3,003 Customer Support Team Lead Technical Assistance jobs in Kenya
Customer Service Lead - Technical Support
Posted 19 days ago
Job Viewed
Job Description
Our client, a fast-growing technology company, is seeking an experienced and motivated Customer Service Lead to manage their technical support operations. This is a fully remote position, offering a flexible work environment and the opportunity to lead a dedicated team of support professionals. You will be responsible for overseeing the day-to-day operations of the technical support department, ensuring timely and effective resolution of customer inquiries and technical issues. Your duties will include managing the support queue, assigning tickets to team members, and monitoring performance metrics to ensure high levels of customer satisfaction. You will also be involved in training and mentoring support staff, developing support documentation and knowledge base articles, and identifying areas for process improvement. A strong understanding of technical troubleshooting, CRM systems, and customer service best practices is essential. You will collaborate with product development and engineering teams to address customer feedback and technical bugs. The ideal candidate will have a Bachelor's degree in a related field or equivalent work experience, with at least 5 years of experience in customer service or technical support, including at least 2 years in a supervisory or leadership role. Excellent communication, interpersonal, and problem-solving skills are required. You should be adept at managing a remote team, fostering a positive and productive work culture, and driving continuous improvement. Proficiency in using helpdesk software and ticketing systems is a must. If you are a customer-centric leader with a passion for technology and a proven ability to deliver exceptional support experiences in a remote setting, we encourage you to apply.
This advertiser has chosen not to accept applicants from your region.
0
Senior Customer Service Lead, Technical Support
Posted 5 days ago
Job Viewed
Job Description
We are looking for a highly motivated and experienced Senior Customer Service Lead to head our fully remote Technical Support team. In this crucial role, you will be responsible for leading a team of support specialists, ensuring exceptional customer satisfaction, and driving continuous improvement in our support operations. You will handle escalated customer issues, develop training materials for the team, and implement best practices for efficient and effective problem resolution. As a fully remote organization, we rely on advanced communication tools, robust knowledge bases, and a strong team-oriented culture to deliver outstanding service. You will work closely with product development, engineering, and sales teams to provide valuable customer feedback and identify product enhancements. This position requires strong leadership skills, deep technical understanding, and a passion for delivering superior customer experiences.
Responsibilities:
Responsibilities:
- Lead, mentor, and manage a team of remote technical support specialists.
- Oversee daily operations of the technical support department, ensuring timely and effective resolution of customer issues.
- Develop and implement strategies to improve customer satisfaction and loyalty.
- Handle complex and escalated customer technical issues, acting as a point of escalation for the team.
- Create and maintain comprehensive support documentation, FAQs, and knowledge base articles.
- Develop and deliver training programs for support staff on product features, troubleshooting techniques, and customer service best practices.
- Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
- Collaborate with engineering and product teams to provide customer feedback and drive product improvements.
- Identify trends in customer issues and propose solutions to prevent recurrence.
- Foster a positive and collaborative team environment that promotes professional growth.
- Ensure adherence to company policies and service level agreements (SLAs).
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
- Minimum of 5 years of experience in customer service or technical support, with at least 2 years in a leadership or supervisory role.
- Proven experience in managing and leading remote teams.
- Strong understanding of technical support principles and methodologies.
- Excellent troubleshooting and problem-solving skills.
- Exceptional communication, interpersonal, and active listening skills.
- Experience with customer relationship management (CRM) software and helpdesk ticketing systems.
- Ability to remain calm and professional under pressure.
- Proficiency in developing training materials and conducting staff training.
- Strong organizational and time management skills.
- A genuine commitment to providing outstanding customer service.
This advertiser has chosen not to accept applicants from your region.
1
Customer Service Team Lead - Technical Support
Posted 8 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and experienced Customer Service Team Lead to manage and inspire their technical support team in a fully remote environment. This role is crucial for ensuring the delivery of exceptional customer support, resolving technical issues efficiently, and maintaining high levels of customer satisfaction. The ideal candidate will have a strong background in customer service, technical troubleshooting, and team leadership, coupled with excellent communication and problem-solving skills. You will be responsible for overseeing daily operations, coaching team members, and implementing best practices to enhance the customer experience.
Key Responsibilities:
Location: Machakos, Machakos, KE
Key Responsibilities:
- Lead, train, and mentor a remote team of customer service representatives providing technical support.
- Monitor team performance, identify areas for improvement, and implement coaching strategies.
- Handle escalated customer issues and provide expert-level technical troubleshooting.
- Develop and maintain comprehensive knowledge base articles and support documentation.
- Ensure adherence to service level agreements (SLAs) and quality standards.
- Analyze customer feedback and support trends to identify opportunities for service enhancement.
- Collaborate with other departments to resolve complex customer issues and product feedback.
- Manage team schedules and ensure adequate coverage to meet customer demand.
- Contribute to the development and implementation of customer service policies and procedures.
- Foster a positive and productive team environment that promotes collaboration and continuous learning.
Location: Machakos, Machakos, KE
This advertiser has chosen not to accept applicants from your region.
2
Remote Customer Success Lead - Technical Support
Posted 19 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and experienced Remote Customer Success Lead to spearhead their customer service and technical support operations. This role is entirely remote, offering flexibility and the opportunity to build a world-class support experience from anywhere. You will be responsible for leading a team of customer support specialists, ensuring timely and effective resolution of customer inquiries, technical issues, and product-related challenges. The ideal candidate will have a deep understanding of customer service best practices, a passion for problem-solving, and strong leadership capabilities. Key responsibilities include developing and refining support processes, training and mentoring the support team, monitoring support metrics (response time, resolution rate, customer satisfaction), and acting as a point of escalation for complex issues. You will also play a crucial role in identifying trends in customer feedback and support tickets, proactively communicating these to product and development teams to drive product improvements. Excellent communication and interpersonal skills are vital for managing a remote team and interacting with customers across various channels (email, chat, phone). Proficiency in helpdesk software and CRM systems is required. This position demands a proactive approach to customer satisfaction, a commitment to continuous improvement, and the ability to foster a positive and supportive team environment, even when working remotely. You will be empowered to implement innovative solutions that enhance the customer experience and build lasting relationships. We are looking for a leader who can inspire their team to deliver exceptional service and contribute to the overall success and reputation of our client. This role requires strong organizational skills and the ability to manage workload effectively in a distributed team structure.
Key Responsibilities:
Key Responsibilities:
- Lead and manage a remote customer support and helpdesk team.
- Develop and implement effective customer service strategies and processes.
- Ensure prompt and accurate resolution of customer inquiries and technical issues.
- Train, mentor, and motivate customer support specialists.
- Monitor key performance indicators (KPIs) for customer service operations.
- Act as an escalation point for complex customer issues.
- Analyze customer feedback and support trends to drive product improvements.
- Manage and optimize helpdesk software and CRM systems.
- Foster a positive and customer-centric team culture.
- Communicate effectively with internal teams and external stakeholders.
- Bachelor's degree in Business, Communications, or a related field.
- Minimum of 5 years of experience in customer service or technical support, with at least 2 years in a leadership role.
- Proven experience managing remote support teams.
- Strong understanding of customer service principles and best practices.
- Proficiency with helpdesk ticketing systems (e.g., Zendesk, Intercom) and CRM software.
- Excellent problem-solving, communication, and interpersonal skills.
- Ability to work independently and manage time effectively in a remote setting.
- Experience in developing training materials and conducting team performance reviews.
This advertiser has chosen not to accept applicants from your region.
3
Senior Customer Service Team Lead - Technical Support
Posted 19 days ago
Job Viewed
Job Description
Our client, a rapidly growing tech company that provides innovative software solutions, is seeking a highly motivated and experienced Senior Customer Service Team Lead to manage their fully remote customer support team. This role is critical in ensuring exceptional customer experiences and driving customer satisfaction for our user base. You will lead, mentor, and develop a team of customer service representatives, fostering a positive and high-performance culture within a virtual environment. Your responsibilities will include overseeing daily support operations, managing ticket queues, ensuring timely resolution of customer inquiries, and analyzing support metrics to identify trends and areas for improvement. The ideal candidate will possess strong leadership capabilities, a deep understanding of customer service best practices, and excellent problem-solving skills. Experience with technical support, particularly for software products, is essential. You will be responsible for training new team members, conducting performance reviews, and implementing strategies to enhance customer retention and loyalty. This position requires outstanding communication skills, empathy, and the ability to de-escalate challenging situations effectively. You will collaborate closely with product development and sales teams to relay customer feedback and contribute to product enhancements. As a fully remote role, you will need to be a self-starter, highly organized, and adept at using virtual collaboration tools to manage your team and drive results. This is an exciting opportunity to lead a dedicated team, shape customer service strategies, and contribute to the success of a dynamic tech company from the convenience of your home office.
Responsibilities:
Responsibilities:
- Lead and manage a remote team of customer service representatives.
- Oversee daily support operations and ensure efficient ticket management.
- Provide training, coaching, and performance feedback to team members.
- Develop and implement strategies to improve customer satisfaction and retention.
- Monitor key performance indicators (KPIs) and generate regular reports.
- Handle escalated customer issues and provide timely resolutions.
- Collaborate with other departments to address customer needs and product feedback.
- Maintain a high level of product knowledge and technical expertise.
- Foster a positive and supportive team environment.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service, with at least 2 years in a leadership or supervisory role.
- Proven experience in managing remote teams.
- Strong understanding of customer service principles and best practices.
- Experience with technical support for software products is highly desirable.
- Excellent communication, interpersonal, and conflict-resolution skills.
- Proficiency in CRM software and helpdesk ticketing systems.
- Ability to analyze data and identify actionable insights.
- Self-motivated, organized, and able to thrive in a remote work environment.
This advertiser has chosen not to accept applicants from your region.
4
Remote Customer Support Lead & Technical Support Specialist
Posted 18 days ago
Job Viewed
Job Description
Our client is looking for a highly experienced and customer-centric Remote Customer Support Lead & Technical Support Specialist to manage and enhance their customer service operations. This vital role will involve leading a remote support team, resolving complex technical issues, and ensuring an exceptional customer experience across all touchpoints. You will be responsible for setting support standards, training team members, and acting as a point of escalation for challenging customer queries. The ideal candidate possesses a deep understanding of technical support principles, strong leadership qualities, and a passion for delivering outstanding customer service in a virtual environment.
Responsibilities:
Responsibilities:
- Lead, mentor, and manage a remote customer support team, fostering a high-performance culture.
- Develop and implement customer support policies, procedures, and best practices.
- Provide advanced technical support and troubleshooting for customer inquiries related to the company's products or services.
- Act as a primary point of escalation for complex customer issues, ensuring timely and satisfactory resolution.
- Monitor customer support metrics (e.g., response times, resolution rates, customer satisfaction) and identify areas for improvement.
- Train and onboard new customer support representatives, ensuring they are equipped with the necessary skills and knowledge.
- Develop and maintain a comprehensive knowledge base of support documentation and FAQs.
- Gather customer feedback and insights to inform product development and service improvements.
- Collaborate with other departments (e.g., product, engineering) to address customer issues and advocate for customer needs.
- Ensure consistent and high-quality customer service delivery across all communication channels (email, chat, phone).
- Manage support ticket queues and ensure efficient workflow and prioritization.
- Contribute to the development of customer self-service resources.
- Stay updated on product updates and industry best practices in customer support and technical assistance.
- Bachelor's degree in a relevant field or equivalent practical experience.
- Minimum of 5 years of experience in customer service and technical support, with at least 2 years in a leadership or lead role.
- Proven experience in resolving complex technical issues and providing advanced troubleshooting.
- Excellent leadership, coaching, and team management skills.
- Strong understanding of customer relationship management (CRM) software and helpdesk platforms.
- Exceptional communication, interpersonal, and active listening skills.
- Ability to remain calm and professional in high-pressure situations.
- Strong analytical and problem-solving abilities.
- Proficiency in using various communication and collaboration tools for remote work.
- Ability to work independently, manage time effectively, and meet performance goals in a remote setting.
- A passion for customer satisfaction and a commitment to excellence in service delivery.
This advertiser has chosen not to accept applicants from your region.
5
Senior Customer Success Manager - Remote Client Advocate
Posted 1 day ago
Job Viewed
Job Description
Our client, a leading provider of innovative SaaS solutions, is seeking a proactive and empathetic Senior Customer Success Manager to join their fully remote team. In this role, you will be the primary point of contact for a portfolio of key clients, ensuring they derive maximum value from our products and services. Your mission will be to foster strong, long-term relationships, drive customer adoption and satisfaction, and identify opportunities for upsell and cross-sell. The ideal candidate is a skilled communicator, a problem-solver, and possesses a deep understanding of customer relationship management and retention strategies.
Responsibilities:
Qualifications:
Responsibilities:
- Build and maintain strong, trusting relationships with a designated portfolio of clients.
- Proactively engage with clients to understand their business objectives and challenges.
- Develop and execute tailored success plans to ensure clients achieve their desired outcomes.
- Drive product adoption and usage by providing ongoing training, resources, and best practice guidance.
- Monitor client health scores and proactively address potential issues before they escalate.
- Identify and nurture opportunities for account expansion, including upsells and cross-sells.
- Act as the voice of the customer internally, advocating for their needs and providing feedback to product, sales, and engineering teams.
- Conduct regular business reviews with clients to assess progress and identify new opportunities.
- Manage client escalations effectively, ensuring timely and satisfactory resolutions.
- Contribute to the development of customer success best practices and resources.
- Collaborate effectively with sales, support, and product teams in a remote environment.
- Track and report on key customer success metrics, such as retention rates, churn, and customer satisfaction (CSAT/NPS).
Qualifications:
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- Minimum of 6 years of experience in customer success, account management, or a client-facing role, preferably in a SaaS environment.
- Proven ability to build and maintain strong relationships with a diverse client base.
- Excellent communication, presentation, and interpersonal skills.
- Strong problem-solving and negotiation skills.
- Experience with CRM software (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, ChurnZero).
- Ability to understand complex technical concepts and explain them clearly to non-technical audiences.
- Demonstrated ability to manage multiple priorities and deadlines in a fast-paced, remote setting.
- Proactive and results-oriented mindset with a passion for helping customers succeed.
- Experience in conducting effective client business reviews.
- Familiarity with subscription-based business models is highly desirable.
This advertiser has chosen not to accept applicants from your region.
Be The First To Know
About the latest Customer support team lead technical assistance Jobs in Kenya !
6
Senior Client Support Manager
Posted 9 days ago
Job Viewed
Job Description
Our client is searching for a seasoned and dynamic Senior Client Support Manager to lead and enhance their customer support operations in a fully remote setting. This pivotal role requires an individual with extensive experience in managing support teams, developing service strategies, and ensuring exceptional client satisfaction. You will be responsible for overseeing all aspects of client interactions, resolving complex issues, and driving continuous improvement within the support function. This is a remote-first opportunity, allowing you to lead from anywhere within Kenya. Key Responsibilities:
- Lead, mentor, and manage a remote team of client support representatives, fostering a high-performance culture.
- Develop and implement comprehensive client support strategies and processes to ensure timely and effective issue resolution.
- Establish and monitor key performance indicators (KPIs) for the support team, such as response times, resolution rates, and customer satisfaction scores.
- Handle escalated customer issues, providing expert guidance and ensuring a satisfactory resolution.
- Analyze support trends and customer feedback to identify systemic issues and recommend product or process improvements.
- Develop and maintain support documentation, including knowledge bases, FAQs, and troubleshooting guides.
- Collaborate with product development, sales, and marketing teams to ensure a cohesive customer experience.
- Oversee the efficient use of support tools and technologies, including CRM and ticketing systems.
- Train and develop support staff, ensuring they have the necessary skills and knowledge to excel.
- Manage staffing levels and schedules to ensure adequate coverage and efficient resource allocation.
- Drive initiatives to improve customer satisfaction and loyalty.
- Prepare regular reports for senior management on support team performance and key client issues.
- Stay abreast of industry best practices and emerging trends in customer support and service management.
This advertiser has chosen not to accept applicants from your region.
7
Senior Wellness Coach & Nutritionist - Remote Client Support
Posted 5 days ago
Job Viewed
Job Description
Our client is seeking a compassionate and knowledgeable Senior Wellness Coach and Nutritionist to provide expert guidance and support to clients seeking to improve their overall health and well-being. This is a fully remote position, allowing you to connect with and impact clients from anywhere. You will be responsible for developing personalized wellness plans, offering nutritional advice, and coaching clients through behavior change to achieve their health goals.
Responsibilities:
Qualifications:
Responsibilities:
- Conduct comprehensive wellness assessments with clients to understand their health history, lifestyle, goals, and challenges.
- Develop personalized and evidence-based nutrition and wellness plans tailored to individual client needs and objectives.
- Provide expert nutritional counseling, including dietary recommendations, meal planning strategies, and guidance on supplements.
- Coach clients on behavior change techniques to foster sustainable healthy habits related to diet, exercise, stress management, and sleep.
- Monitor client progress, provide ongoing support, and adjust plans as needed to ensure optimal outcomes.
- Educate clients on health topics, empowering them to make informed decisions about their well-being.
- Utilize virtual platforms and tools to conduct consultations, track progress, and communicate with clients effectively.
- Stay up-to-date with the latest research and best practices in nutrition, wellness, and behavior change psychology.
- Maintain accurate and confidential client records.
- Collaborate with healthcare professionals when necessary to provide integrated care.
- Develop and deliver wellness workshops or presentations (virtual).
- Contribute to the development of wellness resources and program materials.
- Uphold ethical standards and professional boundaries in all client interactions.
Qualifications:
- A Bachelor's degree in Nutrition, Dietetics, Health Coaching, Psychology, or a related field; Master's degree preferred.
- Certification from a recognized nutrition or health coaching program (e.g., NBHWC, Precision Nutrition).
- A minimum of 5 years of experience in nutrition counseling, health coaching, or a related wellness field.
- In-depth knowledge of human physiology, nutrition science, and behavior change theories.
- Proven ability to develop personalized wellness and nutrition plans.
- Excellent listening, communication, and motivational interviewing skills.
- Strong empathy, patience, and the ability to build rapport with diverse clients.
- Proficiency with virtual communication and client management software.
- Ability to work independently and manage a remote caseload effectively.
- A passion for helping others achieve optimal health and well-being.
- Experience with specific dietary approaches (e.g., plant-based, ketogenic) is a plus.
This advertiser has chosen not to accept applicants from your region.
8
Customer Support Lead - Technical Assistance
Posted 5 days ago
Job Viewed
Job Description
Our client is seeking a proactive and experienced Customer Support Lead to manage their remote technical assistance team. This role is crucial for ensuring exceptional customer service and efficient problem resolution for users of our client's products/services. As a Lead, you will oversee daily operations, mentor and train support agents, and develop strategies to enhance customer satisfaction and loyalty. The ideal candidate possesses strong leadership skills, a deep understanding of customer service best practices, and a knack for resolving complex technical issues. Experience in a remote team management setting is highly valued.
Key Responsibilities:
Qualifications:
This is an excellent opportunity for a customer service professional to take on a leadership role and significantly impact customer satisfaction, all within a supportive and flexible remote work environment. Your leadership will be key to maintaining our client's high standards of service.
Key Responsibilities:
- Lead, manage, and motivate a team of remote customer support agents, fostering a positive and productive work environment.
- Oversee daily support operations, ensuring timely and effective resolution of customer inquiries and technical issues.
- Develop and implement customer support policies, procedures, and quality standards.
- Train new support agents on product knowledge, support tools, and customer service best practices.
- Monitor support metrics (e.g., response time, resolution time, customer satisfaction scores) and identify areas for improvement.
- Handle escalated customer issues and complaints with professionalism and efficiency.
- Collaborate with other departments (e.g., product development, engineering) to relay customer feedback and drive product improvements.
- Create and maintain support documentation, including FAQs, knowledge base articles, and troubleshooting guides.
- Identify trends in customer issues and provide insights to improve product functionality and user experience.
- Conduct regular performance reviews and provide ongoing coaching to support team members.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field, or equivalent experience.
- A minimum of 5 years of experience in customer support, with at least 2 years in a team lead or supervisory role.
- Proven experience in managing remote customer support teams.
- Strong understanding of customer service principles and techniques, particularly in a technical support context.
- Excellent problem-solving, analytical, and communication skills.
- Proficiency with customer support software (e.g., Zendesk, Intercom) and CRM systems.
- Ability to train, coach, and mentor team members effectively.
- Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
- Demonstrated ability to remain calm and professional under pressure.
- Comfortable and effective working independently in a fully remote setup.
This is an excellent opportunity for a customer service professional to take on a leadership role and significantly impact customer satisfaction, all within a supportive and flexible remote work environment. Your leadership will be key to maintaining our client's high standards of service.
This advertiser has chosen not to accept applicants from your region.
9