2,449 Customer Support Manager jobs in Kenya
Senior Customer Support Manager
40200 Kisumu
KES140000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking an experienced and proactive Senior Customer Support Manager to lead their remote customer service and helpdesk operations. This is a fully remote position, enabling you to manage and inspire a team of support professionals from the convenience of your home office. You will be responsible for overseeing daily support activities, ensuring exceptional customer satisfaction, and driving continuous improvement in service delivery. The ideal candidate will have a strong background in customer service management, with a proven ability to lead, train, and motivate a remote support team. Excellent communication, problem-solving, and conflict-resolution skills are essential. You will develop and implement effective support strategies, manage support channels (phone, email, chat), monitor key performance indicators (KPIs), and ensure timely and accurate resolution of customer inquiries and issues. Experience with helpdesk software, CRM systems, and knowledge base management is crucial. This role requires a deep understanding of customer needs and a commitment to fostering a positive customer experience. You will collaborate with other departments to address customer feedback and identify opportunities for product or service enhancements. This position is critical for maintaining our client's reputation for outstanding customer support and ensuring high levels of customer loyalty. The successful candidate will be a strategic thinker, adept at managing remote teams and optimizing support processes for maximum efficiency and effectiveness.
Location: Garissa, Garissa, KE (Remote-First)
Location: Garissa, Garissa, KE (Remote-First)
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Senior Customer Support Manager
00100 Abothuguchi West
KES290000 Annually
WhatJobs
Posted 3 days ago
Job Viewed
Job Description
Our client, a rapidly expanding technology company, is seeking a highly motivated and experienced Senior Customer Support Manager to lead their dedicated remote customer service team. This role is crucial in ensuring exceptional customer experiences and driving customer satisfaction and loyalty. You will be responsible for managing the day-to-day operations of the customer support function, overseeing a team of support agents, and implementing strategies to enhance service delivery, all while working remotely. The ideal candidate will possess a strong background in customer service management, with a deep understanding of support metrics, team leadership, and customer relationship management. Responsibilities include training and coaching support staff, developing and refining support processes and workflows, handling escalated customer issues, and analyzing customer feedback to identify areas for improvement. Experience with CRM software, ticketing systems, and various customer communication channels (phone, email, chat, social media) is essential. You must be an outstanding communicator, possess strong problem-solving skills, and have the ability to motivate and lead a remote team effectively. A proactive approach to identifying and addressing customer needs, along with a passion for delivering outstanding service, will be key to your success. This is an exciting opportunity to shape the customer support experience for a growing user base and contribute to the company's overall success through excellent remote leadership.
Responsibilities:
Qualifications:
Responsibilities:
- Manage and lead a remote team of customer support representatives.
- Oversee daily support operations, ensuring efficient and timely resolution of customer inquiries.
- Develop and implement customer support policies, procedures, and best practices.
- Monitor key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction.
- Handle complex and escalated customer issues, providing timely and effective solutions.
- Train, coach, and mentor support team members to enhance their skills and performance.
- Analyze customer feedback and support data to identify trends and areas for service improvement.
- Collaborate with other departments (e.g., product, sales) to address customer needs and feedback.
- Manage and optimize the use of customer support software and tools (CRM, ticketing systems).
- Ensure consistent delivery of high-quality customer service across all channels.
- Foster a positive and supportive team environment within a remote setting.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- A minimum of 5 years of experience in customer support, with at least 2 years in a management or leadership role.
- Proven experience managing remote customer support teams.
- Strong understanding of customer service principles and best practices.
- Proficiency with CRM software and customer support ticketing systems.
- Excellent leadership, communication, and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Ability to work independently and manage multiple priorities in a remote environment.
- Customer-centric mindset with a passion for delivering exceptional service.
- Experience in the technology sector is a plus.
This advertiser has chosen not to accept applicants from your region.
1
Senior Customer Support Manager
00100 Abothuguchi West
KES160000 Annually
WhatJobs
Posted 3 days ago
Job Viewed
Job Description
Our client is seeking a highly experienced and customer-centric Senior Customer Support Manager to lead their dedicated support team. This is a fully remote position, empowering you to manage and inspire your team from anywhere. As the Senior Customer Support Manager, you will be responsible for ensuring exceptional customer service delivery, fostering customer loyalty, and driving continuous improvement in support operations. You will lead, train, and mentor a team of customer service representatives and helpdesk technicians, setting clear performance expectations and promoting a positive and productive work environment. Key responsibilities include developing and implementing customer support strategies, analyzing customer feedback and support metrics to identify trends and areas for improvement, and managing escalations to resolve complex customer issues efficiently and effectively. You will also collaborate with product and engineering teams to provide customer insights and advocate for feature enhancements that improve the customer experience. The ideal candidate will have a proven track record of managing high-performing customer support teams, a deep understanding of customer service best practices, and extensive experience with CRM systems and helpdesk software. Strong analytical skills to interpret data and make informed decisions, excellent problem-solving abilities, and exceptional communication and interpersonal skills are essential. This role requires strong leadership, strategic thinking, and the ability to motivate a remote team. A Bachelor's degree in Business Administration, Communications, or a related field, along with a minimum of 5-7 years of experience in customer service or support management, is required. Experience in a remote team management setting is highly preferred. We are looking for a passionate advocate for the customer, dedicated to building strong customer relationships and driving satisfaction. Your ability to create a culture of service excellence and to effectively manage remote operations will be critical to your success. This is an excellent opportunity to make a significant impact on our client's customer experience and contribute to their overall success, all while enjoying the flexibility of a remote work environment.
This advertiser has chosen not to accept applicants from your region.
2
Senior Customer Support Manager
00100 Ongata Rongai, Rift Valley
KES85000 Annually
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client is seeking an experienced and dynamic Senior Customer Support Manager to lead their customer service operations. This is a fully remote position, offering you the flexibility to manage and inspire a remote customer support team from anywhere. You will be responsible for ensuring exceptional customer satisfaction by developing and implementing effective support strategies, training and managing a team of support representatives, and resolving complex customer issues. The ideal candidate will have a strong background in customer service management, a passion for delivering outstanding customer experiences, and proven leadership skills. You will play a crucial role in enhancing customer loyalty and driving service excellence. Responsibilities:
- Develop, implement, and refine customer support policies and procedures to ensure consistency and efficiency.
- Lead, train, mentor, and motivate a team of remote customer support representatives to achieve performance goals.
- Monitor customer support performance metrics (e.g., response times, resolution rates, customer satisfaction scores) and implement strategies for improvement.
- Handle escalated customer inquiries and complex issues, providing timely and effective resolutions.
- Manage customer feedback and complaints, identifying trends and implementing proactive solutions.
- Collaborate with other departments (e.g., Product, Sales, Marketing) to ensure a seamless customer experience.
- Develop and maintain comprehensive knowledge base articles and support documentation.
- Identify opportunities for service improvement and implement new tools or technologies to enhance customer support operations.
- Ensure compliance with company service level agreements (SLAs).
- Prepare regular reports on customer support performance for senior management.
- Foster a positive and customer-centric team culture.
- Stay informed about industry best practices in customer service and support.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service or support, with at least 2 years in a leadership or management role.
- Proven experience managing remote teams effectively.
- Excellent understanding of customer service principles and best practices.
- Strong problem-solving and conflict-resolution skills.
- Exceptional communication, interpersonal, and active listening skills.
- Proficiency with customer relationship management (CRM) software and helpdesk ticketing systems.
- Ability to analyze data and generate actionable insights.
- Strong organizational and time management skills.
- Demonstrated ability to work independently and lead a remote team.
- A passion for customer advocacy and delivering exceptional service.
This advertiser has chosen not to accept applicants from your region.
3
Senior Customer Support Manager
20117 Mwembe
KES550000 Annually
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and empathetic Senior Customer Support Manager to lead their customer service operations on a fully remote basis. This vital role is responsible for ensuring exceptional customer experiences and managing a high-performing support team. The ideal candidate will have extensive experience in customer service management, team leadership, performance monitoring, and implementing effective support strategies. You will oversee all aspects of customer interactions, from initial contact to issue resolution, ensuring timely and satisfactory outcomes. Responsibilities include developing and refining support processes, training and mentoring support staff, and utilizing CRM systems to track customer interactions and identify trends. The Senior Customer Support Manager will analyze customer feedback and support metrics to identify areas for improvement and implement solutions to enhance customer satisfaction and loyalty. This is a remote-first position, requiring strong self-discipline and the ability to manage a distributed team effectively through virtual communication channels. The designated operational center is **Nakuru, Nakuru, KE**, but the role is fully remote, offering broad talent accessibility. We are seeking an individual with outstanding problem-solving skills, excellent communication and interpersonal abilities, and a passion for customer advocacy. Experience with helpdesk software and ticketing systems is essential. A proven ability to motivate teams and resolve complex customer issues is paramount. This is an exciting opportunity for a customer-centric leader to make a significant impact on customer satisfaction and retention within a growing organization, all while enjoying the flexibility of remote work. If you are a driven support professional ready to lead and inspire a remote team to deliver outstanding service, we encourage you to apply.
This advertiser has chosen not to accept applicants from your region.
4
Senior Customer Support Manager
80100 Nairobi, Nairobi
KES160000 Annually
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client is seeking an experienced and empathetic Senior Customer Support Manager to lead their fully remote customer service and helpdesk operations. This role is critical in ensuring exceptional customer experiences by managing and optimizing support channels, leading a team of support specialists, and implementing best practices in customer care. The ideal candidate will have a proven track record in customer support management, strong leadership skills, and a deep understanding of customer service technologies and strategies. Responsibilities include developing and enforcing support policies, training and mentoring the support team, monitoring service levels, analyzing customer feedback, and driving continuous improvement initiatives. The successful candidate must be adept at managing a remote team, fostering a positive and productive work environment, and resolving complex customer issues effectively. This position requires outstanding communication, problem-solving, and interpersonal skills. You will play a key role in shaping the company's reputation for outstanding customer service. This is an exciting opportunity to lead a dedicated team and make a significant impact on customer satisfaction and loyalty from a remote setting. We are looking for a proactive leader committed to excellence in customer support.
Key Responsibilities:
Key Responsibilities:
- Lead, manage, and mentor a remote team of customer support specialists.
- Develop and implement customer support strategies, policies, and procedures.
- Oversee daily operations of the helpdesk, ensuring timely and effective issue resolution.
- Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.
- Analyze customer feedback and support data to identify trends and areas for improvement.
- Train and onboard new support team members, providing ongoing coaching and development.
- Manage escalations and resolve complex customer issues.
- Collaborate with other departments to address customer concerns and improve product/service offerings.
- Maintain and improve knowledge base articles and support documentation.
- Foster a customer-centric culture within the support team and the wider organization.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer support, with at least 2 years in a management or leadership role.
- Proven experience managing remote customer service teams.
- Strong understanding of helpdesk software, CRM systems, and customer support best practices.
- Excellent leadership, communication, and interpersonal skills.
- Demonstrated ability in problem-solving, conflict resolution, and decision-making.
- Proficiency in analyzing support metrics and implementing data-driven improvements.
- Ability to motivate and develop a high-performing remote team.
- Experience with (Specific Industry Software, e.g., Zendesk, Salesforce Service Cloud) is a plus.
This advertiser has chosen not to accept applicants from your region.
5
Senior Customer Support Manager
40100 Kisumu
KES550000 Annually
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and experienced Senior Customer Support Manager to lead our exceptional customer service team. This is a fully remote role, offering the flexibility to manage and inspire a team of support professionals from anywhere. You will be responsible for overseeing all aspects of customer support operations, ensuring that our customers receive timely, accurate, and empathetic assistance. This role requires strong leadership, excellent communication skills, and a deep understanding of customer service best practices and metrics. Your goal will be to enhance customer satisfaction, loyalty, and retention through outstanding support.
Key Responsibilities:
Key Responsibilities:
- Lead, manage, and mentor a remote customer support team, fostering a positive and high-performance culture.
- Develop and implement customer support policies, procedures, and service standards.
- Monitor and analyze key customer service metrics (e.g., response time, resolution time, customer satisfaction scores) and identify areas for improvement.
- Manage customer escalations and ensure timely and effective resolution of complex issues.
- Train and onboard new customer support representatives, providing ongoing coaching and development.
- Collaborate with other departments (e.g., Product, Sales, Engineering) to address customer feedback and product issues.
- Develop and maintain customer support documentation, including FAQs and knowledge base articles.
- Identify opportunities to leverage technology and automation to improve support efficiency and effectiveness.
- Ensure the team is equipped with the necessary tools and resources to provide excellent service.
- Contribute to the strategic planning and goal-setting for the customer support department.
- Proven experience (5+ years) in a customer support leadership role.
- Demonstrated ability to manage and motivate a remote team.
- Excellent understanding of customer service principles and best practices.
- Strong analytical and problem-solving skills, with the ability to identify trends and implement solutions.
- Exceptional interpersonal and communication skills, both written and verbal.
- Experience with CRM software and customer support ticketing systems.
- Ability to manage multiple priorities and work effectively under pressure.
- A passion for delivering outstanding customer experiences.
- Bachelor's degree in Business Administration, Communications, or a related field is preferred.
This advertiser has chosen not to accept applicants from your region.
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6
Senior Customer Support Manager
60200 Meru , Eastern
KES75000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client, a rapidly expanding software company, is seeking an experienced and dedicated Senior Customer Support Manager to lead their remote customer service operations. This role is vital for ensuring exceptional customer satisfaction by managing a team of support specialists, developing support strategies, and optimizing helpdesk processes. You will be responsible for setting high standards for customer service, resolving complex customer issues, and driving continuous improvement within the support function, all from your remote workspace.
Responsibilities:
Responsibilities:
- Lead, mentor, and manage a remote team of customer support specialists, fostering a high-performance culture.
- Develop and implement customer support strategies, policies, and procedures to enhance customer satisfaction and loyalty.
- Oversee the daily operations of the customer support helpdesk, ensuring timely and effective resolution of customer inquiries and issues.
- Monitor key customer service metrics (e.g., response time, resolution rate, CSAT scores) and drive improvements.
- Handle escalated customer complaints and complex issues, providing timely and satisfactory resolutions.
- Train and onboard new support team members, ensuring they are equipped with the necessary skills and knowledge.
- Collaborate with other departments (e.g., Product, Engineering, Sales) to address customer feedback and improve products/services.
- Develop and maintain comprehensive knowledge base articles and FAQs for customer self-service.
- Identify trends in customer issues and provide insights to product and engineering teams for product enhancements.
- Manage support channels, including email, phone, chat, and social media.
- Ensure adherence to service level agreements (SLAs) and company standards.
- Implement and utilize customer support software and tools to optimize efficiency.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Champion a customer-centric approach throughout the organization.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer support, with at least 2 years in a supervisory or managerial role.
- Proven experience managing remote customer support teams.
- Deep understanding of customer service principles, best practices, and performance metrics.
- Experience with CRM and helpdesk software (e.g., Zendesk, Salesforce Service Cloud, Intercom).
- Excellent leadership, communication, and problem-solving skills.
- Strong ability to de-escalate situations and resolve customer conflicts effectively.
- Proficiency in data analysis and reporting to track support performance.
- Ability to develop training materials and conduct effective training sessions.
- Exceptional organizational skills and attention to detail.
- Ability to work independently and manage priorities in a fast-paced, remote environment.
This advertiser has chosen not to accept applicants from your region.
7
Senior Customer Support Manager
90100 Kihuyo
KES95000 Annually
WhatJobs
Posted 9 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Manager to lead their customer service team. This is a fully remote position, allowing you to manage and inspire your team from anywhere within Kenya. You will be responsible for overseeing all aspects of customer support operations, ensuring exceptional service delivery and customer satisfaction. Your duties will include managing a team of customer service representatives, setting performance goals, providing training and coaching, and fostering a positive team environment. You will develop and implement customer support strategies, policies, and procedures to enhance efficiency and effectiveness. The ideal candidate will possess a proven track record in customer service management, with extensive experience in handling complex customer issues and resolving escalations. Strong leadership, problem-solving, and communication skills are essential. You will work on improving customer satisfaction metrics, reducing response times, and increasing first-contact resolution rates. Experience with customer relationship management (CRM) software and helpdesk ticketing systems is required. You will also be responsible for analyzing customer feedback and support data to identify trends and areas for improvement. Collaborating with other departments, such as product development and sales, to address customer concerns and advocate for customer needs will be a key aspect of the role. This is an excellent opportunity for a customer-centric leader to make a significant impact on customer loyalty and retention from a remote setting. Join us and help us deliver outstanding support experiences.
This advertiser has chosen not to accept applicants from your region.
8
Senior Customer Support Manager
80100 Nairobi, Nairobi
KES130000 Annually
WhatJobs
Posted 10 days ago
Job Viewed
Job Description
Our client is looking for an experienced and empathetic Senior Customer Support Manager to lead their remote customer service team. This role is vital in ensuring exceptional customer experiences, resolving complex issues, and continuously improving support processes. The ideal candidate will have a strong background in customer service management, team leadership, and developing effective support strategies.
Responsibilities:
Qualifications:
Responsibilities:
- Lead, train, and mentor a remote customer support team, fostering a culture of excellent service and continuous improvement.
- Develop and implement customer support policies, procedures, and best practices to ensure consistent and high-quality service delivery.
- Manage incoming support requests across various channels (phone, email, chat, social media), ensuring timely and effective resolution.
- Handle escalated customer issues, demonstrating advanced problem-solving skills and empathy.
- Monitor customer support performance metrics (e.g., response time, resolution rate, customer satisfaction scores) and implement strategies for improvement.
- Analyze customer feedback and support trends to identify areas for product or service enhancement.
- Collaborate with other departments (e.g., product, sales, engineering) to address customer issues and advocate for customer needs.
- Develop and maintain comprehensive knowledge base articles and FAQs for both customers and support agents.
- Ensure compliance with company standards and service level agreements (SLAs).
- Recruit, onboard, and manage the performance of customer support representatives.
- Stay updated on industry best practices and emerging technologies in customer service and support.
- Drive initiatives to enhance customer loyalty and retention through superior support.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 6 years of experience in customer service or support roles, with at least 3 years in a management or supervisory capacity, preferably leading remote teams.
- Proven ability to build and lead high-performing customer support teams.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong understanding of customer support software and CRM systems (e.g., Zendesk, Salesforce Service Cloud).
- Demonstrated ability to analyze data and use insights to improve customer experience.
- Experience in developing and implementing customer support strategies and SLAs.
- Empathetic and customer-centric approach to service delivery.
- Ability to manage multiple priorities and thrive in a fast-paced, remote environment.
- Proficiency in conflict resolution and de-escalation techniques.
This advertiser has chosen not to accept applicants from your region.
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