What Jobs are available for Customer Service in Athi River?
Showing 152 Customer Service jobs in Athi River
Customer Support Lead
Posted 2 days ago
Job Viewed
Job Description
Our client, a rapidly growing SaaS company, is seeking an experienced and empathetic Customer Support Lead to spearhead their fully remote customer service operations. This pivotal role requires a leader with a passion for customer success, exceptional problem-solving skills, and the ability to build and motivate a high-performing support team. You will be responsible for overseeing the daily operations of the customer support department, ensuring timely and effective resolution of customer inquiries and issues across all channels (email, chat, phone). The ideal candidate will have a proven track record in customer support management, with a deep understanding of best practices in customer service and experience managing remote teams.
The Customer Support Lead will develop, implement, and refine customer support processes, policies, and procedures to enhance efficiency and customer satisfaction. This includes establishing key performance indicators (KPIs) for the support team and monitoring performance to ensure service level agreements (SLAs) are met and exceeded. You will be responsible for training, coaching, and mentoring customer support representatives, fostering a positive and supportive team environment that promotes continuous learning and professional development. Hiring, onboarding, and performance management of team members will be key responsibilities.
A significant part of the role involves acting as an escalation point for complex customer issues, providing in-depth troubleshooting and resolution. You will analyze customer feedback and support data to identify trends, recurring issues, and opportunities for product improvement, working closely with product and engineering teams to address these. Developing and maintaining comprehensive knowledge base articles and support documentation to empower customers and the support team will be crucial. Ensuring a consistent and high-quality customer experience across all touchpoints is paramount. This role demands excellent communication, leadership, and analytical skills, with the ability to thrive in a fast-paced, remote work environment.
Required qualifications include a Bachelor's degree in Business Administration, Communications, or a related field; a Master's degree is a plus. A minimum of 5 years of experience in customer support roles, with at least 2 years in a leadership or supervisory capacity, is required. Proven experience managing remote customer support teams is essential. Strong understanding of customer relationship management (CRM) software and helpdesk ticketing systems is mandatory. Excellent analytical, problem-solving, and conflict-resolution skills are crucial. Exceptional written and verbal communication skills, with the ability to convey information clearly and empathetically, are essential. The ability to remain calm under pressure and lead by example in customer-facing situations is required.
The Customer Support Lead will develop, implement, and refine customer support processes, policies, and procedures to enhance efficiency and customer satisfaction. This includes establishing key performance indicators (KPIs) for the support team and monitoring performance to ensure service level agreements (SLAs) are met and exceeded. You will be responsible for training, coaching, and mentoring customer support representatives, fostering a positive and supportive team environment that promotes continuous learning and professional development. Hiring, onboarding, and performance management of team members will be key responsibilities.
A significant part of the role involves acting as an escalation point for complex customer issues, providing in-depth troubleshooting and resolution. You will analyze customer feedback and support data to identify trends, recurring issues, and opportunities for product improvement, working closely with product and engineering teams to address these. Developing and maintaining comprehensive knowledge base articles and support documentation to empower customers and the support team will be crucial. Ensuring a consistent and high-quality customer experience across all touchpoints is paramount. This role demands excellent communication, leadership, and analytical skills, with the ability to thrive in a fast-paced, remote work environment.
Required qualifications include a Bachelor's degree in Business Administration, Communications, or a related field; a Master's degree is a plus. A minimum of 5 years of experience in customer support roles, with at least 2 years in a leadership or supervisory capacity, is required. Proven experience managing remote customer support teams is essential. Strong understanding of customer relationship management (CRM) software and helpdesk ticketing systems is mandatory. Excellent analytical, problem-solving, and conflict-resolution skills are crucial. Exceptional written and verbal communication skills, with the ability to convey information clearly and empathetically, are essential. The ability to remain calm under pressure and lead by example in customer-facing situations is required.
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0
Customer Support Team Lead
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking an experienced and empathetic Customer Support Team Lead to manage and mentor a fully remote support team. This role is critical in ensuring exceptional customer experiences through effective communication, timely issue resolution, and proactive support strategies. You will be responsible for guiding a team of customer service representatives, fostering a positive and productive work environment, and driving performance metrics. The ideal candidate possesses strong leadership skills, a deep understanding of customer service best practices, and the ability to thrive in a virtual setting.
Responsibilities:
Qualifications:
Responsibilities:
- Lead, coach, and motivate a team of remote customer support representatives to achieve performance goals.
- Monitor team performance, identify areas for improvement, and implement training programs.
- Handle escalated customer inquiries and complex issues, providing timely and effective resolutions.
- Develop and maintain knowledge base articles and support documentation.
- Ensure adherence to company policies and procedures, maintaining high standards of customer service.
- Analyze customer feedback and support data to identify trends and recommend product/service improvements.
- Collaborate with other departments to resolve customer issues and enhance the overall customer journey.
- Recruit, onboard, and train new team members.
- Manage scheduling and workload distribution to ensure adequate coverage.
- Champion a customer-centric culture within the team and the broader organization.
- Conduct regular performance reviews and provide constructive feedback.
- Contribute to the development and implementation of customer support strategies.
Qualifications:
- Proven experience (3+ years) in a customer service or technical support role, with at least 1 year in a leadership or supervisory capacity.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency in using customer support software (e.g., Zendesk, Salesforce Service Cloud) and CRM systems.
- Experience in managing remote teams and fostering collaboration in a virtual environment.
- Ability to remain calm and professional under pressure, handling challenging customer interactions.
- Strong organizational and time management skills.
- Demonstrated ability to coach and develop team members.
- Experience in creating and managing support documentation and knowledge bases.
- A passion for delivering outstanding customer service.
- Familiarity with remote collaboration tools (e.g., Slack, Zoom, Asana).
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1
Senior Customer Support Lead
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking an experienced and empathetic Senior Customer Support Lead to guide their remote support team. This is a fully remote role focused on ensuring exceptional customer service, resolving complex customer issues, and mentoring junior support staff. You will be responsible for handling escalated customer inquiries, developing support documentation, identifying trends in customer feedback, and contributing to the continuous improvement of support processes. The ideal candidate will possess outstanding communication and problem-solving skills, a deep understanding of customer service best practices, and a proven ability to lead and motivate a remote team. You will work closely with product and development teams to relay customer feedback and advocate for customer needs. This role requires a patient, professional demeanor and a commitment to providing outstanding support experiences.
Responsibilities:
Responsibilities:
- Provide advanced customer support for complex technical and service-related inquiries.
- Lead and mentor a team of remote customer support representatives, providing guidance and coaching.
- Develop and maintain comprehensive support documentation, FAQs, and knowledge base articles.
- Analyze customer feedback and support trends to identify areas for product or service improvement.
- Collaborate with product development and engineering teams to resolve customer issues and advocate for feature requests.
- Handle customer escalations and ensure timely and satisfactory resolution.
- Monitor customer support performance metrics and implement strategies to improve key indicators such as response time, resolution rate, and customer satisfaction.
- Train new support team members on products, services, and support procedures.
- Ensure adherence to company policies and service level agreements (SLAs).
- Contribute to the development and refinement of customer support strategies and processes.
- Foster a positive and customer-centric team culture in a remote environment.
- Bachelor's degree in Business Administration, Communications, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in customer support or a related role, with at least 2 years in a lead or supervisory capacity.
- Proven experience in handling complex customer issues and escalations.
- Excellent written and verbal communication skills, with strong active listening abilities.
- Proficiency in customer relationship management (CRM) software and helpdesk ticketing systems.
- Strong problem-solving and analytical skills.
- Demonstrated ability to lead, motivate, and coach a remote team.
- Patience, empathy, and a customer-first attitude.
- Ability to manage time effectively and prioritize tasks in a fast-paced remote setting.
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2
Remote Customer Support Lead
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking an experienced and empathetic Remote Customer Support Lead to manage and inspire a team of customer service professionals operating in a fully remote capacity. This position requires a leader with exceptional communication skills, a passion for delivering outstanding customer experiences, and a proven ability to guide and motivate a distributed team. You will be responsible for setting service standards, resolving complex customer issues, and ensuring customer satisfaction across all support channels.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead, coach, and mentor a remote customer support team, fostering a positive and productive work environment.
- Develop and implement customer service strategies, policies, and procedures to enhance customer satisfaction and loyalty.
- Monitor team performance, provide regular feedback, and conduct performance reviews.
- Handle escalated customer inquiries and complex issues, ensuring timely and satisfactory resolution.
- Analyze customer feedback and support data to identify trends and areas for improvement.
- Train new team members on product knowledge, service protocols, and best practices.
- Ensure adherence to service level agreements (SLAs) and quality standards.
- Collaborate with other departments to resolve customer issues and improve product/service offerings.
- Manage the scheduling and allocation of workload for the remote support team.
- Champion customer-centric initiatives and drive a culture of service excellence throughout the organization.
- Utilize CRM and support ticketing systems effectively to track and manage customer interactions.
- Stay up-to-date with industry best practices in customer support and remote team management.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field, or equivalent practical experience.
- Minimum of 4 years of experience in customer service, with at least 2 years in a leadership or supervisory role.
- Proven experience managing remote teams effectively.
- Exceptional communication, interpersonal, and problem-solving skills.
- Strong understanding of customer support best practices and metrics.
- Proficiency with CRM software and customer support ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to remain calm and professional under pressure, and de-escalate challenging situations.
- Strong organizational and time management skills.
- A proactive approach to identifying and resolving issues.
- Demonstrated ability to inspire and motivate a team in a remote setting.
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3
Remote Customer Support Team Lead
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking an experienced and empathetic Customer Support Team Lead to manage and inspire their remote-first customer service and helpdesk team. This role is essential for ensuring exceptional customer experiences and driving operational efficiency within our support channels. You will be responsible for leading a team of customer support representatives, providing coaching, training, and performance management to foster a high-performing and motivated team. Key duties include monitoring support ticket queues, ensuring timely and accurate resolution of customer inquiries, and developing strategies to improve response times and customer satisfaction scores. You will also play a crucial role in identifying recurring customer issues, analyzing support data, and collaborating with product and engineering teams to implement solutions and improve our offerings. Developing and maintaining comprehensive knowledge base articles and support documentation is also a key responsibility. The ideal candidate possesses a proven track record of at least 5 years in customer service roles, with a minimum of 2 years in a leadership or supervisory capacity. Experience managing remote teams is highly preferred. Excellent communication, interpersonal, and conflict-resolution skills are paramount. Proficiency with customer relationship management (CRM) software and helpdesk ticketing systems is required. A deep understanding of customer service best practices and a passion for delivering outstanding support are essential. You should be adept at analyzing performance metrics, identifying trends, and implementing process improvements. This role demands a proactive, problem-solving individual who can motivate and guide a team effectively in a virtual environment. If you are a dedicated customer service leader passionate about building strong customer relationships and driving team success, we encourage you to apply for this exciting remote opportunity. Your leadership will directly impact customer loyalty and retention, contributing to our continued success. This remote position serves clients and teams supporting operations that affect Mlolongo, Machakos, KE .
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4
Lead Customer Support Specialist
Posted 2 days ago
Job Viewed
Job Description
Our client, a rapidly expanding technology company, is seeking a motivated and empathetic Lead Customer Support Specialist to join their fully remote support team. This is an exciting opportunity to lead a team dedicated to providing exceptional service and resolving customer issues efficiently. As a Lead Customer Support Specialist, you will be responsible for guiding and mentoring a team of support agents, ensuring high levels of customer satisfaction, and contributing to the improvement of support processes. You will handle escalated customer inquiries, troubleshoot complex technical problems, and provide timely and accurate solutions. Key responsibilities include managing daily support operations, monitoring team performance, and setting performance standards. You will also be involved in training new agents, developing support documentation and knowledge base articles, and identifying trends in customer feedback to suggest product or service improvements. This role requires excellent communication, problem-solving, and leadership skills. A deep understanding of customer service best practices and a passion for helping others are essential. The ability to remain calm and professional under pressure, even in challenging situations, is crucial. You will work collaboratively with other departments, such as product development and sales, to ensure a seamless customer experience. This is a fantastic opportunity to make a significant impact on customer loyalty and brand reputation in a remote-first environment.
Responsibilities:
Responsibilities:
- Lead and mentor a team of customer support specialists.
- Oversee daily support operations and ensure timely resolution of customer inquiries.
- Handle escalated customer issues and provide advanced troubleshooting.
- Monitor team performance metrics and set performance goals.
- Develop and deliver training programs for new and existing support agents.
- Create and maintain customer support documentation and knowledge base articles.
- Identify customer needs and trends, providing feedback to relevant departments.
- Ensure adherence to company policies and customer service standards.
- Collaborate with cross-functional teams to resolve customer issues.
- Contribute to process improvements for customer support operations.
- Maintain a positive and professional demeanor in all customer interactions.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- 3+ years of experience in customer support roles, with at least 1 year in a lead or supervisory capacity.
- Proven experience in managing a customer support team, preferably in a remote setting.
- Excellent communication, interpersonal, and active listening skills.
- Strong problem-solving and analytical abilities.
- Proficiency in CRM software and helpdesk ticketing systems.
- Ability to remain calm and effective under pressure.
- Knowledge of customer service best practices and principles.
- Experience in troubleshooting technical issues.
- Strong organizational and time management skills.
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5
Remote Senior Customer Support Lead
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a highly experienced and empathetic Senior Customer Support Lead to manage and elevate their customer service operations. This is a fully remote position, allowing you to lead a dedicated team of support professionals from anywhere. You will be responsible for ensuring exceptional customer experiences by developing and implementing best-in-class support strategies, processes, and training programs. The ideal candidate will have a proven track record in customer service management, a deep understanding of support technologies, and a passion for problem-solving and customer advocacy. You will play a crucial role in shaping the customer journey and fostering long-term customer loyalty.
Key Responsibilities:
Key Responsibilities:
- Lead, mentor, and manage a remote team of customer support representatives, fostering a high-performance culture.
- Develop and implement customer support policies, procedures, and best practices to ensure consistent service delivery.
- Monitor customer support channels (phone, email, chat, social media) and ensure timely and effective resolution of customer inquiries and issues.
- Analyze customer feedback and support metrics (e.g., CSAT, NPS, FCR) to identify areas for improvement and implement data-driven solutions.
- Design and deliver comprehensive training programs for new and existing support staff, focusing on product knowledge, communication skills, and problem-solving techniques.
- Manage customer escalations and work to resolve complex issues to ensure customer satisfaction and retention.
- Collaborate with product, engineering, and marketing teams to provide customer insights and drive product improvements.
- Oversee the implementation and utilization of customer support technologies, such as ticketing systems, knowledge bases, and chatbots.
- Develop and maintain a comprehensive knowledge base to empower both customers and support agents.
- Ensure adherence to service level agreements (SLAs) and quality assurance standards.
- Contribute to the development of customer support strategies that align with overall business objectives.
- Champion a customer-centric culture throughout the organization.
- Bachelor's degree in Business Administration, Communications, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in customer service or customer support roles, with at least 2 years in a leadership or supervisory capacity.
- Proven experience managing and motivating remote customer support teams.
- In-depth knowledge of customer support best practices, methodologies, and technologies (CRM, ticketing systems).
- Excellent communication, interpersonal, and problem-solving skills.
- Strong analytical skills with the ability to interpret data and make informed decisions.
- Ability to handle high-pressure situations and manage customer escalations effectively.
- Proficiency in utilizing various communication platforms for remote collaboration.
- A passion for delivering exceptional customer service and a strong understanding of customer needs.
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6
Senior Customer Support Specialist
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic, fully remote team. This role is crucial in ensuring exceptional customer satisfaction by providing timely and effective support across multiple communication channels, including email, phone, and live chat. You will be responsible for troubleshooting complex customer issues, escalating problems to appropriate departments when necessary, and documenting solutions for a comprehensive knowledge base.
Responsibilities:
Responsibilities:
- Respond to customer inquiries and resolve issues efficiently and professionally.
- Provide detailed technical assistance and guidance on product usage.
- Identify, document, and track bugs and feature requests.
- Collaborate with product and engineering teams to improve customer experience.
- Develop and maintain customer support documentation and FAQs.
- Train and mentor junior support staff.
- Analyze customer feedback to identify trends and areas for improvement.
- Ensure adherence to service level agreements (SLAs).
- Proactively engage with customers to ensure their success with our products.
- Proven experience in a customer support or helpdesk role, with at least 3 years in a senior capacity.
- Excellent communication and interpersonal skills, with the ability to empathize and build rapport.
- Strong problem-solving and analytical abilities.
- Proficiency in CRM software and helpdesk ticketing systems.
- Ability to work independently and manage time effectively in a remote environment.
- Demonstrated ability to handle high-pressure situations and complex technical issues.
- A proactive and service-oriented attitude.
- Bachelor's degree in a related field or equivalent practical experience.
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7
Remote Customer Support Specialist
Posted 2 days ago
Job Viewed
Job Description
Our client is looking for an exceptional Customer Support Specialist to join their fully remote team. This role is pivotal in ensuring customer satisfaction and maintaining high service standards. As a remote-first employee, you will be the first point of contact for customers, addressing inquiries, resolving issues, and providing comprehensive support via email, chat, and phone. Your primary responsibility will be to deliver outstanding customer service, building strong relationships and fostering loyalty. You will need to possess excellent communication skills, both written and verbal, with a patient and empathetic demeanor. The ideal candidate will have a proven track record in customer service or a related field, demonstrating an ability to de-escalate situations and find effective solutions. Familiarity with CRM software and ticketing systems is highly desirable. This position requires a self-motivated individual who can manage their workload independently and thrive in a virtual environment. You will be responsible for documenting customer interactions, tracking issues, and providing feedback to improve products and services. We are looking for individuals who are proactive, resourceful, and dedicated to exceeding customer expectations. A strong understanding of company policies and product offerings will be essential. Training and ongoing support will be provided, but a natural aptitude for problem-solving and customer engagement is key. This remote role offers the flexibility to work from anywhere in Kenya, contributing to a global team. You will be a key ambassador for our client's brand, ensuring every customer interaction is positive and productive. The opportunity to work remotely allows for a better work-life balance, while still being an integral part of a collaborative and supportive team. Join us in delivering world-class support from your home office. This role is based out of **Mlolongo, Machakos, KE**, but operates entirely remotely.
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8
Senior Customer Support Engineer (Remote)
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and technically proficient Senior Customer Support Engineer to join their remote-first support team. This is a fully remote position, offering the flexibility to provide world-class support from anywhere. You will be responsible for delivering exceptional technical assistance to customers, troubleshooting complex product issues, and ensuring customer satisfaction. Your duties will include responding to customer inquiries via multiple channels (email, chat, phone), diagnosing and resolving technical problems, documenting solutions, and escalating issues to engineering teams when necessary. The ideal candidate will have a deep understanding of our client's products and services, coupled with strong troubleshooting skills and a customer-centric mindset. Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools is essential. You must be able to clearly communicate technical information to both technical and non-technical users. This role requires excellent problem-solving abilities, patience, and the capacity to manage multiple support requests efficiently in a fast-paced environment. A proactive approach to identifying trends in customer issues and contributing to knowledge base articles is highly valued. This is a fantastic opportunity for a seasoned support professional to make a significant impact on customer success in a flexible, remote work setting. The role is conceptually located in **Mlolongo, Machakos, KE**, but is a fully remote position.
Key Responsibilities:
Key Responsibilities:
- Provide high-level technical support to customers.
- Troubleshoot and resolve complex product-related issues.
- Respond to customer inquiries through various communication channels.
- Document technical solutions and create knowledge base articles.
- Escalate unresolved issues to appropriate engineering or product teams.
- Identify trends in customer support requests and provide feedback for product improvement.
- Maintain accurate and detailed customer interaction records in the ticketing system.
- Ensure high levels of customer satisfaction and timely issue resolution.
- Collaborate with other support team members and cross-functional departments.
- Stay up-to-date with product updates and technical changes.
- Bachelor's degree in Computer Science, Information Technology, or a related technical field, or equivalent practical experience.
- Minimum of 4 years of experience in technical customer support or a similar role.
- Proven experience troubleshooting complex software or hardware issues.
- Proficiency with customer support ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Strong understanding of operating systems, networks, and common software applications.
- Excellent problem-solving, analytical, and critical thinking skills.
- Exceptional communication, interpersonal, and customer service skills.
- Ability to explain technical concepts clearly to non-technical users.
- Ability to work independently and manage time effectively in a remote setting.
- A passion for helping customers and delivering outstanding support.
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