4,281 Customer Centric Approach jobs in Kenya

• Lead, mentor, and manage a team of remote customer support representatives.
• Develop and implement strategies to enhance overall customer experience and satisfaction.
• Establish and monitor key performance indicators (KPIs) for the support team, such as response time, resolution time, and customer satisfaction scores.
• Analyze customer feedback and support data to identify areas for improvement and implement corrective actions.
• Develop and maintain comprehensive support documentation, knowledge bases, and FAQs.
• Oversee the effective management of customer inquiries across multiple channels (email, phone, chat, social media).
• Implement and optimize customer support tools and technologies.
• Collaborate with product and engineering teams to resolve technical issues and provide customer insights.
• Train and onboard new support staff, ensuring they are equipped with the necessary skills and product knowledge.
• Foster a culture of exceptional customer service and continuous improvement within the team.

We are looking for a part-time/half day client experience manager to support an influencer management agency. The Talent Experience Manager ensures that every creator represented by the agency

feels seen, supported, and valued. Acting as both a concierge and a connector, this person

safeguards the overall experience for our talent community ensuring that every touchpoint

reflects the agency's values of excellence, care, and clarity. They are the agency's

emotional pulse checker and operational bridge, making sure that creators not only feel good

about working with us but are guided through a seamless, professional, and elevated process

at every step.

Your Role in a Nutshell

You'll be the agency's go-to connection for talent - a trusted point of contact who makes sure every interaction feels personal, clear, and cared for. You'll act as both listener and problem-solver: offering support, collecting feedback, and turning insights into actionable improvements and thoughtful moments of care that make every experience seamless and meaningful.

Role Objective

To elevate the end-to-end customer experience through proactive communication, operational excellence, and meaningful relationship-building that reinforces the agency's commitment to premium, people-centered management.

Key Responsibilities

• Conduct light "drive-by" check-ins with clients to maintain a pulse on sentiment, engagement, and satisfaction.

• Identify recurring feedback trends and report insights weekly to the Director of Operations.

• Coordinate milestone recognitions, birthdays, anniversaries, and surprise-and-delight moments that strengthen client relationships.

• Celebrate wins across the roster - gathering success stories, positive feedback, and sharing them internally.

• Review each client's Basecamp project weekly to ensure tasks, timelines, and approvals are current.

• Flag incomplete deliverables or missing uploads to the appropriate manager or campaign lead.

• Confirm campaign folders, briefs, and assets are properly uploaded and organized in Google Drive and Basecamp.

• Monitor daily communication channels to ensure all talent messages receive acknowledgment within 24 hours.

• Maintain a weekly pulse report summarizing sentiment, wins, opportunities, and red flags.

• Partner with Operations to maintain organization and accuracy across all talent spaces.

Skills & Qualifications

• Exceptional written and spoken English with the ability to communicate clearly and professionally with U.S.-based clients.

• 4+ years of experience in client relations, communications, or hospitality preferred.

• Strong emotional intelligence and discretion when handling sensitive information.

• Detail-oriented, proactive, and calm under pressure with excellent organizational habits.

• Based in Kenya (preferred) with the ability to work half days aligned with U.S. Eastern Standard Time (EST).

Deliverables & Expectations

• Daily: Monitor inboxes and communication platforms; ensure no open talent requests are missed.

• Weekly: Deliver a Talent Pulse Report summarizing sentiment, wins, and areas of improvement.

• Monthly: Conduct Basecamp audit across all active talent; identify process inefficiencies or gaps.

• Quarterly: Present recommendations to Operations and Leadership for improving the talent experience.

If this sounds like you - if you're someone who finds joy in building relationships, bringing calm to busy days, and creating exceptional experiences for others - we'd love to hear from you. Send your application to

• Develop and execute comprehensive customer experience strategies across all touchpoints.
• Lead, coach, and mentor a remote team of customer support representatives and team leads.
• Establish key performance indicators (KPIs) for customer service and monitor performance against goals.
• Analyze customer feedback (surveys, reviews, support tickets) to identify trends and areas for improvement.
• Implement and optimize omnichannel support solutions, including live chat, email, phone, and social media.
• Develop and deliver engaging training programs for the customer support team.
• Manage customer escalations and ensure timely and satisfactory resolution of complex issues.
• Collaborate with product and marketing teams to ensure customer insights are integrated into business strategies.
• Champion a customer-centric culture throughout the organization.
• Maintain and update knowledge base articles and support documentation.
• Stay current with industry best practices and emerging trends in customer service and experience management.

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 6 years of progressive experience in customer service management, with a strong focus on customer experience.
• Proven track record of improving customer satisfaction scores and loyalty metrics.
• Experience managing remote customer support teams.
• Expertise in customer service software and CRM platforms (e.g., Zendesk, Salesforce Service Cloud).
• Strong understanding of omnichannel support strategies and tools.
• Excellent leadership, communication, and interpersonal skills.
• Demonstrated ability to analyze data, identify insights, and drive data-driven decisions.
• Proficiency in developing and delivering training programs.
• Experience with customer feedback and survey tools.
• Ability to manage multiple priorities and thrive in a fast-paced, remote environment.

We are looking for a Customer Experience Manager - Mobility to join our Mobility team as we scale up and drive digital and financial inclusion across our markets.
As our Customer Experience Manager - Mobility, you will be responsible for developing and executing strategies that deliver seamless, customer-centric experiences across all Mobility Retail outlet service touchpoints.

You will ensure seamless end-to-end motorbikes onboarding, proactively identify and address customer needs, maintain consistent service standards, and use feedback to drive continuous improvement.

By leveraging data insights, process innovation, and cross-functional collaboration, you will enhance customer satisfaction, build brand loyalty, and strengthen our organization's competitive edge.

About Us
In this role, you will be at the forefront of transforming our customer experience across all Mobility Retail outlets. Your primary focus will be maintaining End-to-End Motorbike Onboarding across all retail outlets, ensuring our customers receive exceptional service from the moment they walk through our doors. You will monitor and improve key customer satisfaction metrics including CSAT and NPS scores, using sophisticated feedback mechanisms to identify service gaps and opportunities for enhancement.

Working collaboratively with IT, marketing, product, and sales teams, you will align customer service strategies with broader business goals while designing, testing, and documenting new processes that improve mobility customer onboarding and service delivery. You will develop and deliver comprehensive staff training programs on retail customer service best practices, product knowledge, and process protocols, ensuring our teams are equipped to deliver world-class service.

Your analytical skills will be put to excellent use as you establish and monitor Service Level Agreements (SLAs) to ensure timely and effective customer query resolution, while analyzing customer feedback to generate actionable reports for leadership decision-making. Additionally, you will oversee budget preparation, vendor payments, and financial operations related to M-KOPA Mobility Retail functions, building and maintaining strong vendor relationships.

This is an on-site role, you would be working from our offices in Kenya, partnering with a diverse group of employees from our different markets and locations. You will be reporting to the General Manager while leading a team of Mobility Customer Experience Officers and Mobility Field Service Officers.

Expertise
We are looking for a seasoned professional who can lead, coach, and mentor teams while fostering a high-performance culture through continuous feedback, training, and professional development.

You should have a bachelor's degree in business administration or a related field with 7+ years of experience in customer experience management, retail operations, or related roles.

Your demonstrated ability to lead and train teams with a focus on performance improvement, combined with excellent communication and stakeholder engagement skills, will be essential for success in this role. Technical proficiency in MS Office Suite, Google Suite, and CRM systems (e.g., Freshdesk) is required, along with strong problem-solving ability and a track record of driving data-driven improvements.

Being fluent in both English and Swahili is essential for this role, as you will be working directly with diverse customer bases and team members.

If you thrive in a fast-paced environment where continuous improvement and customer-centricity are at the heart of everything we do, and you are passionate about building exceptional customer experiences that drive business growth, this could be the perfect opportunity for you.

Why M-KOPA?
At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.

Join us in shaping the future of M-KOPA as we grow together. Explore more at
m-
.

Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 5 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.
Important Notice
M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.
M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.
M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for 'recruitment fees', 'processing fees', 'interview fees', or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.
Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.

We are a fast‑growing fintech organisation operating across the EMEA region, offering (digital banking / payments / lending / crypto / cross‑border remittance) services. Our mission is to deliver outstanding customer journeys, build trust and deliver value to customers in multiple markets. As we scale, we are seeking a high‑calibre Customer Experience Manager who will lead our customer‑facing experience in EMEA from onboarding through retention, across local languages and cultures

Location: EMEA region (remote or hybrid)

Reports to: Head of Customer Experience / Head of Operations

Employment type: Full‑time

Nationality / Work‑permit requirement: Open to non‑local candidates who hold valid work authorization for the designated EMEA region (or willing to relocate and obtain).

.

As the Customer Experience Manager for EMEA, you will take ownership of the customer journey end‑to‑end for our region. You will lead efforts to design, measure and improve the customer experience across all touch‑points (onboarding, support, product interaction, retention). You will partner with product, operations, marketing, growth and data teams to drive customer satisfaction, loyalty and operational excellence. Being a non‑local hire is acceptable and expected: we value diversity of experience, global / cross‑regional mindset and the ability to adapt to the EMEA context.

• Attend, Map, analyze and optimise the customer journey across the EMEA region: onboarding, usage, support, retention, and advocacy.
• Lead the development and implementation of CX standards, policies and procedures tailored to local markets within EMEA.
• Monitor customer feedback (via NPS, CSAT, customer interviews, reviews) and derive insights to drive improvements.
• Collaborate with product & engineering teams: act as "voice of the customer", feed customer insight into product prioritisation, feature improvements and usability enhancements.
• Measure operational metrics (response times, resolution times, first‑contact resolution, churn/retention, upsell behaviour) and build dashboards/reports for senior stakeholders.
• Manage, coach and develop the customer experience team (or partner with shared service/support centre) in EMEA—setting performance targets, reviewing performance, hiring/training staff.
• Ensure compliance with regional regulatory, privacy and KYC/AML requirements as they affect customer experience flows.
• Build and embed localization in customer journeys: language, culture, payments methods, local regulatory nuance.
• Drive cross‑functional initiatives to improve UX, reduce friction, increase self‑service, automation, and continuous improvement processes.
• Support escalation management: handling high‑severity customer issues and ensuring root‑cause reviews and long‑term fixes.
• Act as change‑agent: evangelize a customer‑centric culture across the organisation.

• Experience in fintech startup or scale‑up environment.
• Understanding of regulatory / financial crime / KYC/AML frameworks in EMEA.
• Experience with multilingual customer support or shared‑services centres.
• Familiarity with product‑led growth, self‑service design, and automation in support.
• Experience with retention / lifecycle management strategies.
• Comfortable working remotely or across time‑zones.

• This role may require occasional travel within the EMEA region.
• Because we are hiring for a non‑local candidate, relocation support may be available (to be discussed).
• Must be legally eligible to work in the given EMEA jurisdiction or willing to relocate and obtain necessary permit.

If you like, I can tailor this further for a specific country in EMEA (e.g., UK/Ireland, Germany, UAE) or for a more senior (Director) or more junior (Associate) level. Would you like me to do that?

• Bachelor's degree (Business, Marketing, Economics or similar); a Master's or MBA is a plus.
• 5+ years of experience in customer experience, customer success, operations or support functions — ideally within fintech, financial services, payments or digital banking.
• Proven track record managing CX/Support teams (preferably across multiple markets or languages).
• Strong analytical capability – comfortable working with data, metrics, dashboards and reporting.
• Familiarity with CRM/ticketing platforms (e.g., Zendesk, Salesforce Service Cloud), and other CX tools.
• Experience working within or managing across the EMEA region (or other multi‑regional remit) and understanding of localisation challenges (languages, culture, payments/regulations).
• Excellent communication skills—written and verbal in English; proficiency in additional EMEA languages (e.g., French, German, Spanish) is highly desirable.
• Ability to work with ambiguity, adapt quickly, set priorities, and implement structure in a fast‑growing fintech environment.
• Strong leadership presence, customer‑centric mindset, and ability to influence cross‑functionally.

• Competitive salary and bonus structure (region‑dependent).
• Remote/hybrid working flexibility across EMEA.
• Opportunity to shape the customer experience for a high‑growth fintech.
• Equity or share‑option scheme.
• Professional development and career progression in an international environment.
• Exposure to diverse markets across EMEA and opportunities for travel.

• Respond to customer inquiries and resolve issues promptly and efficiently across various communication channels.
• Provide clear, concise, and accurate information regarding products, services, and policies.
• Troubleshoot customer problems and guide them through effective solutions.
• Document all customer interactions and resolutions in the CRM system with meticulous detail.
• Identify recurring customer issues and provide feedback to internal teams for process improvements.
• Proactively engage with customers to ensure their needs are met and their experience is positive.
• Escalate complex or sensitive issues to appropriate departments or senior team members.
• Contribute to the development and maintenance of support documentation and FAQs.
• Maintain a high standard of professionalism and empathy in all customer interactions.
• Achieve and exceed key performance indicators (KPIs) related to customer satisfaction and resolution times.

• Previous experience in a customer service, customer support, or call center role.
• Excellent written and verbal communication skills.
• Proficiency in using customer support software and CRM systems.
• Strong problem-solving and critical-thinking abilities.
• Ability to remain calm and professional under pressure.
• Empathy and a genuine desire to help customers.
• Strong organizational skills and the ability to multitask effectively in a remote environment.
• Familiarity with various communication platforms (email, chat, phone).
• A proactive and self-motivated approach to work.
• This is a fully remote role supporting customers for our client in Embu, Embu, KE .

• Handle complex and escalated customer inquiries via phone, email, and live chat.
• Provide exceptional customer support, resolving issues effectively and efficiently.
• Identify and analyze customer feedback and trends to suggest service and product improvements.
• Document all customer interactions and resolutions accurately in the CRM system.
• Develop and maintain a deep understanding of the company's products and services.
• Collaborate with cross-functional teams to address customer concerns and ensure timely resolution.
• Assist in training and mentoring new customer service representatives.
• Contribute to the creation and updating of knowledge base articles and support documentation.
• Proactively engage with customers to ensure satisfaction and build strong relationships.
• Champion the customer's voice within the organization, advocating for their needs and concerns.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Minimum of 4 years of experience in customer service, technical support, or a related role, with at least 1 year in a senior or escalated support capacity.
• Proven ability to handle difficult customer situations with professionalism and empathy.
• Excellent verbal and written communication skills.
• Strong problem-solving and critical-thinking abilities.
• Proficiency in using CRM software and customer support platforms.
• Ability to work independently, manage time effectively, and meet performance metrics in a remote environment.
• A genuine passion for providing outstanding customer experiences.
• Experience in the e-commerce industry is a plus.