Who are we and what do we stand for?
1. Our story
Launched in 2013 by Moulaye and Kadry as a side project to help a friend’s mother, they understood quickly that there was room for opportunity for distribution through the web for African culture.
With an outsourced MVP, they saw the first orders coming and they decided to dedicate themselves full time to this growing project. With the coming of Luc, in 2016 they focused on Tech and Product and then launched Afrikrea, the marketplace, and Boom… a growth of 8% per week doubling our revenue every quarter and multiplying our revenue 10 times every year!
After several fundraisings, a move to Abidjan, the coming of the first team members, and a strong partnership with DHL, Afrikrea became the number 1 African eCommerce exporter.
Since starting, we enabled over 50m$ of transactions in175 countries!
2. The transition to Anka
In 2020, rich in these years of experience in direct contact with sellers and as entrepreneurs serving entrepreneurs, we understood that the challenges of the sellers were deeper than those solved by the marketplace, Afrikrea. The sellers faced specific African issues such as the lack of visibility globally, the difficulty of shipping products worldwide from Africa, and the complexity of payments between international and local ways. To resolve these needs that exceed the perimeter of a simple marketplace, they decided to create Anka.
Anka, powered by Afrikrea, is the all-in-one solution for sellers of products « Made of Africa » (fashion, art, food, or beauty…) to sell from anywhere, ship worldwide, get paid faster on international or local African payment methods, and easily manage their businesses. Our new vision is clear: Export Africa by building the future of selling globally!
In January 2023, we raised 15 million euros from top-tier investors (including the co-founder of Alibaba) and it’s the reason why we are looking for the right people to help us achieve this vision. Lately, we completed that round with a $5m extension from leading DFIs like the IFC and Proparco, setting us up for even higher raises and levels in the coming years !
Few KPIs about Anka
1. General KPIs
- 20K + sellers in 46 African countries
- 50+ million dollars of transactions in 175 countries
- 1M+ visits each month
- 7500+ new products each week
- 1200+ messages exchanged each day
- A team of 40+ members passionate about this vision, diverse, experienced, working in full remote (since day 1), and very cool!
2. Specific KPIs for Customer Support
- 4h maximum of response time on Helpscout
- 50 tickets well managed per day
What are we looking for?
1. Context of the team and vision of the job
Under the responsibility of Sidoine, our Customer Experience Lead, you’ll work in a team of 4 smart and badass people. The vision of this team is to increase our sellers' satisfaction.
In regular contact with Community Teams (Account Management & Community Management) and our sellers, your role will be to answer efficiently our seller’s requests and needs.
2. Your challenges (if you accept them…)
- Handling sellers' and buyers' concerns by email via the Help Scout tool
- Greeting or contacting sellers by phone to get their feedback
What will you need to succeed?
In terms of hard & soft skills (Mandatory):
- Good knowledge of written/spoken English & French
- Knowledge of e-commerce and/or call center operations
- Have worked in BtC or BtB customer relationships
- Organised
- 100% Available
- Empathetic, supportive & caring
- Commercial spirit
What we have to offer
1. A competitive salary alongside with a Ivorian Long-Term contract or consultancy contract
2. A health insurance for you and your family
3. Significant Employee Stock option plan
4. 30 days paid holidays per year
5. Our culture “Teamwork, Determination, Accountability, Curiosity”
- Teamwork - Alone you go fast, together we go far, empathy is key.
- Determination - Keep trying until you deliver.
- Accountability - Say it, own it, do it!
- Curiosity - Sharpen your skills.
6. Our work-from home policy ( 100% remote since Day 1)
You have the freedom and flexibility to work from everywhere which implies asynchronous and structured communication (thanks to Basecamp) but also flexibility, autonomy, and discipline.
7. The possibility of growing quickly within the organisation, as this is a new role and you can build and set the foundation from the ground. There are plenty of opportunities for you to grow in different areas of your career.
Our hiring process
- A technical test to validate your technical skills
- A 45-minutes interview on Zoom with Kadry, our COO and/ or Sidoine, our CX Lead to validate the fit with our needs.
- A 30 minutes interview with Marina, our Head of People & Culture to validate your fit to our culture and ways of working.
Key information about this position
- Start date of this position : ASAP
Our rituals
General
- The AHOM : Our weekly meeting
- 1-week meet up once a year in an African all together
Specific per department
- Weekly team meetings
Our Diversity and Inclusion Policy
We're ANKA. We truly embrace diversity and inclusion. All qualified applicants will receive consideration for employment without regard to color, religion, sex, national origin, sexuality, disability, or any other characteristic.
If you want to be truly yourself, work from where you want but also work in an organization with an international impact, Anka is the right place for you !