2,748 Customer Support Team Lead jobs in Kenya
Lead Customer Service & Helpdesk Manager, Technical Support
Posted 19 days ago
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Job Description
Our client is seeking an experienced and dynamic Lead Customer Service & Helpdesk Manager to build and manage their remote technical support operations. This role is critical for ensuring exceptional customer satisfaction and efficient resolution of technical issues. You will be responsible for leading a team of helpdesk support specialists, developing support processes, managing service level agreements (SLAs), and implementing strategies to improve customer experience. The ideal candidate will have a strong background in customer service management, technical support, and team leadership within a remote environment. Proficiency in helpdesk ticketing systems (e.g., Zendesk, Jira Service Management) and CRM software is essential. You will analyze support data to identify trends, implement proactive solutions, and ensure continuous improvement of support services. A Bachelor's degree in Business Administration, Information Technology, or a related field, coupled with a minimum of 5 years of experience in customer service or technical support, with at least 2 years in a supervisory or management role, is required. Excellent communication, problem-solving, and interpersonal skills are paramount. As this is a fully remote position, you must demonstrate exceptional organizational skills, self-motivation, and the ability to lead and motivate a remote team effectively. A dedicated home office setup and reliable internet connectivity are mandatory. Responsibilities include:
This is a unique opportunity to shape and lead a remote customer support function for a growing organization. We are looking for a customer-centric leader with a passion for service excellence and a proven ability to manage remote teams. Your strategic thinking, problem-solving capabilities, and commitment to delivering outstanding support will be key to success in this role. If you are an inspiring leader ready to build and optimize a world-class remote helpdesk, we encourage you to apply.
- Leading, coaching, and mentoring a remote helpdesk support team.
- Developing and implementing comprehensive customer support policies and procedures.
- Managing the daily operations of the helpdesk, ensuring timely and effective issue resolution.
- Monitoring and analyzing support metrics to identify areas for improvement.
- Ensuring adherence to service level agreements (SLAs).
- Collaborating with other departments to resolve complex customer issues.
- Managing the helpdesk ticketing system and associated tools.
- Developing training materials and conducting training for support staff.
- Gathering customer feedback and implementing improvements.
- Maintaining a high level of customer satisfaction.
This is a unique opportunity to shape and lead a remote customer support function for a growing organization. We are looking for a customer-centric leader with a passion for service excellence and a proven ability to manage remote teams. Your strategic thinking, problem-solving capabilities, and commitment to delivering outstanding support will be key to success in this role. If you are an inspiring leader ready to build and optimize a world-class remote helpdesk, we encourage you to apply.
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Remote Helpdesk Support Specialist
Posted 5 days ago
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Job Description
Our client is seeking a dedicated and customer-focused Remote Helpdesk Support Specialist to provide first-level technical support to our users across the organization. This is a fully remote position, requiring excellent communication skills and the ability to resolve technical issues effectively from a distance. The Helpdesk Support Specialist will be responsible for responding to user inquiries via phone, email, and chat, diagnosing hardware and software problems, and guiding users through step-by-step solutions. You will troubleshoot issues related to operating systems, applications, network connectivity, and peripheral devices. The role involves documenting all support requests and resolutions in our ticketing system, ensuring accurate record-keeping and knowledge base contributions. The ideal candidate will possess a strong understanding of common IT issues and be adept at explaining technical concepts in a clear and understandable manner to non-technical users. You will escalate complex problems to senior support teams or IT administrators when necessary, providing detailed information for further investigation. Maintaining a high level of customer satisfaction is paramount. This role requires a patient, methodical approach to problem-solving and a commitment to providing timely and effective support. Staying updated on the latest software and hardware technologies is important for addressing a wide range of user needs. We are looking for a proactive individual who can manage their workload efficiently in a remote setting and contribute positively to our IT support team. This is an excellent opportunity to build your IT support career while enjoying the flexibility of remote work.
Key Responsibilities:
Key Responsibilities:
- Provide first-level technical support to end-users via phone, email, and chat.
- Diagnose and resolve hardware and software issues.
- Troubleshoot operating systems, applications, and network connectivity problems.
- Guide users through step-by-step solutions for technical issues.
- Document all support requests and resolutions in the ticketing system.
- Escalate complex issues to appropriate IT support tiers.
- Maintain a high level of customer service and satisfaction.
- Assist in creating and updating IT support documentation and knowledge base articles.
- Ensure timely resolution of user support requests.
- Stay current with IT support best practices and technologies.
- High school diploma or equivalent; Associate's or Bachelor's degree in a related field is a plus.
- Minimum of 2 years of experience in IT helpdesk or technical support roles.
- Proficiency in troubleshooting Windows and macOS operating systems.
- Familiarity with common business applications (e.g., Microsoft Office Suite, Google Workspace).
- Understanding of basic networking concepts (TCP/IP, DNS, DHCP).
- Experience with IT ticketing systems (e.g., Jira Service Desk, Zendesk).
- Excellent problem-solving and diagnostic skills.
- Strong verbal and written communication abilities.
- Customer-oriented attitude with patience and empathy.
- Ability to work independently and manage time effectively in a remote environment.
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Remote Customer Success Lead - Technical Support
Posted 16 days ago
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Job Description
Our client is looking for a dedicated and experienced Customer Success Lead to spearhead their remote customer support operations. In this crucial role, you will be the primary point of contact for clients, ensuring they receive exceptional service and support, thereby fostering long-term relationships and maximizing customer satisfaction. You will manage a team of remote support specialists, providing guidance, training, and performance feedback. Your responsibilities will encompass troubleshooting complex technical issues, developing and implementing effective support strategies, and creating comprehensive knowledge base articles. This position demands a proactive approach to identifying potential customer pain points and developing solutions before they escalate. You will work closely with product development and sales teams to relay customer feedback and contribute to service improvements. The ideal candidate will have a proven track record in customer service management, a deep understanding of technical support processes, and excellent communication and problem-solving skills. Proficiency in CRM software and helpdesk ticketing systems is essential. This is a remote-first opportunity, requiring a highly organized and self-motivated individual who can manage their time effectively and collaborate seamlessly with colleagues across different locations. You will play a key role in shaping the customer experience and ensuring our client's reputation for outstanding service. We seek an individual who is passionate about helping customers, possesses a strong technical aptitude, and can lead by example in a virtual environment. Your ability to de-escalate challenging situations and provide clear, concise solutions will be vital. Join us and contribute to a culture of customer-centricity, driving success through exceptional support and continuous improvement, all while enjoying the benefits of a remote work lifestyle and making a tangible difference in our clients' journey.
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Lead Customer Support Engineer
Posted 24 days ago
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Job Description
Our client is seeking an experienced and empathetic Lead Customer Support Engineer to provide exceptional technical assistance and support to their valued customers. This is a fully remote role, allowing you to contribute to customer success from the comfort of your home office. You will be responsible for diagnosing and resolving complex technical issues, guiding customers through product usage, and ensuring a seamless support experience. As a lead, you will also play a crucial role in mentoring junior support team members, developing support documentation, and identifying areas for service improvement. The ideal candidate possesses strong analytical skills, excellent communication abilities, and a deep understanding of technical troubleshooting. Key Responsibilities:
- Providing high-level technical support to customers via phone, email, and chat, resolving complex issues efficiently and effectively.
- Diagnosing and troubleshooting software and hardware problems, escalating issues to engineering teams when necessary.
- Guiding customers through product setup, installation, and usage.
- Developing and maintaining a knowledge base of common issues and their resolutions.
- Mentoring and training junior customer support representatives, sharing best practices and technical expertise.
- Analyzing customer feedback and support trends to identify opportunities for product and service enhancements.
- Creating and updating technical documentation, FAQs, and user guides.
- Collaborating with product development and engineering teams to address recurring technical challenges.
- Ensuring customer satisfaction by providing timely, accurate, and professional support.
- Participating in on-call rotation for urgent customer issues.
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field.
- Minimum of 4 years of experience in a customer support or technical support role, with at least 1 year in a lead or senior capacity.
- Proven ability to troubleshoot and resolve complex technical issues across various platforms.
- Strong understanding of (relevant technologies, e.g., operating systems, networking, software applications).
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Experience with helpdesk ticketing systems (e.g., Zendesk, Jira Service Desk).
- Ability to work independently and manage priorities effectively in a remote setting.
- Problem-solving aptitude and a customer-centric approach.
- Team player with strong leadership potential.
This advertiser has chosen not to accept applicants from your region.
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Job Description
Our client is searching for an experienced and dynamic Lead Customer Support Manager to build and lead a high-performing, fully remote customer service and helpdesk team. This position is critical for ensuring exceptional customer satisfaction and providing efficient technical support across all our product offerings. You will be responsible for developing and implementing customer support strategies, defining service level agreements (SLAs), and establishing best practices for customer interaction and issue resolution. Key duties include recruiting, training, onboarding, and managing a geographically dispersed team of support agents, setting performance targets, and monitoring team productivity and quality. You will also be responsible for analyzing customer feedback and support metrics to identify areas for improvement, developing knowledge base articles and support documentation, and collaborating with product and engineering teams to address recurring customer issues. The ideal candidate will possess a proven track record in customer service management, strong leadership and people management skills, and a deep understanding of helpdesk operations and CRM systems. Excellent communication, problem-solving, and conflict-resolution abilities are essential. This is a remote-first role, requiring excellent organizational skills and the ability to foster a collaborative and supportive team culture virtually. We are looking for a motivated individual passionate about delivering outstanding customer experiences and driving continuous improvement within the support function. You will be instrumental in shaping our customer support vision and ensuring our customers receive timely, effective, and friendly assistance, regardless of their location. While fully remote, the team's operational focus is aligned with the innovation hub situated in Machakos, Machakos, KE .
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Lead Customer Support Team Lead
Posted 16 days ago
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Job Description
Our client is seeking a dynamic and experienced Lead Customer Support Team Lead to manage and inspire their remote customer service team. This role is vital for ensuring exceptional customer experiences and driving customer satisfaction through efficient and effective support operations. You will be responsible for leading a team of customer support specialists, providing training, setting performance standards, and monitoring key metrics to ensure service level agreements (SLAs) are met. Your duties will include handling escalated customer issues, identifying trends in customer inquiries, and collaborating with other departments to implement service improvements. You will also be involved in developing and refining support processes, utilizing CRM systems, and fostering a positive and productive team environment, all within a fully remote setting. The ideal candidate will have a proven track record in customer service management, with strong leadership and coaching abilities. Excellent communication, problem-solving, and conflict-resolution skills are essential. Proficiency with customer support software and a deep understanding of customer service best practices are required. As a remote-first position, exceptional organizational skills, self-discipline, and the ability to motivate and manage a distributed team are paramount. You must be proactive in identifying opportunities to enhance the customer journey and contribute to the overall success of the business. We are looking for a dedicated individual who is passionate about customer advocacy and driving service excellence. The opportunity to lead a high-performing remote team, contribute to a company's growth, and shape positive customer interactions, all from the convenience of your home office, is an exciting prospect, supporting a client base that may include customers in or near Meru, Meru, KE . Join an organization that values its employees and invests in their professional development.
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Lead Customer Support Engineer (Tier 3)
Posted 1 day ago
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Job Description
Our client is seeking a highly skilled and experienced Lead Customer Support Engineer to manage and resolve complex technical issues for their global customer base. This position is fully remote, offering the flexibility to work from your preferred location while being an integral part of our client's support operations. As a Lead Engineer, you will be the escalation point for challenging technical problems, working closely with development and product teams to identify root causes and implement permanent solutions. You will be responsible for mentoring and guiding junior support staff, developing comprehensive troubleshooting guides, and contributing to the improvement of support processes and tools. The ideal candidate possesses exceptional analytical and problem-solving skills, a deep understanding of our client's products, and a passion for delivering outstanding customer service. You will handle inquiries via multiple channels, including email, chat, and phone, ensuring timely and effective resolution. A proactive approach to identifying potential issues and implementing preventive measures is highly valued. This role requires strong leadership qualities, excellent communication abilities, and the capacity to work independently in a fast-paced, remote environment. You will be instrumental in maintaining high levels of customer satisfaction and retention.
Key Responsibilities:
Key Responsibilities:
- Provide expert-level technical support for complex customer issues, acting as the primary escalation point.
- Diagnose, troubleshoot, and resolve software and hardware issues, often requiring in-depth investigation.
- Develop and maintain technical documentation, including knowledge base articles and troubleshooting guides.
- Train and mentor junior support engineers, sharing expertise and best practices.
- Collaborate with engineering and product teams to report bugs, suggest feature enhancements, and drive product improvements.
- Analyze support trends and metrics to identify areas for process improvement.
- Manage customer expectations and communicate technical solutions clearly and concisely.
- Ensure adherence to service level agreements (SLAs) and customer satisfaction targets.
- Contribute to the development and implementation of new support strategies and tools.
- Participate in on-call rotation for urgent support needs.
- Bachelor's degree in Computer Science, IT, or a related technical field, or equivalent practical experience.
- 5+ years of experience in a technical support or customer service role, with at least 2 years in a senior or lead capacity.
- Proven ability to troubleshoot complex technical problems across software and hardware.
- Excellent understanding of networking concepts, operating systems (Windows, Linux), and common software applications.
- Strong written and verbal communication skills.
- Demonstrated ability to work independently and manage multiple priorities in a remote setting.
- Experience with ticketing systems (e.g., Zendesk, Jira Service Desk) and remote support tools.
- Customer-centric mindset with a commitment to delivering exceptional service.
- Ability to translate technical jargon into easily understandable language.
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Lead Customer Support Engineer - SaaS Platforms
Posted 5 days ago
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Job Description
Our client is seeking a highly experienced Lead Customer Support Engineer to manage and elevate their customer support operations for sophisticated SaaS platforms. This fully remote role is crucial for ensuring exceptional client satisfaction and technical assistance. You will lead a team of support engineers, handle escalated technical issues, and contribute to the continuous improvement of support processes and product knowledge bases. The ideal candidate will possess a deep technical aptitude, outstanding problem-solving skills, and a strong commitment to delivering world-class customer service. You will act as a primary point of contact for complex technical inquiries, troubleshoot software issues, and collaborate with development teams to resolve bugs and enhance product functionality. Responsibilities:
- Lead, mentor, and manage a team of customer support engineers, fostering a high-performance culture.
- Handle complex and escalated technical support requests from enterprise clients via various channels (phone, email, chat).
- Diagnose, troubleshoot, and resolve software-related issues for SaaS applications.
- Develop and maintain comprehensive technical documentation, FAQs, and knowledge base articles.
- Collaborate with Product Development and Engineering teams to report bugs, suggest feature enhancements, and ensure timely resolution of technical issues.
- Analyze support trends and identify root causes of recurring problems to drive process and product improvements.
- Develop and deliver technical training to support staff and customers.
- Monitor support ticket queues and ensure service level agreements (SLAs) are met.
- Contribute to the continuous improvement of support tools and workflows.
- Gather customer feedback and provide insights to product management for future development.
- Act as a subject matter expert for the company's SaaS products.
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- Minimum of 6 years of experience in technical customer support, helpdesk operations, or a similar role, with at least 2 years in a leadership capacity.
- Strong technical proficiency with SaaS platforms, cloud technologies (AWS, Azure), and common operating systems (Windows, Linux, macOS).
- Expertise in troubleshooting complex software issues, network connectivity, and database problems.
- Proficiency in reading and understanding code snippets (e.g., SQL, JavaScript) is highly desirable.
- Excellent analytical, problem-solving, and debugging skills.
- Outstanding communication, interpersonal, and customer service skills.
- Proven ability to manage and motivate a remote team.
- Experience with ticketing systems (e.g., Zendesk, Jira Service Management) and CRM software.
- Ability to work independently and prioritize tasks effectively in a fast-paced environment.
- Strong understanding of ITIL best practices is a plus.
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7
Lead Customer Support Specialist
Posted 24 days ago
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Job Description
Our client is seeking a highly experienced and empathetic Lead Customer Support Specialist to manage their remote support operations. In this pivotal role, you will be instrumental in shaping the customer experience, ensuring swift and effective resolution of inquiries and issues. You will lead a team of dedicated support professionals, fostering a collaborative and customer-centric environment, all while working from the comfort of your home. This position requires exceptional communication skills, a profound understanding of customer service best practices, and the ability to manage and mentor a remote team effectively. You will be responsible for setting high standards for service delivery, analyzing support metrics, and implementing strategies to enhance customer satisfaction and loyalty. The ideal candidate is a natural problem-solver, adept at handling complex customer situations with grace and efficiency. As a fully remote position, you will leverage advanced communication and ticketing platforms to maintain seamless operations and contribute to the company's success.
Responsibilities:
Responsibilities:
- Lead and mentor a team of remote customer support agents, providing guidance and training.
- Oversee daily support operations, ensuring timely and satisfactory resolution of customer inquiries via various channels (email, chat, phone).
- Develop and implement customer service policies and procedures to enhance efficiency and quality.
- Monitor and analyze key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.
- Identify trends in customer issues and provide feedback to product and development teams for continuous improvement.
- Handle escalated customer complaints and complex issues with professionalism and expertise.
- Contribute to the development of support documentation, knowledge bases, and FAQs.
- Ensure adherence to service level agreements (SLAs).
- Foster a positive and supportive team culture among remote staff.
- Champion customer advocacy within the organization.
- Proven experience in a customer service or support role, with at least 3 years in a leadership or supervisory capacity.
- Excellent verbal and written communication skills in English.
- Strong understanding of customer service principles and techniques.
- Experience with customer relationship management (CRM) software and helpdesk ticketing systems.
- Demonstrated ability to lead and motivate a remote team.
- Exceptional problem-solving and conflict-resolution skills.
- Ability to work independently, manage time effectively, and prioritize tasks in a remote setting.
- A passion for delivering outstanding customer experiences.
- Bachelor's degree in a related field or equivalent work experience.
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Senior Customer Service Lead, Technical Support
Posted 10 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.
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