Who We Are
At EarthEnable, we believe that our clients deserve our very best, that morning high-fives are the best way to start the day, and that the best ideas could come from any part of the company. We celebrate each other’s wins, learn from our setbacks, and are deeply proud of the impact we make every day. We believe that a clean, dust-free floor means more than living in a healthy home. It means pride and dignity in the place our customers most treasure: their homes. Being a part of our team means more than building floors: it means building an organization and building a better future for rural families.
What We Do
EarthEnable is transforming the way people live, by making homes healthier for families across rural Rwanda. 75% of Rwandans live in homes with dirt floors which are dusty, unsanitary, and fertile breeding grounds for parasites and germs. While replacing a dirt floor with concrete has significant health benefits (e.g. reducing diarrhea by 50% and parasitic infections by 80%), concrete is unaffordable for many who need it.
EarthEnable addresses this pressing and ubiquitous problem by selling high-quality, earthen floors that are 70% cheaper than concrete with 90% less embodied energy. Earthen floors are already prevalent in modern homes in the United States and are composed of natural materials (gravel, clay, sand, and laterite). EarthEnable trains and hires local masons to install the floors which are sealed using a proprietary drying oil that makes them waterproof, strong, and polished. In its first 9 years of operations, EarthEnable has installed nearly 30,000 floors and plasters in schools and homes, impacting 200,000 individuals, and created livelihoods for nearly 1,000 people.
In Rwanda 95% of houses are built with earth. After 9 years developing and disseminating ultra-affordable healthy building products made from earth, EarthEnable is shifting focus to design and build whole houses that are affordable for rural Rwandans. By expanding to provide houses made of all-natural materials, EarthEnable hopes to continue providing places where people can live healthy lives while reducing carbon emissions in the construction industry. EarthEnable sees this as a way to dramatically increase its impact and intends to construct 63 houses on two hectares of land in Gashora by the end of 2026.
Role Purpose
The Customer Success – Repair Trainer is responsible for building the technical capability of EarthEnable Repair Masons and supporting consistent delivery of high-quality, reliable and customer focused repairs. The role combines practical training, competency assessment, field coaching and repair-quality assurance.
Working under the Customer Success Operations Lead, the Repair Trainer ensures that field teams understand and apply EarthEnable repair standards, identifies skill gaps, supports corrective coaching and feeds recurring field learnings back into Customer Success and Operations. The role contributes directly to better repair quality, fewer repeat repairs and a stronger customer aftercare experience.
Key Responsibilities
- Train and equip Repair Masons with the technical skills, knowledge and practical techniques required to deliver quality and reliable repairs.
- Design and facilitate practical, hands-on training, demonstrations, refresher sessions and coaching for new and existing Repair Masons.
- Assess Repair Mason competency through practical demonstrations, observation and field performance, and identify specific skill gaps.
- Provide structured coaching and follow-up support to masons who require additional technical assistance.
- Support the Customer Success Operations Lead in recruiting and onboarding suitable Repair Masons, including practical assessment of technical capability.
- Conduct regular field visits to observe ongoing and completed repairs and assess workmanship against EarthEnable standards.
- Identify repair-quality issues, recurring defects and training-related causes of repeat repairs, and recommend corrective actions.
- Work with the Customer Success Operations Lead to ensure quality issues are followed through to resolution.
- Maintain accurate records of training, competency assessments, field coaching, quality observations and corrective actions.
- Support the development and continuous improvement of repair training materials, job aids, checklists and practical assessment tools.
- Use field observations and customer/service feedback to improve training content and repair practices.
- Support onboarding and refresher training when new products, repair methods, standards or processes are introduced.
- Promote safe, professional and customer-sensitive behavior during repair activities.
- Build constructive working relationships with Repair Masons, Repair CSOs, Field Teams and customers while representing EarthEnable professionally.
- Contribute to a culture of accountability, continuous learning, quality workmanship and customer success.
Customer Success Accountability
- Recognize repair quality as a core part of the customer experience and ensure training is linked to measurable service outcomes.
- Help improve first-time-right repair performance and reduce avoidable repeat repairs caused by skills or workmanship gaps.
- Escalate recurring customer pain points and field quality issues to the Customer Success Operations Lead.
- Translate field learning into practical coaching and recommendations for service or process improvement.
- Support the Customer Success Operations Lead in maintaining a capable, accountable and customer-focused repair network.
Key Performance Indicators / Success Measures
- Training completion and coverage of active repair masons.
- Mason competency / practical assessment results.
- Repair quality compliance from field observations and quality checks.
- First-time-right repair performance and reduction in repeat repairs attributable to workmanship or skills gaps.
- Number and effectiveness of field coaching interventions.
- Closure of identified mason skill gaps within agreed timelines.
- Timeliness and quality of training and field-quality reporting.
- Feedback from the Customer Success Operations Lead and field teams on training effectiveness and technical support.
Qualifications & Experience
- Technical experience in installing EarthEnable products; hands-on repair experience is desirable.
- Experience designing, facilitating and/or delivering practical training and coaching sessions.
- Ability to assess practical technical skills and provide clear, constructive feedback.
- Strong communication, interpersonal and teamwork skills.
- Experience working in rural communities and field-based environments.
- Resourcefulness and creative problem-solving abilities.
- Strong attention to detail and commitment to quality workmanship.
- Positive attitude, self-starter mentality, entrepreneurial spirit, sense of humor and willingness to learn new things.
- Commitment to excellence and outstanding work ethic.
- Valid driving license (Category A) is an added advantage.
- Strong alignment with EarthEnable’s values.
Core Competencies
- Technical and practical expertise
- Training and facilitation
- Coaching and mentorship
- Quality assurance and attention to detail
- Problem solving and root-cause thinking
- Customer orientation
- Communication and relationship building
- Field adaptability and resilience
- Accountability and follow-through
Working Environment
This is a field-oriented role requiring regular travel to rural communities and repair sites. The successful candidate should be comfortable working hands-on with Masons, demonstrating repair techniques, conducting quality observations and working in varying field conditions.
