0 Crm Systems jobs in Kenya

Customer Support Lead - Technical & Account Management

50200 Tuwan KES75000 Annually WhatJobs

Posted 1 day ago

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Job Description

full-time
Our client is seeking an experienced and empathetic Customer Support Lead to manage their fully remote customer service and helpdesk operations. This role is pivotal in ensuring exceptional customer satisfaction and maintaining high standards of support delivery. The ideal candidate will have a proven track record in customer service management, technical troubleshooting, and team leadership within a remote environment. You will be responsible for overseeing a team of customer support representatives, providing training, coaching, and performance management to ensure consistent service quality. Your duties will include developing and refining customer support policies and procedures, managing support queues, and ensuring timely resolution of customer inquiries and issues across multiple channels (phone, email, chat, social media). A deep understanding of our products and services is essential to provide effective technical support and guidance. You will also be involved in analyzing customer feedback and support data to identify trends, areas for improvement, and opportunities to enhance the overall customer experience. Escalation management and complex issue resolution will be a key part of your responsibilities. This position requires excellent communication and interpersonal skills, strong problem-solving abilities, and the capacity to remain calm and effective under pressure. Leadership experience, particularly in managing remote teams, is highly valued. You will foster a positive and collaborative team culture, promoting a proactive and customer-centric approach. This is an exciting opportunity to lead a vital function within a forward-thinking organization, making a direct impact on customer loyalty and business success. The **Bungoma, Bungoma, KE** region is an important operational focus, and this role will ensure our customers in and around this area receive unparalleled support, bridging geographical distances through effective remote assistance. You will be instrumental in shaping our customer support strategy and driving continuous improvement initiatives.
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Senior Customer Support Lead - Remote Team Management

20101 Nyeri Town KES280000 Annually WhatJobs

Posted 6 days ago

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Job Description

full-time
Our client is looking for an experienced and dynamic Senior Customer Support Lead to manage their customer service operations remotely. This is a fully remote position, offering the flexibility to work from anywhere while leading a dedicated team of customer support representatives. You will be responsible for overseeing all aspects of customer service, ensuring high levels of customer satisfaction and efficient issue resolution. Your duties will include setting customer service standards, developing and implementing effective support strategies, and managing the day-to-day operations of the support team. You will train, mentor, and motivate the support staff, fostering a culture of excellence and continuous improvement. The ideal candidate will have a proven track record in customer service management, with strong leadership skills and a deep understanding of customer support best practices. Experience with CRM software, ticketing systems, and other customer support tools is essential. You will be responsible for analyzing customer feedback, identifying trends, and implementing solutions to enhance the customer experience. This role requires exceptional communication, problem-solving, and interpersonal skills. You will collaborate with other departments to address customer issues and advocate for customer needs within the organization. As a remote lead, you must be highly organized, self-motivated, and adept at using virtual collaboration tools to effectively manage and support your distributed team. You will be responsible for performance tracking, quality assurance, and reporting on key customer service metrics. This is an outstanding opportunity to take on a leadership role in customer support, driving exceptional service delivery and customer loyalty for our client from a convenient remote environment.
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