1,989 Customer Satisfaction jobs in Kenya

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.

Customer Experience Specialist (E-commerce & Support Platforms) - Remote

About TalentPop
At TalentPop, we believe that great customer service isn't just about solving problems—it's about building relationships. We're a remote team dedicated to helping e-commerce brands thrive by providing an exceptional customer experience. We're looking for a friendly, proactive, and tech-savvy individual to join us and help make every customer interaction a positive one.

What You'll Do

You'll Be On The Front Lines, Helping Customers And Ensuring They Have a Seamless Experience. Using Various Support And E-commerce Platforms, You'll Manage Customer Inquiries And Provide Timely, Accurate Solutions. Your Day-to-day Will Involve

• Communicating with customers via chat, email, and phone.
• Resolving issues related to orders, products, and accounts with empathy and efficiency.
• Becoming an expert on the brands you support, providing informed and thoughtful assistance.
• Collaborating with the team to maintain a high standard of service.

Who We're Looking For

We're Seeking a Reliable Professional Who Has

• At least 1 year of experience in a remote customer-facing role.
• Excellent written and verbal communication skills.
• Experience with e-commerce platforms like Shopify or help desks like Gorgias, Zendesk, or similar is a big plus.
• The ability to work independently and manage multiple tasks.

What We Offer

We value our team and are committed to your success and well-being. We offer:

• Competitive pay and performance-based raises.
• Paid time off and holiday bonuses.
• Health and dental benefits or a health stipend.
• A fully remote work environment.
• Opportunities for career growth as we continue to expand.

Remote Work Requirements

To ensure you're set up for success in this role, you'll need:

• A reliable computer or laptop (i5 processor or equivalent preferred).
• A stable internet connection (at least 15 Mbps upload/download).

When applying, use application code:
CS
Ready to Join Us?

If you're experienced in remote customer service, and excited about delivering outstanding customer experiences from home, we'd love to hear from you. Apply now and grow with a team that values your work and your well-being.

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

• Respond to customer inquiries promptly and professionally across multiple channels.
• Provide accurate information regarding products, services, and policies.
• Resolve customer complaints and issues with empathy and efficiency.
• Guide customers through troubleshooting steps and provide solutions.
• Document customer interactions, transactions, comments, and actions.
• Identify and escalate priority issues or recurring problems to the appropriate teams.
• Process orders, forms, applications, and requests as needed.
• Contribute to team goals by accomplishing related results as needed.
• Stay updated on product knowledge and company policies.
• Gather customer feedback to help improve service delivery.

• Previous experience in a customer service or contact center role.
• Excellent communication and interpersonal skills.
• Strong active listening and problem-solving abilities.
• Proficiency with computers and common software applications.
• Ability to work independently and manage time effectively in a remote setting.
• High school diploma or equivalent; some college experience is a plus.
• A dedicated home office space with reliable internet connectivity.
• Customer-focused attitude and ability to handle stressful situations calmly.

• Monitor and respond to customer inquiries across various channels, including email, chat, and social media.
• Analyze customer feedback from surveys, reviews, and direct interactions to identify trends and areas for improvement.
• Develop and implement strategies to enhance the customer experience at every touchpoint.
• Collaborate with cross-functional teams (e.g., product, marketing, sales) to address customer concerns and implement solutions.
• Create and update customer-facing documentation, FAQs, and knowledge base articles.
• Proactively identify opportunities to improve customer satisfaction and retention.
• Advocate for the customer by providing insights and recommendations to internal teams.
• Maintain a high level of product and service knowledge to effectively assist customers.
• Contribute to the development of customer service training materials.
• Track and report on key customer experience metrics.

• High school diploma or equivalent; Bachelor's degree in a related field is a plus.
• Minimum of 3 years of experience in customer service, customer success, or a related role.
• Proven ability to analyze customer data and translate insights into actionable improvements.
• Excellent written and verbal communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency with customer service software, CRM systems, and helpdesk tools.
• Empathetic and patient demeanor with a genuine desire to help customers.
• Ability to work independently and manage time effectively in a remote setting.
• Detail-oriented with strong organizational skills.
• Experience in developing customer journey maps is an advantage.

• Develop and implement comprehensive customer experience strategies aligned with business objectives.
• Lead, coach, and mentor a remote team of customer support professionals, fostering a positive and high-performance culture.
• Define and monitor key performance indicators (KPIs) for customer service, including satisfaction scores, response times, and resolution rates.
• Analyze customer feedback, data, and trends to identify areas for improvement and implement actionable solutions.
• Design and optimize customer service workflows, processes, and communication channels.
• Develop and maintain customer service policies and procedures.
• Collaborate with product, marketing, and sales teams to ensure a seamless customer journey.
• Manage and optimize customer service technologies, such as CRM and helpdesk software.
• Handle escalated customer issues and provide effective resolutions.
• Stay abreast of industry best practices and emerging trends in customer experience management.
• Develop training programs to enhance the skills and knowledge of the customer support team.
• Report on customer experience performance to senior management.

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 5 years of experience in customer service management, with a proven track record in improving customer experience.
• Demonstrated success in leading and developing remote teams.
• Strong understanding of customer service principles, methodologies, and best practices.
• Proficiency in CRM and helpdesk software (e.g., Zendesk, Salesforce).
• Excellent analytical, problem-solving, and strategic thinking skills.
• Exceptional communication, interpersonal, and leadership abilities.
• Experience in developing and implementing customer service strategies.
• Ability to work independently and manage multiple projects in a fast-paced, remote environment.
• Familiarity with e-commerce operations is a plus.

• Respond to customer inquiries and requests promptly and professionally across multiple channels (phone, email, chat).
• Resolve customer issues and complaints efficiently, aiming for first-contact resolution whenever possible.
• Gather customer feedback and insights, documenting them for analysis and service improvement.
• Educate customers on product features, services, and troubleshooting steps.
• Maintain accurate and up-to-date customer records and interaction logs in the CRM system.
• Identify opportunities to enhance the customer experience and proactively suggest solutions.
• Collaborate with internal teams to escalate and resolve complex customer issues.
• Contribute to the development and maintenance of customer support documentation and FAQs.
• Act as a brand advocate, embodying the company's values in every customer interaction.
• Participate in team meetings and training sessions to continuously improve skills and knowledge.

• Previous experience in customer service, customer support, or a related field.
• Excellent verbal and written communication skills, with the ability to articulate information clearly and concisely.
• Strong active listening and empathy skills.
• Proficiency with CRM software and helpdesk ticketing systems is a plus.
• Ability to multitask, prioritize, and manage time effectively in a remote setting.
• A positive attitude and a genuine passion for helping customers.
• Ability to work independently and as part of a remote team.
• High school diploma or equivalent required; some college or a degree is advantageous.
• Previous experience working remotely is highly desirable.