Company: Funamu
Location: Lira City, Uganda
Department: Customer Experience
Reports to: City Manager
Employment Type:  Full-time

About Funamu
Funamu is an emerging technology startup building a multi-vertical marketplace that connects customers, merchants, Delivery Partners, and Pickup and Drop-off (PUDO) Partners through a unified digital platform. We are preparing to launch our operations in Lira City and are seeking a customer-focused, organised, and solutions-oriented Customer Experience & Support Officer to assist customers and platform partners, handle complaints, and help build a great Funamu experience in Lira.

Key Responsibilities

• Customer Support – respond to customer inquiries and provide clear, accurate information.
• Complaints and Issue Resolution – document, investigate and follow up on order and service-related issues.
• Partner Support – assist merchants, Delivery Partners and PUDO Partners with operational concerns.
• Customer Feedback – collect feedback and report recurring issues to help improve the platform.
• Digital Support – assist with platform-use and communication issues and escalate technical problems where needed.
• Case Records and Reporting – maintain accurate records and prepare regular support reports.
• City Team Coordination – work with other city officers to resolve issues and ensure a smooth customer experience.

Compensation
Compensation will be discussed with shortlisted candidates based on the role’s responsibilities, qualifications, and relevant experience.

The Opportunity
The Customer Experience & Support Officer is responsible for handling customer and partner enquiries, documenting complaints, coordinating issue resolution, and ensuring that customers and platform partners receive clear, professional, and timely support.
You will serve as a local support contact within Lira City, helping resolve issues related to orders, merchants, deliveries, PUDO points, account access, and platform use.
This role supports the growth of Funamu’s presence in Lira by ensuring a positive and reliable experience for our customers and partners.

Qualifications and Experience

• A bachelor’s degree in Customer Service, Business Administration, Communications, or a related field is an advantage.
• Experience in customer service, complaint handling, service delivery, or administration is desirable.
• Strong written and verbal communication skills.
• Ability to handle difficult conversations professionally.
• Good organisational and problem-solving skills.
• Confidence using digital platforms and reporting tools. Strong English communication skills are required. •Proficiency in Langi and familiarity with Lira City and its local community are added advantages.

How to Apply
Send your CV and a brief cover letter to: careers@funamu.com
Applications are reviewed on an ongoing basis. Only shortlisted candidates will be contacted.

A multi-vertical marketplace for everyday life www.funamu.com
An equal-opportunity employer committed to inclusion, fairness, and a positive work environment.