You are currently viewing DOBILITY IS HIRING: CUSTOMER SUCCESS ASSOCIATE

We are looking for passionate, entrepreneurial individuals to join our customer success team and support our users throughout their learning and usage of SurveyCTO — a data collection platform used by thousands of teams across 165 countries.

As a customer success associate at Dobility, the role will start by building deep knowledge of our platform, our users, and assess how SurveyCTO fits into different use cases. Over time, the role will focus more on researching, identifying, and implementing projects that promote users’ success.

This position offers the opportunity to become an expert in all things related to SurveyCTO, enabling user retention, while becoming a store of product knowledge for the benefit of the company. It also offers the opportunity to retain and grow our global user base, increase our impact around the world, and make a real difference.

Responsibilities:

  • Build, manage and strengthen our customer relationships, in the context of:
    • Support our existing users by responding to user questions and support requests
    • Developing and improving valuable content for our users’ learning (e.g. writing articles, designing SurveyCTO sample forms, developing field plug-ins, etc.)
    • Moderation of the community user forums
  • Assist with webinars and in-person training
  • Support the analysis of customer success data
  • Leverage knowledge of users’ experience with SurveyCTO to provide feedback to the product management team about usability bottlenecks, improvements, and feature requests

The responsibilities listed above will also depend on your skills, interests, and goals. If there is any area of preference for you, we would be keen to hear.

Skills and experience:

  • Strong experience using SurveyCTO, Open Data Kit, or similar platforms for collecting data offline, preferably in developing-country contexts, is highly advantageous
  • Knowledge of the field research and/or international development spaces
  • Strong writer and communicator in English
  • Strong analytical skills is a plus
  • Experience with training is a plus
  • Fast learner, able to independently problem-solve
  • Detail-oriented (e.g., cares that complement and compliment are different things; and notices that ‘$ {fieldname}’ has a space between the dollar sign and the curly bracket)
  • Preference for working in a fast-paced start-up environment
  • Passionate about improving the world through one’s work

BUT PLEASE NOTE THIS: Research shows that men apply for jobs when they meet an average of 60% of the criteria, yet women and other marginalized groups often apply only if they meet every single requirement. If you believe that you could excel in this role but don’t meet all of the criteria, please apply anyway. In a cover letter, tell us about yourself and what you bring to the table. We’d love to explore whether you could be a great fit.

Benefits:

  • a 401k match*
  • healthcare insurance*
  • generous PTO
  • paid time off for volunteering
  • company matched donations to charitable organizations
  • a flexible work schedule accommodating different time zones and working styles

* U.S.-only. International team member compensation is balanced with these benefits in mind.

This is a full-time, fully-remote position

This is a remote position and candidates can choose to work from wherever they prefer, but we prefer candidates based in North or South America. We will consider excellent candidates based elsewhere.

When you work at SurveyCTO/Dobility, you make an impact

SurveyCTO is the most reliable, secure, and scalable mobile data collection platform for researchers and professionals working in offline settings.

At Dobility (creators of SurveyCTO), we’re dedicated to a social mission: to promote better research and analysis in the world by providing affordable, reliable technology that anyone can use.

Leading organizations in 165+ countries already use SurveyCTO, including the World Bank Group, Save the Children, Clinton Health Access Initiative, Innovations for Poverty Action, and many others. You can see other examples of organizations we work with on our website.

SurveyCTO facilitates important research, studies, and policies that impact people’s lives

When you work on a product like SurveyCTO, you get the unique opportunity to work at the intersection of technology and social impact. We may not be on the ground doing field research, but we’re able to facilitate this important work by ensuring global data practitioners are using the best mobile data collection product for their work. We saw this so clearly during COVID-19, when SurveyCTO was used for a variety of pandemic-related studies, to adapt projects for safety, and create new projects to adapt to the dynamic situation.

These are the principles that guide our work and the growth of our product:

  • Data security. SurveyCTO is SOC 2 Type 1 certified, and best practices in data security are baked into the product.
  • Data quality. Data collection should be transparent and carefully monitored. Quality assurance features, quality checks, and review workflows are built into the platform.
  • Usability and flexibility. Researchers and enumerators use SurveyCTO online, offline, on the web, tablets, or mobile devices. We strive to make the UI robust in functionality, but simple enough to use, so anyone — from researchers to M&E to field teams — can use the powerful platform.
  • Reliability and support. Our users deserve a product that works reliably, and to get the help they need. We provide 24/7 support to make sure that SurveyCTO creates as little stress as possible (and generally reduces stress).

We’re in an exciting moment of scaling and growth. As we scale the company, we’re able to scale our impact.

We’re a team for fast learners, independent problem solvers, and people who want to make a big impact

When you join our team, you get the opportunity to help amplify the impact we’re making on the world of research and data collection.

Here’s what existing team members love about working at Dobility:

  • You get to own projects from start to finish: from making suggestions, to executing, to evaluating
  • The passion of each team member: everyone is driven by the social mission, and driven by personal growth
  • The opportunity for growth, autonomy, ownership, and the ability to directly contribute
  • We’re growing and actively investing in our growth and scaling — it’s an exciting time to be part of this company
  • Our users deeply appreciate the technology we’re creating and improving. Every update we push responds directly to the needs of our users (and they’re always thrilled!).

Most of our team members have spent time in the field, so we know firsthand the kinds of challenges SurveyCTO users overcome on a daily basis. We’ve founded data collection consultancies in South Africa, led data collection process improvement for programs in Mongolia, and evaluated impacts of microfinance in South India.

We’ve experienced the frustrations and challenges associated with collecting large amounts of data, which is why we’re so excited about the product’s current and future capabilities.

To apply, please fill out this short online form:

Click here to apply

Dobility is an equal opportunity employer, and we value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.