4,773 Customer Service Team Lead Technical Support jobs in Kenya
Senior Customer Service & Helpdesk Lead - Remote Technical Support Manager
Posted 19 days ago
Job Viewed
Job Description
Our client, a fast-growing technology solutions provider, is seeking a highly skilled and motivated Senior Customer Service & Helpdesk Lead to manage their remote support operations. This is a fully remote position, allowing you to lead from anywhere. The ideal candidate will be responsible for ensuring exceptional customer support experiences, managing a team of helpdesk professionals, and optimizing support processes for efficiency and effectiveness. Your role will involve handling escalated customer issues, providing technical guidance, and developing comprehensive training materials for the support team. You will play a crucial part in maintaining high levels of customer satisfaction, reducing ticket resolution times, and ensuring adherence to service level agreements (SLAs). We are looking for an individual with a strong technical aptitude, excellent problem-solving skills, and a deep understanding of customer service best practices. The ability to analyze support metrics, identify trends, and implement continuous improvement initiatives will be key. You will work closely with product development and engineering teams to provide feedback on customer issues and contribute to product enhancements. This is an excellent opportunity to lead a remote support team, shape customer service strategies, and make a tangible impact on customer retention and loyalty. The successful candidate will possess outstanding communication and leadership skills, with the ability to motivate and inspire a distributed team. Proficiency in helpdesk software, CRM systems, and various troubleshooting methodologies is essential. We are committed to fostering a collaborative and supportive remote work culture where team members can thrive. Your dedication to customer advocacy and your strategic approach to support management will be vital in upholding the company's reputation for excellent service. This position offers a chance to grow your career in a dynamic, customer-focused environment.
Responsibilities:
Responsibilities:
- Lead and manage a remote team of customer service and helpdesk representatives.
- Oversee the resolution of escalated customer technical issues and inquiries.
- Develop and implement customer support policies and procedures.
- Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.
- Train and mentor helpdesk staff on technical issues and customer service best practices.
- Maintain and improve knowledge base articles and troubleshooting guides.
- Collaborate with engineering and product teams to address recurring issues.
- Ensure adherence to service level agreements (SLAs).
- Analyze support data to identify trends and recommend process improvements.
- Manage helpdesk software and tools to optimize efficiency.
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
- Minimum of 5 years of experience in customer service and technical support, with at least 2 years in a leadership role.
- Proven experience managing remote support teams.
- Strong technical troubleshooting skills across various hardware and software platforms.
- Excellent understanding of helpdesk ticketing systems (e.g., Zendesk, Jira Service Desk).
- Proficiency in CRM systems and customer service methodologies.
- Strong analytical and problem-solving skills.
- Exceptional communication, interpersonal, and leadership abilities.
- Ability to work independently and manage priorities effectively in a remote setting.
- ITIL certification is a plus.
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Customer Service Lead - Technical Support
Posted 19 days ago
Job Viewed
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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Remote Customer Success Lead - Technical Support
Posted 19 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and experienced Remote Customer Success Lead to spearhead their customer service and technical support operations. This role is entirely remote, offering flexibility and the opportunity to build a world-class support experience from anywhere. You will be responsible for leading a team of customer support specialists, ensuring timely and effective resolution of customer inquiries, technical issues, and product-related challenges. The ideal candidate will have a deep understanding of customer service best practices, a passion for problem-solving, and strong leadership capabilities. Key responsibilities include developing and refining support processes, training and mentoring the support team, monitoring support metrics (response time, resolution rate, customer satisfaction), and acting as a point of escalation for complex issues. You will also play a crucial role in identifying trends in customer feedback and support tickets, proactively communicating these to product and development teams to drive product improvements. Excellent communication and interpersonal skills are vital for managing a remote team and interacting with customers across various channels (email, chat, phone). Proficiency in helpdesk software and CRM systems is required. This position demands a proactive approach to customer satisfaction, a commitment to continuous improvement, and the ability to foster a positive and supportive team environment, even when working remotely. You will be empowered to implement innovative solutions that enhance the customer experience and build lasting relationships. We are looking for a leader who can inspire their team to deliver exceptional service and contribute to the overall success and reputation of our client. This role requires strong organizational skills and the ability to manage workload effectively in a distributed team structure.
Key Responsibilities:
Key Responsibilities:
- Lead and manage a remote customer support and helpdesk team.
- Develop and implement effective customer service strategies and processes.
- Ensure prompt and accurate resolution of customer inquiries and technical issues.
- Train, mentor, and motivate customer support specialists.
- Monitor key performance indicators (KPIs) for customer service operations.
- Act as an escalation point for complex customer issues.
- Analyze customer feedback and support trends to drive product improvements.
- Manage and optimize helpdesk software and CRM systems.
- Foster a positive and customer-centric team culture.
- Communicate effectively with internal teams and external stakeholders.
- Bachelor's degree in Business, Communications, or a related field.
- Minimum of 5 years of experience in customer service or technical support, with at least 2 years in a leadership role.
- Proven experience managing remote support teams.
- Strong understanding of customer service principles and best practices.
- Proficiency with helpdesk ticketing systems (e.g., Zendesk, Intercom) and CRM software.
- Excellent problem-solving, communication, and interpersonal skills.
- Ability to work independently and manage time effectively in a remote setting.
- Experience in developing training materials and conducting team performance reviews.
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Senior Customer Service Lead, Technical Support
Posted 5 days ago
Job Viewed
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.
This advertiser has chosen not to accept applicants from your region.
3
Customer Service Team Lead - Technical Support
Posted 8 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and experienced Customer Service Team Lead to manage and inspire their technical support team in a fully remote environment. This role is crucial for ensuring the delivery of exceptional customer support, resolving technical issues efficiently, and maintaining high levels of customer satisfaction. The ideal candidate will have a strong background in customer service, technical troubleshooting, and team leadership, coupled with excellent communication and problem-solving skills. You will be responsible for overseeing daily operations, coaching team members, and implementing best practices to enhance the customer experience.
Key Responsibilities:
Location: Machakos, Machakos, KE
Key Responsibilities:
- Lead, train, and mentor a remote team of customer service representatives providing technical support.
- Monitor team performance, identify areas for improvement, and implement coaching strategies.
- Handle escalated customer issues and provide expert-level technical troubleshooting.
- Develop and maintain comprehensive knowledge base articles and support documentation.
- Ensure adherence to service level agreements (SLAs) and quality standards.
- Analyze customer feedback and support trends to identify opportunities for service enhancement.
- Collaborate with other departments to resolve complex customer issues and product feedback.
- Manage team schedules and ensure adequate coverage to meet customer demand.
- Contribute to the development and implementation of customer service policies and procedures.
- Foster a positive and productive team environment that promotes collaboration and continuous learning.
Location: Machakos, Machakos, KE
This advertiser has chosen not to accept applicants from your region.
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Senior Customer Service Team Lead - Technical Support
Posted 19 days ago
Job Viewed
Job Description
Our client, a rapidly growing tech company that provides innovative software solutions, is seeking a highly motivated and experienced Senior Customer Service Team Lead to manage their fully remote customer support team. This role is critical in ensuring exceptional customer experiences and driving customer satisfaction for our user base. You will lead, mentor, and develop a team of customer service representatives, fostering a positive and high-performance culture within a virtual environment. Your responsibilities will include overseeing daily support operations, managing ticket queues, ensuring timely resolution of customer inquiries, and analyzing support metrics to identify trends and areas for improvement. The ideal candidate will possess strong leadership capabilities, a deep understanding of customer service best practices, and excellent problem-solving skills. Experience with technical support, particularly for software products, is essential. You will be responsible for training new team members, conducting performance reviews, and implementing strategies to enhance customer retention and loyalty. This position requires outstanding communication skills, empathy, and the ability to de-escalate challenging situations effectively. You will collaborate closely with product development and sales teams to relay customer feedback and contribute to product enhancements. As a fully remote role, you will need to be a self-starter, highly organized, and adept at using virtual collaboration tools to manage your team and drive results. This is an exciting opportunity to lead a dedicated team, shape customer service strategies, and contribute to the success of a dynamic tech company from the convenience of your home office.
Responsibilities:
Responsibilities:
- Lead and manage a remote team of customer service representatives.
- Oversee daily support operations and ensure efficient ticket management.
- Provide training, coaching, and performance feedback to team members.
- Develop and implement strategies to improve customer satisfaction and retention.
- Monitor key performance indicators (KPIs) and generate regular reports.
- Handle escalated customer issues and provide timely resolutions.
- Collaborate with other departments to address customer needs and product feedback.
- Maintain a high level of product knowledge and technical expertise.
- Foster a positive and supportive team environment.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service, with at least 2 years in a leadership or supervisory role.
- Proven experience in managing remote teams.
- Strong understanding of customer service principles and best practices.
- Experience with technical support for software products is highly desirable.
- Excellent communication, interpersonal, and conflict-resolution skills.
- Proficiency in CRM software and helpdesk ticketing systems.
- Ability to analyze data and identify actionable insights.
- Self-motivated, organized, and able to thrive in a remote work environment.
This advertiser has chosen not to accept applicants from your region.
5
Remote Customer Support Lead & Technical Support Specialist
Posted 18 days ago
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Job Description
Our client is looking for a highly experienced and customer-centric Remote Customer Support Lead & Technical Support Specialist to manage and enhance their customer service operations. This vital role will involve leading a remote support team, resolving complex technical issues, and ensuring an exceptional customer experience across all touchpoints. You will be responsible for setting support standards, training team members, and acting as a point of escalation for challenging customer queries. The ideal candidate possesses a deep understanding of technical support principles, strong leadership qualities, and a passion for delivering outstanding customer service in a virtual environment.
Responsibilities:
Responsibilities:
- Lead, mentor, and manage a remote customer support team, fostering a high-performance culture.
- Develop and implement customer support policies, procedures, and best practices.
- Provide advanced technical support and troubleshooting for customer inquiries related to the company's products or services.
- Act as a primary point of escalation for complex customer issues, ensuring timely and satisfactory resolution.
- Monitor customer support metrics (e.g., response times, resolution rates, customer satisfaction) and identify areas for improvement.
- Train and onboard new customer support representatives, ensuring they are equipped with the necessary skills and knowledge.
- Develop and maintain a comprehensive knowledge base of support documentation and FAQs.
- Gather customer feedback and insights to inform product development and service improvements.
- Collaborate with other departments (e.g., product, engineering) to address customer issues and advocate for customer needs.
- Ensure consistent and high-quality customer service delivery across all communication channels (email, chat, phone).
- Manage support ticket queues and ensure efficient workflow and prioritization.
- Contribute to the development of customer self-service resources.
- Stay updated on product updates and industry best practices in customer support and technical assistance.
- Bachelor's degree in a relevant field or equivalent practical experience.
- Minimum of 5 years of experience in customer service and technical support, with at least 2 years in a leadership or lead role.
- Proven experience in resolving complex technical issues and providing advanced troubleshooting.
- Excellent leadership, coaching, and team management skills.
- Strong understanding of customer relationship management (CRM) software and helpdesk platforms.
- Exceptional communication, interpersonal, and active listening skills.
- Ability to remain calm and professional in high-pressure situations.
- Strong analytical and problem-solving abilities.
- Proficiency in using various communication and collaboration tools for remote work.
- Ability to work independently, manage time effectively, and meet performance goals in a remote setting.
- A passion for customer satisfaction and a commitment to excellence in service delivery.
This advertiser has chosen not to accept applicants from your region.
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Lead Customer Service & Helpdesk Manager, Technical Support
Posted 14 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.
This advertiser has chosen not to accept applicants from your region.
7
Lead Customer Success Manager - Technical Support
Posted 19 days ago
Job Viewed
Job Description
Our client is revolutionizing the customer service landscape and seeks a highly experienced Lead Customer Success Manager specializing in Technical Support to join our fully remote, globally distributed team. In this crucial role, you will be at the forefront of ensuring our diverse clientele receives exceptional support and achieves maximum value from our innovative solutions. You will lead a team of dedicated support professionals, fostering a culture of proactive problem-solving, technical excellence, and unparalleled customer satisfaction. Your expertise will be vital in developing and implementing best practices for technical issue resolution, customer onboarding, and ongoing client engagement. This is a remote-first opportunity, demanding exceptional organizational skills, strong leadership capabilities, and the ability to motivate and guide a team operating across different time zones. We are looking for a strategic thinker who can identify trends in customer issues, translate them into actionable product improvements, and drive initiatives that enhance the overall customer experience. Your passion for technology and commitment to customer advocacy will be key to your success. Responsibilities include:
- Leading and mentoring a high-performing team of technical support specialists.
- Developing and refining technical support processes and workflows to optimize efficiency and effectiveness.
- Serving as an escalation point for complex technical issues, providing expert guidance and solutions.
- Proactively identifying customer needs and potential challenges, developing strategies to address them.
- Collaborating closely with Product, Engineering, and Sales teams to ensure seamless customer experiences.
- Creating and maintaining comprehensive knowledge base articles and support documentation.
- Tracking key performance indicators (KPIs) for the support team and identifying areas for improvement.
- Conducting regular team meetings and providing constructive feedback and performance reviews.
- Championing customer feedback internally to drive product and service enhancements.
- Ensuring timely and effective resolution of all customer inquiries and support tickets.
This advertiser has chosen not to accept applicants from your region.
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Remote Customer Service & Helpdesk Lead
Posted 19 days ago
Job Viewed
Job Description
Our client is seeking a highly organized and empathetic Remote Customer Service & Helpdesk Lead to manage and mentor a team of support professionals. This is a fully remote position, offering the flexibility to work from anywhere within **Eldoret, Uasin Gishu, KE**. You will be responsible for ensuring that our client's customers receive exceptional support, resolving issues efficiently and professionally. The ideal candidate has a proven background in customer service leadership, with a deep understanding of helpdesk operations and customer support best practices. Your responsibilities will include overseeing daily helpdesk operations, managing ticket queues, ensuring service level agreements (SLAs) are met, and escalating complex issues as needed. You will also play a key role in training, coaching, and motivating the remote customer support team, fostering a positive and productive work environment. Excellent communication, problem-solving, and interpersonal skills are essential, as you will be interacting with customers and team members regularly. We are looking for a proactive individual who can identify trends in customer inquiries and feedback, suggesting improvements to products, services, or support processes. Proficiency with helpdesk software and CRM systems is required. This role demands strong leadership abilities, meticulous attention to detail, and the capacity to manage multiple priorities effectively in a remote setting. You will be instrumental in shaping the customer experience and ensuring high levels of customer satisfaction and loyalty. The company provides a supportive remote work culture and opportunities for professional development. We seek candidates who are dedicated to providing outstanding service, possess strong problem-solving skills, and are eager to lead and inspire a remote support team to achieve excellence.
Responsibilities:
Responsibilities:
- Lead and manage a remote team of customer service and helpdesk agents.
- Oversee daily operations of the customer support helpdesk, ensuring efficiency and effectiveness.
- Monitor and manage incoming support tickets, ensuring timely resolution and adherence to SLAs.
- Provide guidance and support to team members, resolving complex customer issues.
- Develop and deliver training programs for new and existing support staff.
- Analyze customer feedback and support data to identify areas for improvement.
- Implement and refine customer support processes and policies.
- Ensure high levels of customer satisfaction through excellent service delivery.
- Prepare and present regular reports on team performance and customer support metrics.
- Foster a positive and collaborative remote team environment.
- Proven experience in a customer service leadership or helpdesk management role.
- Strong understanding of customer service principles and best practices.
- Experience with helpdesk software and CRM systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent leadership, coaching, and team management skills.
- Exceptional problem-solving and conflict resolution abilities.
- Outstanding verbal and written communication skills.
- Ability to work independently and manage a remote team effectively.
- Strong organizational and time management skills.
- Experience in creating training materials and conducting training sessions.
- Bachelor's degree in a relevant field or equivalent experience.
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