collect all these ideas and issues, document them clearly in the support tools we provide, and follow up on them as needed.

LOCATION OF ROLE
We prefer someone located in Lusaka, Zambia. However, the right candidate will need to have the flexibility to travel within all Zambian regions. It will also be important to be connected with our internal team, partners, and end-users. To be successful, you will need to attend internal team meetings, be active on our Slack-based workspace, ask questions and share your ideas and experiences, attend field training in person when possible, and visit groups when possible to learn from them and make sure they feel like they are getting excellent service.
Investment opportunities Zambia
TERM OF THE ROLE
Our intent is for this to be an ongoing role in the Zambian Market space. The best way to ensure this is to delight our partners and end users. If the partners and groups you support are successful and our business grows, this role will continue as a long-term position.
TIME EXPECTATIONS
While there is no firm hourly commitment, to be successful in this role, most CS reps starting in a new country spend an average of about 30 hours a week. Some weeks it will be fewer hours and some weeks more, but you should expect to spend about this much time, on average.
COMPENSATION

Salary Range: US $350 monthly

Health benefits of up to US $700 per year

Communications stipend: approximately US $50 per month

Opportunity for performance-based bonuses based on exceptional job performance and proactive initiative-taking.

Costs for transportation, meals, and accommodation while traveling shall either be pre-arranged or be covered through an advance/reimbursement.

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Overview
We are Recruting!
Our client, a leading Grocery Store Chain, is looking for a Butchery Country Manager to join their team in Lusaka, Zambia.
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If you are interested or would like to know more, please click the link below.
Role Purpose
The Butchery Country Manager is responsible for leading and directing the entire butchery function across over 40 stores in Zambia. This includes strategic planning, operational excellence, team capability development, procurement oversight, product quality management, regulatory compliance, and the achievement of sales, margin, and shrinkage targets. The role drives the national vision for best‑in‑class butchery operations while ensuring consistent customer experience, food safety standards, and sustainable growth.

Key Responsibilities
Strategic Leadership

Develop and execute the national butchery strategy aligned with the retailer’s overall business objectives.
Lead product range planning, category performance reviews, and competitive benchmarking.
Identify growth opportunities, new product lines, and value‑added services to improve customer satisfaction and revenue.

Operational Management

Oversee butchery operations in all stores, ensuring correct implementation of processes, SOPs, merchandising standards, and HACCP requirements.
Conduct regular store visits to monitor quality, hygiene, production, staffing, yields, and adherence to safety standards.
Drive operational KPIs across sales, margins, waste reduction, shrinkage control, customer service, and inventory accuracy.
Monitor daily, weekly, and monthly performance reports and implement corrective action plans.

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Product Quality & Food Safety

Ensure all stores follow stringent hygiene, sanitation, and cold‑chain protocols.
Oversee product freshness, cutting standards, portioning accuracy, trimmings control, and packaging quality.
Work with QA teams to conduct audits and ensure compliance with Zambian food safety regulations and global retail standards.

Procurement & Supplier Management

 Collaborate with central procurement to source reliable suppliers for meat, packaging, equipment, and consumables.
Evaluate supplier performance, negotiate pricing, manage contracts, and ensure consistent supply and quality.
Monitor market prices, cost fluctuations, and implement pricing strategies to maintain competitive positioning.

Financial Performance

Develop annual budgets and financial forecasts for the butchery division.
Control COGS, labour costs, production yields, and waste to achieve targeted margins.
Analyse P&L statements and drive profitability initiatives across all regions.

People Leadership & Training

Lead recruitment, onboarding, skills development, and succession planning for butchery teams nationwide.
Implement regular training programs on cutting techniques, hygiene, customer service, and product knowledge.
Promote a culture of excellence, accountability, safety, and teamwork.

Customer Experience

Ensure all stores deliver a high‑quality customer experience through product availability, freshness, service skills, and store presentation.
Address customer complaints and implement long-term service improvement initiatives.

 
Key Competencies

Strong leadership and team management abilities
Deep knowledge of meat processing, cutting techniques, and production yields
Strong understanding of retail operations and merchandising
Excellent negotiation and supplier management skills
Financial literacy and P&L management
HACCP, food safety, and cold‑chain expertise
Problem-solving and decision-making competency
Excellent communication and interpersonal skills
Ability to work in a fast-paced, multi‑store environment

 
Qualifications & Experience

Diploma or Degree in Food Science, Agriculture, Retail Management, or related field (advantageous).
Minimum 7–10 years’ experience in butchery management within retail supermarkets.
Experience managing multiple stores or operating at regional/country level.
Strong background in production planning, quality control, and food safety systems (HACCP certification preferred).
Proven track record of achieving sales, margin, and waste‑control targets.

 
Working Conditions

National travel across all store locations.
Combination of office environment, production areas, and store floors.

Must adhere to safety, PPE, and hygiene standards at all times.
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Description:
Job Purpose
The Photocopier and Printer Technician will be responsible of installing, maintaining, and repairing photocopiers, printers, and related office equipment, ensuring optimal performance and minimal downtime. Setting up and installing new printers, copiers, scanners, and copier management software. Providing routine service and maintenance to copiers, scanners, printers, and fax machines. Providing demonstrations and customer training. Managing schedules and customer emergencies.
Summary of Key Responsibilities:

Install, configure, and set up photocopiers, duplicators, and printers, including driver installation and network (print/scan) settings.
Perform routine servicing and preventive maintenance to minimize equipment downtime.
Diagnose and repair faults such as paper jams, print quality issues, error codes, and mechanical or electrical failures.
Replace and adjust machine components (e.g., rollers, drums, fusers, feed units, sensors) and conduct testing after repairs.
Respond to urgent breakdown calls and complete repairs within agreed service timelines.
Maintain accurate records of service activities, parts used, and machine history.
Provide basic user training on proper machine usage and care.
Monitor and manage stock levels of spare parts and consumables (toner, drums, rollers, boards), and report reordering needs.

Required Key Competencies

Good communication skills
Sound technical troubleshooting and diagnostic skills
Good time management and ability to work under pressure
Excellent customer service skills
Good Teamwork and reliability
Outstanding troubleshooting and Customer Relations skills
Ability to work independently while producing an exceptional quality of work

Primary Areas of Accountability:

Qualifications & Experience

Degree or diploma in a Technical Field (electronics or related discipline is an advantage).
Must have a minimum of 2-3 years of relevant experience in repairing and maintaining photocopiers, printers, duplicators, cash counters, sorters, or similar equipment.
Must have experience with brands such as Canon, Ricoh, Konica Minolta, Xerox, Riso, Kyocera, G+D, Glory, Linksys, or equivalent is an added advantage. 
Proven experience with service and maintenance of copiers, multifunctional printers and fax machines.
Basic knowledge of electronics, mechanical systems, and computer/network setup, including USB and network printing, scan-to-email, and scan-to-folder configurations.
Strong problem-solving skills with attention to detail.
CompTIA Network+ certification will be a plus
Good communication skills with a customer-focused approach.
Valid driver’s license and willingness to travel to client sites. 

QUALIFIED & EXPERIENCED FEMALES ARE ENCOURAGED TO APPLY FOR THIS POSITION

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Description:
Job Purpose
The Operations Manager will take full responsibility for production, supplier management, profitability, compliance, and on-time delivery across this growing business within the clothing industry. Oversee warehouse, e-commerce, retail, and customer service, ensuring smooth operations and high performance. Manage resources, coordinate between departments, implement policies, and optimize processes, including budgeting, staffing, and maintaining quality standards to achieve organizational goals.
Salary insights report
Summary of Key Responsibilities:

Maximise profitability across all operational areas
Managing the day-to-day operations of the Copperbelt warehouse, working closely with the Warehouse Manager and team
Monitoring warehouse performance including dispatch, pick accuracy, returns turnaround and inventory accuracy
Managing inventory levels across all markets to minimise stockouts and excess stock
Preparing and placing purchase orders with suppliers and coordinating inbound freight
Leading preparation for monthly sales & operations planning meetings and aligning inventory planning with marketing activity
Identifying practical opportunities to improve warehouse and operational processes as the business grows
Manage and optimise retail operations to ensure efficiency and profitability.
Develop and implement strategies to enhance customer satisfaction and experience.
Oversee inventory management and ensure stock levels meet demand.
Working with the Regional Sales Manager monitor and analyse sales performance to identify trends and drive improvements.
Ensure compliance with company policies and industry regulations.
Lead and support retail teams to achieve business objectives.
Coordinate with other departments to streamline operations and communication.
Provide hands-on support, foster accountability, and drive a culture of excellence with clear expectations and structured feedback.
Oversee facilities, office, and systems maintenance, including IT tools and software, to support seamless operations in the assigned region
Working with the Regional Sales Manager to address customer complaints and claims professionally and promptly, maintaining high service standards.
Manage stock control, monthly stock takes and system accuracy
Lead, manage and discipline operational teams where required
Source new products and suppliers, and keep the Director informed on operational performance and key decisions.

Required Skills and Competencies

Excellent communication skills
Excellent leadership and team management skills.
Strong interpersonal skills
Self-driven
Good attention to detail and presentation.
Excellent negotiating skills
Strong analytical skills
Attention to detail
Stronger leadership skills
Ability to work under pressure

Primary Areas of Accountability:

Qualifications and Experience

Degree in Business Administration, Supply Chain, Operations, Business Management or any relevant field.
Must have a minimum of 5-6 years’ experience in operations, inventory management, logistics optimisation
Understanding of stock movement processes, retail and/or wholesale supply chain, and visual merchandising.
Must have operations management experience within Retail Fashion/clothing manufacturing / supplier environment will be a plus
Proven familiarity with health and safety regulations, warehouse management processes, and inventory control
Strong leadership ability with excellent supplier management capability
ERP / system proficiency will be advantageous
Must be commercially driven and results focused
Must be a member of a relevant professional body (ZIPS or CILT)

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Description:
Job Purpose
The Finance Manager will be fully responsible for managing the finance department for the group. Prepare all supporting information for the annual audit and liaise with the Board’s Audit Committee and the external auditors as necessary. The Finance Manager will also develop and maintain financial accounting systems for cash management, accounts payable, accounts receivable, credit control, and petty cash.

Summary of Key Responsibilities;

Document and maintain complete and accurate supporting information for all financial transactions
Responsible for producing monthly management accounts showing spending against budget.
Evaluate and advise on business operations including revenue and expenditure trends, financial commitments and future revenues
Responsible for producing quarterly finance reports for CEOs’ reports
Collect and analyze financial information to recommend or develop efficient use of resources and procedures, provide strategic recommendations and maintain solutions to business and financial problems
With consultation from procurement maintain office supplies by supplying stationery requirements etc to a responsible member of staff
Liaises with banks, Regional Accountants, Customers, other staff and clients.
Conduct a weekly review of timesheets and accountability diaries against expenses claims.
Compile and analyze financial information to prepare financial statements including monthly and annual accounts
Ensure financial records are maintained in compliance with accepted policies and procedures
Prepare financial management reports
Develop and maintain financial databases
Prepare for financial audit and coordinate the audit process
Oversee accurate and appropriate recording and analysis of revenues and expenses
Ensure compliance with relevant laws and regulations and integrity of financial data
Other duties as identified by the CEO are commensurate with this post.

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Required Key Competencies & Skills

Excellent Communication Skills
Accurate numeracy skills
Meticulous attention to detail
Process-driven, organised and efficient
Ability to communicate orally and in writing with people from a wide variety of backgrounds
Reliability
Ability to work independently and use your initiative
Ability to work alone and as part of a team

Primary Areas of Accountability:

Qualifications and Experience
Journalism & News Industry

Full ACCA,CIMA or CA Zambia
Degree In Finance/Accountancy
An MBA will be a plus
A Minimum of 6-7 Years experience in Finance/Accounting Preferably at Finance Manager/Head of Finance/ CFO level for a Mining, Telecoms or Insurance Company.
Must have a minimum 3+ years experience at Senior Management Level
Must be well vested in the Zambia Taxation system
Must be conversant with most accounting packages
Must be a member of ZICA

 QUALIFIED FEMALES ARE ENCOURAGED TO APPLY FOR ABOVE POSITION

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Description:
Job Purpose
The Regional Sales Manager will develop and implement strategic business plans to achieve sales targets and enhance product performance in collaboration with franchise partners. Oversee sales operations in the assigned region, focusing on increasing market share and meeting sales objectives. Monitor market trends and conduct feasibility studies to identify business opportunities and optimize product assortments for overseas markets. Guide merchandise strategies and collaborate with product teams to ensure alignment with local market demands.
Summary of Key Responsibilities:
Salary insights report

Develop and implement effective sales strategies to achieve sales targets in the northern region.
Lead, manage, and motivate the regional sales team to achieve high performance.
Build and maintain strong customer relationships to enhance customer loyalty and retention.
Monitor market trends in the retail clothing industrial and competitor activities to identify new business opportunities.
Facilitate seasonal merchandising activities and ensure timely product launches that resonate with local customers.
Maintain strong relationships with franchise partners, providing support and advice on on-site planning, market visits, and operational standards.
Conduct regular market research to gather insights on local product preferences and customer needs.
Drive cross-functional collaboration between product development, supply chain, and marketing teams to ensure seamless execution of business strategies.
Lead and mentor team members, fostering a culture of high performance and continuous improvement.
Ensuring deliveries are on time and inventories are correct for each retail store, as well as covering all sales order administration, invoicing and crediting for wholesale clients.
Oversee the processing of orders and re-orders, whilst continually updating stock levels, dealing with any queries, logistical problems, distribution management and continually visiting retail stores to give product and brand training to sales staff.
 Collaborate with cross-functional teams including marketing, product development, and customer service to ensure alignment on objectives.
Prepare and deliver sales forecasts, reports, and analyses to senior management.
Conduct regular performance reviews and provide coaching and development for sales staff.

Required Skills and Competencies

Excellent communication skills
Good interpersonal skills
Excellent negotiating skills
Strong analytical and numerical skills
Attention to detail
Stronger leadership skills
Sound Market Analysis skills

 

Primary Areas of Accountability:

Qualifications and Experience

Bachelor’s degree in business administration, sales, marketing, or any commercial field.
Must have a minimum of 5+ years of experience in sales and marketing at a Supervisory or Manager level
Sales and Marketing experience of 1-2 years in the fashion/ clothing retail industry will be an added advantage
Exposure to regional business development and franchise management will be a plus
Proven track record of achieving sales targets and driving sales growth.
Strong leadership and team management skills.
Proven ability to develop and execute strategic sales plans
Ability to analyze sales data and market trends to inform strategic decisions.
Willingness to travel within the region as required.
Must be a member of Zambian Institute of Marketing (ZIM)

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