{"id":264599,"url":"https://alion.io/job/turaco-customer-operations-associate-tanzania","title":"Customer Operations Associate - Tanzania","company":{"id":57587,"name":"Turaco","domain":"turaco.insure","url":"https://alion.io/company/turaco","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":25,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Operations","role_family":"Operations","seniority":null,"employment_type":"contractor","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Nairobi, Kenya"],"countries":["KE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"WhatsApp","optional":false}],"status":"live","first_seen_at":"2026-08-10T09:14:31Z","employer_posted_date":"2026-09-07","last_verified_at":"2026-11-06T03:00:15Z","board_verified":true,"closed_at":null,"days_open":87,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":87},"description":"About Turaco\nIt is existentially urgent to figure out a way to insure people who are not insured. Turaco’s mission is to free people from the fear of financial shocks. Our 25-year goal is to insure a billion people, doubling the number of people insured in the world.\nTuraco is a high-growth, well-capitalised fintech start-up in Africa that brings a new innovative insurance model to emerging customers. Turaco offers subscription-based insurance for the mass market bundled with regular transactions that people are already doing. Turaco works through partners to provide affordable insurance products that add real value to people’s lives. At Turaco, we value simplicity, communication, and transparency and strive to transform how insurance works. When it comes to claims, our goal is to make the process as simple as possible and pay out fast.\nTuraco embraces diversity and inclusion in the workplace - we’re building a team where our differences complement each other and make us stronger. We prohibit discrimination and harassment of any kind based on race, colour, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic.\nSince launching in February 2019, Turaco has cumulatively insured 4 million customers to date. Over the next 24 months, we are on track to triple in size, and we’re looking for team members who can grow with us. To learn more, visit www.turaco.insure\nAbout the role\nThe Customer Operations Associate will report to the Customer Operations Lead. As we launch our operations in Tanzania, this role will be based in Kenya while exclusively serving the Tanzania market, using our Kenya office as a strategic operational hub. The ideal candidate must be Tanzanian, whether currently living in Kenya or Tanzania. Candidates currently based in Tanzania must be willing to relocate to Kenya for the role.\nThe Customer Operations Associate is Turaco's direct point of contact with our customers and is accountable for what those customers experience. This contact reaches customers through several channels, including phone, WhatsApp, other approved digital channels, and in person in the field. The Associate is expected to work across all of these channels, explaining insurance products, benefits, and payment methods clearly; guiding customers through claims accurately and on time; and spending regular, planned time at partner branches and in the communities our customers come from, supporting partner teams and bringing back insights from the field.\nWhere Turaco's approved AI tools support customer and claims work, the Associate will be expected to use these tools while also checking and reviewing their output before it reaches a customer, and escalating recurring errors to help improve the tools over time.\nThe role covers the full breadth of Customer Operations work, and this breadth is central to the position rather than incidental. Claims administration, customer surveys and Voice of Customer activities, outbound and IVR campaigns, backlog clearance, and partner engagement are all core responsibilities. The Associate is expected to be able to take on any of these activities and move between them as Customer Operations priorities require, with the appropriate training, tools, and support provided.\nRoles and responsibilities\nContact Center\n •Explain product features, benefits, eligibility, claims requirements, and otherrelevant information to potential and existing customers.\nRespond to customer inquiries through phone, WhatsApp, and other approved\ncustomer support channels.\nUnderstand and strive to meet or exceed agreed Customer Operations service\nlevels and performance metrics.\nLearn and maintain strong knowledge of all relevant Turaco products and\npartnerships.\nRegister and update customer information accurately in TACO and other\napproved systems.\nAddress customer inquiries relating to products, policies, claims, and customer\nsupport within agreed timelines.\nRespond efficiently and accurately to customers, provide clear solutions, and\nensure customers feel valued.\nFollow up on unresolved customer issues and escalate cases that cannot be\nresolved at first contact.\nMaintain accurate notes and records of customer interactions.\nSupport inbound and outbound customer campaigns as assigned.\nCustomer Engagement and Outbound Activities\n•Contact customers for onboarding, education, product awareness, claimsfollow-up, and other approved Customer Operations campaigns.\nSupport upsell or cross-sell activities where these form part of an approved\ncustomer campaign.\nFollow up on initial customer contacts where further action is required.\nUse approved scripts while adapting communication appropriately to the\ncustomer's needs.\nMeet agreed activity, response and completion targets for assigned campaigns.\nSupport customer surveys, feedback collection and other Voice of Customer\nactivities.\nSupport IVR and other customer communication campaigns, including follow-up\nwhere required.\nClaims Administration\n\nInitiate, investigate and process claims reported by customers.\nCommunicate with customers, next of kin, medical service providers, partners and\ncolleagues to obtain information required to process claims.\nFollow up on missing claims documentation and help customers understand what\nis required.\nReview claim information, policy details and supporting documentation in line with\napproved claims processes.\nSupport claims assessment and settlement decisions in line with approved\nguidelines and authority levels.\nKeep claims records, notes and statuses accurate and up to date in TACO.\nFollow up on aged, pending and stuck claims and escalate blockers promptly.\nSupport claims verification activities, including customer, provider or document\nverification where required.\nDetect and escalate suspected fraud or unusual claims activity while\nsafeguarding customer dignity.\nEnsure claims are handled within agreed turnaround times and Customer\nOperations service standards.Operational and Team Support\nSupport backlog clearance and other priority Customer Operations activities\nwhen required.\nWork across customer support, claims and other Customer Operations activities\nbased on workload and business priorities.\nSupport other Turaco markets or teams where additional capacity is required and\nappropriate training has been provided.\nParticipate in product launches, customer onboarding activities and operational\nprojects where Customer Operations support is required.\nRaise recurring customer, claims, or process issues to the Customer Operations\nLead for resolution.\nFollow agreed SOPs, escalation processes, and operating procedures.\nComplete assigned actions and operational follow-ups within agreed timelines.\nField and Partner Support\nParticipate in branch, partner, agent, DSR, Loan Officer or customer field activities\nas required.\nSpend regular, planned time at partner branches and offices, and in the\ncommunities where Turaco customers are based.\nTrain, coach and support partner staff at their own locations on Turaco products,\ncustomer handling and claims documentation requirements.\nObserve firsthand where claims get stuck or where customers struggle with Turaco\nprocesses, and bring those findings back to the Customer Operations Lead so that\nthey can be addressed.\nSupport product and claims education during approved field engagements.\nAssist with customer sensitisation, surveys, customer follow-up and feedback\ncollection during field visits.\nCapture and escalate customer, agent and partner feedback identified during\nfield activities.\nSupport post-launch and refresher activities where required.\nTuraco will provide the required approvals, logistics and reasonable resources for\nassigned field activities.\n\nQuality, Performance and ComplianceMeet agreed Customer Operations performance standards, including service\nlevels, productivity, claims turnaround time and quality measures.\nMaintain accurate customer, claims and operational records.\nParticipate in QA reviews, coaching, refresher training and product knowledge\nassessments.\nApply feedback from QA and coaching sessions to improve performance.\nEscalate customer, fraud, compliance, legal or operational risks promptly.\nMaintain confidentiality and handle customer information in line with Turaco\npolicies and applicable requirements.\n\nKey Performance MeasuresPerformance will be assessed using relevant Customer Operations measures, which may\ninclude:\nCustomer response and resolution turnaround times.\nInbound call service levels.\nWhatsApp service levels.\nClaims turnaround time.\nClaims processed per associate.\nAged and pending claims.\nQuality assurance scores.\nCustomer satisfaction and feedback.\nAccuracy of TACO and customer records.\nCompletion of assigned campaigns and follow-ups.\nAttendance and schedule adherence.\nCompletion of agreed actions and operational tasks.\nCompletion of agreed field visits and field engagement plans.\nCompletion, timeliness, and quality of assigned AI output reviews and QA checks.\nCorrect and consistent use of approved AI tools.\n Role FlexibilityCustomer Operations requirements may change as Turaco introduces new products,\npartners, systems, tools, and ways of serving customers.\nThe Customer Operations Associate may therefore be required to support differentCustomer Operations activities from time to time, provided that the work remains\nreasonably connected to customer service, claims, customer engagement and\nCommercial Operations, and that the appropriate training, tools and support are\nprovided. There is no fixed split of time between the activities.\nField engagement carries no standing expectation of overnight travel. Where anactivity would require an overnight trip, it will be planned in advance, and no one is\nexpected to take it on where personal or family circumstances do not allow. 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