74 Customer Support Manager jobs in Nairobi

• 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.

• 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.

• Lead, mentor, and manage a team of customer support representatives, fostering a positive and productive work environment.
• Develop and implement customer support strategies, policies, and procedures to enhance service quality.
• Monitor and analyze customer support metrics (e.g., response time, resolution rate, CSAT) to identify areas for improvement.
• Ensure timely and effective resolution of customer inquiries, complaints, and issues across various channels (phone, email, chat, social media).
• Train new hires and provide ongoing coaching and development to the support team.
• Collaborate with other departments (e.g., product, sales) to address customer feedback and improve overall customer experience.
• Manage the allocation of resources and workload distribution within the support team.
• Develop and maintain comprehensive knowledge base articles and support documentation.
• Identify trends in customer issues and proactively recommend product or service improvements.
• Handle escalated customer issues and complex problem-solving cases.
• Ensure compliance with company standards and service level agreements (SLAs).
• Contribute to the development and implementation of customer support technologies and tools.

• 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.
• Proven experience in managing and motivating remote customer support teams.
• Strong understanding of customer service principles, best practices, and performance metrics.
• Proficiency in customer support software and CRM systems (e.g., Zendesk, Salesforce, Intercom).
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to analyze data and derive actionable insights.
• Experience in developing and delivering training programs.
• Strong organizational and time management skills.
• Adaptability and ability to thrive in a fast-paced, remote work environment.

• Lead, mentor, and manage a remote team of customer service representatives and technical support specialists.
• Develop and implement strategies to enhance customer satisfaction, reduce response times, and improve first-contact resolution rates.
• Oversee daily operations of the customer support function, ensuring efficient workflow and resource allocation.
• Establish and monitor Key Performance Indicators (KPIs) for the support team, such as response time, resolution rate, and customer satisfaction scores (CSAT).
• Develop and refine support documentation, knowledge bases, and self-service resources.
• Collaborate with product development, sales, and marketing teams to address customer feedback and improve product offerings.
• Handle escalated customer issues, providing timely and effective solutions.
• Identify training needs and opportunities for professional development within the support team.
• Implement and manage customer support tools and technologies (e.g., CRM, ticketing systems, live chat).
• Contribute to the overall customer experience strategy of the company.

• A Bachelor's degree in Business Administration, Communications, or a related field.
• A minimum of 6 years of experience in customer service or customer support, with at least 2 years in a leadership or management role.
• Proven experience managing and motivating remote teams.
• Strong understanding of customer support principles, methodologies, and best practices.
• Proficiency with CRM software, ticketing systems, and other customer support tools.
• Excellent problem-solving, conflict resolution, and decision-making skills.
• Exceptional communication, interpersonal, and active listening skills, crucial for remote interaction.
• Ability to analyze support data and trends to identify areas for improvement.
• Experience in developing and managing service level agreements (SLAs).
• A patient, empathetic, and customer-centric approach.

• 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.

The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.

Job Overview/Summary:
In the Global Service Desk Manager
role you will be at the forefront of driving IT support across multiple regions, ensuring exceptional service delivery. This role offers you the chance to lead a diverse and ambitious team, fostering a culture of collaboration and accountability. Your ability to successfully to provide top-notch customer service will be crucial in maintaining IRC's esteemed reputation in providing help to our clients.

Major Responsibilities
People Management

• Manage daily operations, and provide leadership, direction, and guidance to the team across regions globally. This includes hiring, training, scheduling, and evaluating performance.
• Develop a culture of accountability, ensuring roles and responsibilities are clearly defined and met.
• Identify skills gaps and coordinate training programs, cross-training initiatives, and upskilling opportunities to ensure team readiness and continuous growth.
• Coordinate with the Director of User Services, managing team resources emphasizing talent development, coaching, training, and team morale.
• Ensure that customer inquiries and issues are resolved promptly and professionally, following established procedures and standards.
• Manage staffing levels, shift coverage, and on-call schedules to ensure support coverage and service continuity across time zones.
• Foster a positive team culture by promoting open communication, collaboration, and recognition, while addressing morale or workload concerns promptly.
• Participate in hiring processes, onboarding new staff, and ensuring new team members are equipped with the tools, knowledge, and support needed to succeed.
• Ensure team objectives align with broader IT and business strategies, and track progress toward departmental KPIs and service excellence benchmarks.

Processes

• Drive process improvement by finding opportunities in workflow areas and work with others to implement change.
• Track key metrics to improve team efficiency and customer satisfaction, while leading initiatives to close performance gaps.
• Facilitate global Tech Support meetings to resolve recurring issues and drive continuous improvement.
• Track and analyze key performance metrics (e.g., SLA adherence, ticket volume trends, resolution times)
• Develop and execute action plans to address recurring issues, reduce ticket backlog, and streamline support processes through automation and standardization.
• Organize and lead regular problem-solving sessions with global Technical Support teams to align practices, resolve systemic issues, and promote knowledge sharing.
• Document and refine support procedures for unified support, and in compliance with ITIL.
• Support the rollout of new tools, processes, and policies by planning communication, training, and adoption strategies across regional teams.

Support

• Provide Tier 2 and Tier 3 technical support and solve complex and escalated issues across hardware, software and network environments, ensuring minimal disruption to end users.
• Act as the primary escalation point for critical incidents and blocking issues, ensuring timely resolution and clear communication with users, stakeholders, and partners.
• Deliver high-touch, white-glove support to senior leadership, especially in handling high-priority incidents, outages, or critical technical concerns.
• Work closely with infrastructure, security, applications, and service delivery teams to ensure system stability, continuous improvement, and alignment of support processes.
• Monitor, triage and coordinate responses to urgent tickets, service outages, and security-related incidents in collaboration with internal IT teams and external vendors.
• Support cross-team projects and implementation of IT initiatives and strategies, such as security enhancements, rollouts, infrastructure changes, and other tasks as determined by management.
• Ensure a high level of customer satisfaction by addressing concerns promptly, following up on resolutions, and maintaining transparent communication throughout the support process.
• Identify support process gaps and drive initiatives to improve response times, resolution quality, and knowledge documentation.

Administration

• Track KPIs across global regions and identify trends or anomalies.
• Provide executive summaries and insights for leadership.
• Support team communication by preparing reports and publishing regular newsletters for the Helpdesk team
• Assist with budgeting for tools, software, training, and staffing needs.
• Oversee onboarding processes for new Helpdesk staff globally.
• Track and schedule regular training sessions or certifications for the team.
• Ensure alignment to ITIL, SOPs, or other applicable service management frameworks.
• Support audit preparation by providing relevant documentation and records.
• Create and maintain global shift schedules to ensure continuous coverage.
• Track time-off requests, holidays, and coverage planning.
• Support coordination and documentation of major incident responses.
• .Lead the creation of comprehensive technical and user-friendly public-facing documentation to enhance customer self-help capabilities, streamline processes, and ensure consistency in service delivery.

Key Working Relationships
Position Reports to:
Director User Services

Position directly supervises:
Yes

Indirect Reporting:
N/A

Other Internal And External Contacts
The team lead will work independently and in a team setting daily. They will interact with vendors as needed.

Internal:
Team Leads, Technicians, System Engineers, Desktop Engineers, Network Engineers, Project Managers

External:
Vendors: Phone Vendor, Printer Vendor, MAC Support, Microsoft Support, and others as needed.

Job Requirements

• Education: Bachelor's degree in computer science, information technology, or a related field, or equivalent work experience.
• Five years of demonstrable experience in IT support, including at least two years in a supervisory or managerial role. Ideally, this experience should have been gained in organizations with over 1,000 users across multiple locations.
• Certificates or Licenses: ITIL Foundation, Administering Windows Server Hybrid Core Infrastructure (AZ-900),

Azure Fundamentals (AZ-800), CompTIA A+, CompTIA Network+
Work Experience

• Skilled in applying and running the ServiceNow ticketing system, including performance reporting, issue management, staff usage, and workflow process automation.
• Comprehensive knowledge of using Azure, O365 Administration, ADManager, Security, antivirus tools, etc.
• Proficient with services and products such as Microsoft Office 365, Windows 11, Mac OS, and PowerBI Pro.
• Good understanding of ITIL Service Management principles and practices.
• Ability to create and analyze metrics and statistics to identify trends.
• Experience in mentoring and handling meaningful discussions with calmness and clarity; ability to handle stressful environments.
• Solid skills in documentation, organization, and time management.
• Must be dedicated and know when to seek guidance; attention to detail is crucial.
• Flexibility, agility in changing priorities quickly, and capability to manage multiple tasks.
• Superb communication and interpersonal abilities, and ability to communicate effectively with both technical and non-technical audiences.
• Capability to continuously learn new technologies and apply them to meet customer needs.
• Proficiency in working autonomously while also engaging with colleagues across functions within a team.
• Stay updated on technology trends, developments, and standard methodologies.
• Audiovisual equipment support experience, including platforms like Zoom and Microsoft Teams.

Working Environment
:
This is hybrid position. Standard office work environment. Ability to work as part of a geographically dispersed team. Flexibility to work shifts, occasional work on weekends.

Compensation
(
Pay Range: US based $111,686 - $21,377 or Nairobi based ( 481,950- 567,000
Kenyan Shilling
) Posted pay ranges apply to US-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience, and skills relative to the defined job requirements.

Standard of Professional Conduct: The IRC and the IRC workers must adhere to the values and principles outlined in the IRC Way – our Code of Conduct. These are Integrity, Service, Accountability, and Equality.

Cookies:

Compensation: Posted pay ranges apply to US-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirements.

US Benefits: We offer a comprehensive and highly competitive set of benefits. In the US, these include: 10 sick days, 10 US holidays, 20-25 paid time off days depending on role and tenure, medical insurance starting at $1 3 per month, dental starting at 6.50 per month, and vision starting at 5 per month, FSA for healthcare and commuter costs, a 403b retirement savings plans with immediately vested matching, disability & life insurance, and an Employee Assistance Program which is available to our staff and their families to support counseling and care in times of crisis and mental health struggles.

Equal Opportunity Employer: IRC is an Equal Opportunity Employer. IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status, disability or any other characteristic protected by applicable law.

Company Description

Hillspan Insurance Brokers Ltd is a fully fledged insurance brokerage and leading provider of insurance and risk management solutions. Our dynamic team of insurance professionals is committed to offering innovative and cutting-edge solutions that revolutionize the traditional insurance broking landscape. We focus on delivering exceptional quality services, ensuring utmost customer satisfaction, and providing excellent value for our clients' investments.

Role Description

This is a full-time on-site role for a Customer Service Officer, located in Nairobi County, Kenya. The Customer Service Officer will be responsible for managing customer inquiries, manage front office/reception, providing support, ensuring customer satisfaction, and enhancing the overall customer experience. The role involves daily interaction with clients to address their needs, resolving any issues, and maintaining positive relationships to ensure a high level of customer service.

Qualifications and responsibilities

• Interpersonal Skills and Customer Support skills
• Customer Satisfaction, Customer Service, and Customer Experience skills
• Strong communication and problem-solving abilities
• Ability to work effectively in a team and manage multiple tasks simultaneously
• Proficiency in using customer service software and tools
• Relevant experience in the financial services industry is a plus
• Bachelor's degree in Business or related field

Bilingual Customer Service Representative (English/French)

We are looking for a
Bilingual Customer Service Representative
to join our team and provide excellent support to international clients.

The ideal candidate is fluent in
English and French
, has strong communication skills, and is passionate about helping customers.

Responsibilities:

• Handle customer inquiries via phone, email, and chat
• Provide accurate information and effective solutions
• Maintain a high level of professionalism and empathy

Requirements:

• Fluency in
  English and French
• Previous experience in customer service or call center (preferred)
• Based in Nairobi, Kenya.

What we offer:

• Competitive salary
• Career growth opportunities
• Dynamic and multicultural work environment