Embracing the Unplanned Journey: A Year in Operations Support at Cadana

In this episode of Inside Cadana, we had a conversation with Esther Prah, the operations support representative at Cadana. Esther's role is a dynamic mix of customer support, KYC reviews, and data analysis for the product team.

We explore her unexpected journey into the customer support field, memorable experiences at Cadana, and what makes working here so exciting. Esther shares insights for those interested in a career in operations support and offers a peek into her professional growth, all with a touch of humor.

Can you describe a typical day in your role at Cadana? What are your primary responsibilities?

I work as the operations support rep, a typical day includes tasks from customer support to KYC reviews to analyzing customer support data for the products team's use and many other exciting ops tasks.

What inspired you to choose a career in your field, and how did you end up at Cadana?

Well, I always knew that I wanted to work in management and in an international setting but certainly not in customer support - I mean, I was the “mean customer” before.

In my previous role, I was given the opportunity to step in for a colleague who was going on leave after my internship ended. I'd say I stumbled into support, actually. It wasn't exactly in my career plan but now I love it and I am challenged every day.

I got into Cadana when I was looking for a place for my national service year in Ghana. I was very particular about finding a firm that would give me much flexibility and a colleague recommended Cadana.

Could you share a memorable experience or accomplishment from your time here that you're particularly proud of?

Mmm, every day brings a memorable experience, to be honest. One thing I am proud of is how much I have learned in the past year at Cadana. Everyone's so helpful and that makes the job feel easier sometimes.

In your opinion, what is the most exciting aspect of working at Cadana?

The people! Everyone at Cadana is fun and passionate about their work. My favorite aspect would be interacting with colleagues.

What's a little-known fact about your job or industry that you think our audience might find fascinating?

Maybe not as fascinating but an extremely closer and effective collaboration between support and product teams = more wins.

What tools or technologies do you rely on to excel in your role, and how have they transformed the way you work?

Working in support, it is always important to stay organized so you don't miss out on follow-ups, tasks, and give feedback promptly. The Slack reminder feature has been a very helpful tool for this. My mobile’s alarm serves me well too haha. These help me to be as prompt as possible in my work.

What do you find most rewarding about your work at Cadana, and how does it contribute to your personal and professional growth?

The opportunities to contribute especially when it is not exactly in my regular role duties. This is very rewarding because I get to discover potentials that I did not think I had and it helps me to grow.

Another would be dealing with different personalities every day - This has got me working on my emotional intelligence and I am grateful for that.

How do you see your career evolving in the future, and what goals do you have for your professional development?

I believe the role in operations support is one that will remain relevant due to its nature of varied tasks at least for me. However, it is obvious that AI and other changes are impacting this role so it is important that I keep up with these.

I have a lot of goals, I may bore you with a tall list. The most important of them all is the goal to keep learning as much as possible- on the job, in the classroom, from colleagues. Every possible way.

Can you share a piece of advice for individuals interested in pursuing a career in your field?

In all your learnings, learn to be teachable. Customer support in every company can differ though the base is to assist customers and even potential customers. It is important to understand and learn from the vision and direction of wherever you work. It will help you to be better in your delivery.

It is important to understand that customer support is more than answering, escalating, and apologizing haha 😅.

Support is the unpopular PR of the company. Take it personally and never stop learning. Every day is an adventure, you literally do not know what issues you will handle and you must learn to enjoy the process.

Let's have some fun: If you had to describe your job in one emoji, what would it be, and why?

I would describe it with 👀. Because we are always looking out for customers!