Explore 11,863 Customer Service Team Lead jobs in Kenya
Manager, Call Center Operations
Posted today
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Job Description
"Improving the lives of those with chronic care diseases while providing solutions to our customers."
Looking for a new opportunity? At SuperCare Health you have the chance to reach your dreams by helping us in serving the healthcare needs of our ever-growing patient population. Matching passion with careers, here hard work has never been so satisfying.
- PLEASE NOTE THIS IS AN IN-PERSON ROLE**
Who We Are
SuperCare Health (SCH) is the foremost post-acute, in-home healthcare provider in the Western U.S., dedicated to serving the healthcare needs of our expanding patient population for nearly 50 years. Specializing in respiratory and chronic disease management, we have earned our position as a leader in the industry by delivering innovative solutions that significantly enhance the quality of life for our patients. Our unwavering commitment to excellence has established us as a trusted partner for healthcare providers nationwide.
What We're Looking For
The
Manager, Call Center Operations
will be responsible for launching and managing SuperCare Health's Call Center hub in the Provo area. This individual will play a key role in establishing a strong presence in Utah, leading the hiring, training, and development of a team of 30–50 onsite Customer Care Specialists. The Call Center Manager will ensure excellence in patient and provider support, drive operational efficiency, and deliver on key performance indicators (KPIs) aligned with company goals.
What You'll Do
Leadership & Team Management
- Build, lead, and manage a team of 30–50 Customer Care Specialists in person at the Salt Lake City hub.
- Recruit, hire, and onboard new staff to support the rapid growth of the Utah market.
- Provide coaching, mentoring, and performance management to ensure team success.
- Foster a culture of accountability, collaboration, and service excellence.
Training & Development
- Oversee training and skill development programs for Customer Care Specialists, with support from corporate resources.
- Ensure staff are fully equipped to handle patient inquiries, provider communications, and service-related calls effectively and compassionately.
- Promote continuous learning to enhance call quality, compliance, and efficiency.
Operations & Performance Management
- Establish and implement call center processes, workflows, and best practices.
- Track, analyze, and report on call center KPIs, including call volume, service levels, quality assurance, first-call resolution, patient satisfaction, and productivity metrics.
- Develop strategies to improve operational performance and deliver measurable results.
- Collaborate with cross-functional teams, including Clinical Services, Field Operations/Dispatch, and Corporate Operations, to ensure seamless patient experiences.
Strategic Impact
- Serve as the primary leader establishing SuperCare Health's call center presence in Utah.
- Partner with senior leadership to align the call center's goals with overall business objectives.
- Act as a change agent to support growth, scalability, and excellence in patient care delivery.
This role may be a fit for you if you have…
- A Bachelor's degree in Business, Healthcare Administration, or related field preferred.
- Minimum 5 years of call center leadership experience, preferably in healthcare, durable medical equipment (DME), or related industries.
- Proven track record of managing large teams (30+ employees) in a high-volume call center environment.
- Strong understanding of call center operations, metrics, and workforce management.
- Excellent leadership, communication, and interpersonal skills.
- Ability to thrive in a fast-paced, growth-oriented environment.
- Demonstrated ability to recruit, build, and retain high-performing teams.
- Proficiency with call center technology platforms and reporting tools.
Benefits
- Medical
- Dental
- Vision
- Flexible Savings Account
- 401K
- Voluntary Life Insurance
- Observed Holidays: New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Day.
Perks
- Paid Training
- Paid Time Off
- Sick Time
- Growth Opportunities
- Employee Referral Reward Program
- Employee Discount Program
Any employment proposal is contingent upon satisfactory completion of: Background Check, Reference Check(s), Driving Record (if applicable), Pre-employment Drug and TB Tests
What SuperCare Health Is About
"SuperCare Health is a comprehensive, post- acute care, respiratory services company, focused on managing high-risk respiratory patients in their homes.
Today, SuperCare health manages millions of lives annually, with a growing team of more than 400 members, and has one of the highest-rated satisfaction scores from both our customers and patients.
Our goal is to be the most trusted and preferred resource to manage high-risk, post-acute respiratory patients through our high-touch clinical team and high-tech, innovative solutions. Our end-to- end care solutions, from the hospital to the home, close gaps in care, reduce costs of care and improve outcomes. Our in-home services include ventilation, oxygen, CPAP/BiPAP, enteral nutrition, pharmacy services, and an expanding population health program.
We are uniquely structured to be a responsive and agile community provider, yet we also possess the stability and effectiveness of a large enterprise. As a thriving business, our chief focus is on what really matters: reducing hospital re-admissions, optimizing outcomes and improving the lives of patients with chronic care diseases, every day.``
Connect With Us
Company Website
Company Business Hours - 8:30 AM – 5:30 PM PST
Araceli Richardson - Jr. Recruiter LinkedIn
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Lead Customer Service & Helpdesk Manager, Technical Support
Posted 16 days ago
Job Viewed
Job Description
Our client is seeking an experienced and dynamic Lead Customer Service & Helpdesk Manager to build and manage their remote technical support operations. This role is critical for ensuring exceptional customer satisfaction and efficient resolution of technical issues. You will be responsible for leading a team of helpdesk support specialists, developing support processes, managing service level agreements (SLAs), and implementing strategies to improve customer experience. The ideal candidate will have a strong background in customer service management, technical support, and team leadership within a remote environment. Proficiency in helpdesk ticketing systems (e.g., Zendesk, Jira Service Management) and CRM software is essential. You will analyze support data to identify trends, implement proactive solutions, and ensure continuous improvement of support services. A Bachelor's degree in Business Administration, Information Technology, or a related field, coupled with a minimum of 5 years of experience in customer service or technical support, with at least 2 years in a supervisory or management role, is required. Excellent communication, problem-solving, and interpersonal skills are paramount. As this is a fully remote position, you must demonstrate exceptional organizational skills, self-motivation, and the ability to lead and motivate a remote team effectively. A dedicated home office setup and reliable internet connectivity are mandatory. Responsibilities include:
This is a unique opportunity to shape and lead a remote customer support function for a growing organization. We are looking for a customer-centric leader with a passion for service excellence and a proven ability to manage remote teams. Your strategic thinking, problem-solving capabilities, and commitment to delivering outstanding support will be key to success in this role. If you are an inspiring leader ready to build and optimize a world-class remote helpdesk, we encourage you to apply.
- Leading, coaching, and mentoring a remote helpdesk support team.
- Developing and implementing comprehensive customer support policies and procedures.
- Managing the daily operations of the helpdesk, ensuring timely and effective issue resolution.
- Monitoring and analyzing support metrics to identify areas for improvement.
- Ensuring adherence to service level agreements (SLAs).
- Collaborating with other departments to resolve complex customer issues.
- Managing the helpdesk ticketing system and associated tools.
- Developing training materials and conducting training for support staff.
- Gathering customer feedback and implementing improvements.
- Maintaining a high level of customer satisfaction.
This is a unique opportunity to shape and lead a remote customer support function for a growing organization. We are looking for a customer-centric leader with a passion for service excellence and a proven ability to manage remote teams. Your strategic thinking, problem-solving capabilities, and commitment to delivering outstanding support will be key to success in this role. If you are an inspiring leader ready to build and optimize a world-class remote helpdesk, we encourage you to apply.
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Customer Service Manager
Posted today
Job Viewed
Job Description
Company Description
Givva Wealthtech Limited, a social enterprise incorporated in Kenya, builds wealthy, genuine communities. We are a wealth technology company that empowers communities to shape their own destiny, foster trust, and maximize their potential through technology and financial information. We conduct various trainings on financial freedom and provide a mobile-app platform to help communities and their members make sound financial decisions.
Role Description
This is a full-time on-site role for a Customer Manager located in Nairobi County, Kenya. The Customer Manager will be responsible for ensuring customer satisfaction, managing customer accounts, and delivering excellent customer service. The role will require regular communication with clients, analytics to understand customer needs, and strategies to enhance client relationships.
Qualifications
- Customer Satisfaction and Customer Service skills
- Analytical Skills
- Communication skills
- Account Management skills
- Ability to work independently and manage multiple tasks effectively
- Bachelor's degree in Business, Marketing, or related field
- Experience in the finance or technology industry is a plus
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Remote Customer Success Lead - Technical Support
Posted 13 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and experienced Customer Success Lead to spearhead their remote customer support operations. In this crucial role, you will be the primary point of contact for clients, ensuring they receive exceptional service and support, thereby fostering long-term relationships and maximizing customer satisfaction. You will manage a team of remote support specialists, providing guidance, training, and performance feedback. Your responsibilities will encompass troubleshooting complex technical issues, developing and implementing effective support strategies, and creating comprehensive knowledge base articles. This position demands a proactive approach to identifying potential customer pain points and developing solutions before they escalate. You will work closely with product development and sales teams to relay customer feedback and contribute to service improvements. The ideal candidate will have a proven track record in customer service management, a deep understanding of technical support processes, and excellent communication and problem-solving skills. Proficiency in CRM software and helpdesk ticketing systems is essential. This is a remote-first opportunity, requiring a highly organized and self-motivated individual who can manage their time effectively and collaborate seamlessly with colleagues across different locations. You will play a key role in shaping the customer experience and ensuring our client's reputation for outstanding service. We seek an individual who is passionate about helping customers, possesses a strong technical aptitude, and can lead by example in a virtual environment. Your ability to de-escalate challenging situations and provide clear, concise solutions will be vital. Join us and contribute to a culture of customer-centricity, driving success through exceptional support and continuous improvement, all while enjoying the benefits of a remote work lifestyle and making a tangible difference in our clients' journey.
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3
Customer Service Lead - Technical Support
Posted 21 days ago
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Job Description
Our client, a fast-growing technology company, is seeking an experienced and motivated Customer Service Lead to manage their technical support operations. This is a fully remote position, offering a flexible work environment and the opportunity to lead a dedicated team of support professionals. You will be responsible for overseeing the day-to-day operations of the technical support department, ensuring timely and effective resolution of customer inquiries and technical issues. Your duties will include managing the support queue, assigning tickets to team members, and monitoring performance metrics to ensure high levels of customer satisfaction. You will also be involved in training and mentoring support staff, developing support documentation and knowledge base articles, and identifying areas for process improvement. A strong understanding of technical troubleshooting, CRM systems, and customer service best practices is essential. You will collaborate with product development and engineering teams to address customer feedback and technical bugs. The ideal candidate will have a Bachelor's degree in a related field or equivalent work experience, with at least 5 years of experience in customer service or technical support, including at least 2 years in a supervisory or leadership role. Excellent communication, interpersonal, and problem-solving skills are required. You should be adept at managing a remote team, fostering a positive and productive work culture, and driving continuous improvement. Proficiency in using helpdesk software and ticketing systems is a must. If you are a customer-centric leader with a passion for technology and a proven ability to deliver exceptional support experiences in a remote setting, we encourage you to apply.
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Job Description
About the Role
BrightPath Global is seeking a proactive and customer-focused Customer Service Executive to join our growing team. The successful candidate will serve as the primary point of contact for clients, providing timely support, resolving inquiries and ensuring a seamless customer experience. This position requires strong communication skills, attention to detail and a passion for delivering exceptional service.
Key Responsibilities
1. Handle incoming phone calls, emails and chat inquiries in a professional and courteous manner.
2. Provide accurate information about company products, services and policies.
3. Resolve customer complaints and escalate complex issues to the relevant departments.
4. Maintain and update customer records in the database.
5. Ensure followup with clients to guarantee satisfaction and issue resolution.
6. Prepare and share regular reports on customer feedback, issues and trends.
7. Support administrative tasks related to customer service operations.
Qualifications & Requirements
1. Diploma or Degree in Business Administration, Communication, Customer Service or related field.
2. 0–2 years’ experience in a customer service or client relations role (fresh graduates are encouraged to apply).
3. Strong verbal and written communication skills.
4. Excellent interpersonal and problem-solving abilities.
5. Proficiency in Microsoft Office applications.
6. Ability to work under pressure and manage multiple tasks effectively.
7. Professional demeanor and positive attitude.
BrightPath Global is seeking a proactive and customer-focused Customer Service Executive to join our growing team. The successful candidate will serve as the primary point of contact for clients, providing timely support, resolving inquiries and ensuring a seamless customer experience. This position requires strong communication skills, attention to detail and a passion for delivering exceptional service.
Key Responsibilities
1. Handle incoming phone calls, emails and chat inquiries in a professional and courteous manner.
2. Provide accurate information about company products, services and policies.
3. Resolve customer complaints and escalate complex issues to the relevant departments.
4. Maintain and update customer records in the database.
5. Ensure followup with clients to guarantee satisfaction and issue resolution.
6. Prepare and share regular reports on customer feedback, issues and trends.
7. Support administrative tasks related to customer service operations.
Qualifications & Requirements
1. Diploma or Degree in Business Administration, Communication, Customer Service or related field.
2. 0–2 years’ experience in a customer service or client relations role (fresh graduates are encouraged to apply).
3. Strong verbal and written communication skills.
4. Excellent interpersonal and problem-solving abilities.
5. Proficiency in Microsoft Office applications.
6. Ability to work under pressure and manage multiple tasks effectively.
7. Professional demeanor and positive attitude.
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5
Senior Customer Service Lead, Technical Support
Posted 6 days ago
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Job Description
We are looking for a highly motivated and experienced Senior Customer Service Lead to head our fully remote Technical Support team. In this crucial role, you will be responsible for leading a team of support specialists, ensuring exceptional customer satisfaction, and driving continuous improvement in our support operations. You will handle escalated customer issues, develop training materials for the team, and implement best practices for efficient and effective problem resolution. As a fully remote organization, we rely on advanced communication tools, robust knowledge bases, and a strong team-oriented culture to deliver outstanding service. You will work closely with product development, engineering, and sales teams to provide valuable customer feedback and identify product enhancements. This position requires strong leadership skills, deep technical understanding, and a passion for delivering superior customer experiences.
Responsibilities:
Responsibilities:
- Lead, mentor, and manage a team of remote technical support specialists.
- Oversee daily operations of the technical support department, ensuring timely and effective resolution of customer issues.
- Develop and implement strategies to improve customer satisfaction and loyalty.
- Handle complex and escalated customer technical issues, acting as a point of escalation for the team.
- Create and maintain comprehensive support documentation, FAQs, and knowledge base articles.
- Develop and deliver training programs for support staff on product features, troubleshooting techniques, and customer service best practices.
- Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
- Collaborate with engineering and product teams to provide customer feedback and drive product improvements.
- Identify trends in customer issues and propose solutions to prevent recurrence.
- Foster a positive and collaborative team environment that promotes professional growth.
- Ensure adherence to company policies and service level agreements (SLAs).
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
- Minimum of 5 years of experience in customer service or technical support, with at least 2 years in a leadership or supervisory role.
- Proven experience in managing and leading remote teams.
- Strong understanding of technical support principles and methodologies.
- Excellent troubleshooting and problem-solving skills.
- Exceptional communication, interpersonal, and active listening skills.
- Experience with customer relationship management (CRM) software and helpdesk ticketing systems.
- Ability to remain calm and professional under pressure.
- Proficiency in developing training materials and conducting staff training.
- Strong organizational and time management skills.
- A genuine commitment to providing outstanding customer service.
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Senior Customer Service Manager
Posted 21 days ago
Job Viewed
Job Description
Our client is looking for an experienced and dynamic Senior Customer Service Manager to lead their remote customer support operations. This is a fully remote, full-time position offering a unique opportunity to manage and elevate customer service standards from anywhere. The successful candidate will be responsible for overseeing a team of customer service representatives, setting performance goals, and ensuring the delivery of exceptional customer experiences. Key duties include developing and implementing customer service policies and procedures, training and mentoring the support team, monitoring service metrics, and resolving complex customer issues. You will also be responsible for analyzing customer feedback to identify areas for improvement and driving initiatives to enhance customer satisfaction and loyalty. The ideal candidate will possess strong leadership, communication, and problem-solving skills, with a proven ability to motivate and manage a remote team effectively. Experience with customer relationship management (CRM) software and helpdesk ticketing systems is essential. A minimum of 5 years of experience in customer service management, with at least 2 years in a supervisory or managerial role, is required. We are seeking a candidate who is passionate about customer advocacy, possesses a strategic mindset, and thrives in a fast-paced, remote work environment. This role is critical in shaping the customer's perception of our client and driving retention. If you are a results-oriented leader with a commitment to service excellence, we encourage you to apply for this rewarding remote opportunity.
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7
Lead Customer Success Manager - Tech Support
Posted 12 days ago
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Job Description
Our client, a rapidly expanding software solutions provider, is seeking a proactive and empathetic Lead Customer Success Manager specializing in Technical Support. This fully remote position offers an exciting opportunity to guide a team of support specialists and ensure exceptional service delivery to our valued clientele. You will be instrumental in fostering strong customer relationships, resolving technical challenges efficiently, and driving customer satisfaction and retention. As a remote leader, you will empower your team and champion best practices in customer support from anywhere.
Key Responsibilities:
A Bachelor's degree in Business Administration, Computer Science, or a related field is required; a Master's degree is a plus. A minimum of 6 years of experience in customer success, account management, or technical support, with at least 3 years in a leadership or supervisory role, is essential. Proven experience with CRM software and customer support ticketing systems is mandatory. Strong understanding of software applications and IT infrastructure is highly desirable. Exceptional problem-solving, communication, and interpersonal skills are critical for building rapport with customers and leading a remote team. This role is key to maintaining high levels of customer satisfaction for our users supporting services related to Kakamega, Kakamega, KE .
Key Responsibilities:
- Leading and mentoring a team of Customer Success Managers and Technical Support Specialists, providing guidance and performance feedback.
- Developing and implementing strategies to enhance customer satisfaction, loyalty, and retention.
- Overseeing the resolution of complex technical issues, ensuring timely and effective solutions are provided to customers.
- Establishing and monitoring key performance indicators (KPIs) for the customer success and support teams, such as response times, resolution rates, and customer satisfaction scores.
- Acting as a point of escalation for critical customer issues, working collaboratively to find appropriate resolutions.
- Developing and maintaining comprehensive knowledge base articles, FAQs, and training materials for customers and internal teams.
- Gathering customer feedback and insights to inform product development and service improvements.
- Collaborating with sales, product, and engineering teams to ensure a seamless customer experience.
- Proactively identifying opportunities to improve customer onboarding, training, and ongoing engagement.
- Staying abreast of product updates, industry trends, and best practices in customer success and technical support.
A Bachelor's degree in Business Administration, Computer Science, or a related field is required; a Master's degree is a plus. A minimum of 6 years of experience in customer success, account management, or technical support, with at least 3 years in a leadership or supervisory role, is essential. Proven experience with CRM software and customer support ticketing systems is mandatory. Strong understanding of software applications and IT infrastructure is highly desirable. Exceptional problem-solving, communication, and interpersonal skills are critical for building rapport with customers and leading a remote team. This role is key to maintaining high levels of customer satisfaction for our users supporting services related to Kakamega, Kakamega, KE .
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8
Customer Service Team Lead - Remote Support Operations
Posted 4 days ago
Job Viewed
Job Description
Our client, a dynamic and customer-centric organization, is seeking an experienced and empathetic Customer Service Team Lead to manage and inspire their fully remote customer support team. This vital role will focus on ensuring exceptional customer experiences by guiding agents, monitoring service quality, and implementing strategies to enhance customer satisfaction and loyalty. The ideal candidate will possess strong leadership capabilities, a deep understanding of customer service best practices, and the ability to motivate and develop a remote team. This position is 100% remote, offering the flexibility to work from your home office while fostering a positive and productive team environment. You will be instrumental in handling escalated customer issues, coaching team members, and contributing to the continuous improvement of support processes. Responsibilities include:
Qualifications:
This is an excellent opportunity for a dedicated customer service leader to shape a high-performing remote team and make a significant impact on customer satisfaction. If you are a natural leader with a commitment to service excellence, we encourage you to apply.
- Leading, training, and coaching a team of remote customer service representatives to achieve performance goals.
- Monitoring team performance metrics (e.g., response times, resolution rates, customer satisfaction scores) and providing regular feedback.
- Handling escalated customer inquiries and complex issues, ensuring timely and effective resolution.
- Developing and implementing customer service policies and procedures to improve efficiency and effectiveness.
- Ensuring adherence to service level agreements (SLAs) and quality standards.
- Collaborating with other departments to address customer feedback and improve products/services.
- Creating a positive and supportive team culture that promotes engagement and retention.
- Utilizing CRM and customer support platforms to track customer interactions and manage workflows.
- Identifying training needs and coordinating development opportunities for team members.
- Contributing to the strategic planning of customer support operations.
Qualifications:
- Proven experience in a customer service role, with at least 2 years in a supervisory or team lead capacity.
- Demonstrated leadership skills and the ability to motivate and manage a remote team effectively.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong understanding of customer service principles and best practices.
- Proficiency with CRM software and customer support ticketing systems.
- Ability to manage multiple priorities and thrive in a fast-paced, remote environment.
- A passion for delivering outstanding customer experiences.
- High school diploma or equivalent required; Bachelor's degree is a plus.
This is an excellent opportunity for a dedicated customer service leader to shape a high-performing remote team and make a significant impact on customer satisfaction. If you are a natural leader with a commitment to service excellence, we encourage you to apply.
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