725 Helpdesk Lead jobs in Kenya
Remote Customer Service & Helpdesk Lead
10100 Gathiruini
KES55000 Annually
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Our client, a leading technology solutions provider, is seeking an experienced and motivated Customer Service & Helpdesk Lead to manage their remote support operations. This is a fully remote position, offering the opportunity to lead and inspire a team of customer service professionals from anywhere. You will be responsible for ensuring exceptional customer support, resolving technical issues efficiently, and enhancing the overall customer experience.
Key responsibilities include:
The ideal candidate will possess a Bachelor's degree in Business Administration, Information Technology, or a related field. A minimum of 5 years of experience in customer service or helpdesk support, with at least 2 years in a team lead or supervisory role, is required. Proven experience in managing remote teams is essential. Strong technical aptitude and familiarity with IT support tools, ticketing systems (e.g., Zendesk, ServiceNow), and CRM software are mandatory. Excellent communication, interpersonal, and problem-solving skills are critical. The ability to motivate and guide a remote team effectively is paramount. As this is a fully remote role, strong self-organization, time management, and the ability to work independently while fostering a collaborative team environment are vital. If you are a customer-centric leader passionate about delivering outstanding support and building high-performing remote teams, we encourage you to apply.
Key responsibilities include:
- Leading and managing a team of remote customer service and helpdesk representatives.
- Setting performance goals, providing training, and conducting regular performance reviews for the team.
- Developing and implementing effective customer support processes and procedures.
- Ensuring timely and accurate resolution of customer inquiries, technical issues, and complaints via various channels (phone, email, chat).
- Monitoring customer service metrics and identifying areas for improvement.
- Developing and maintaining a comprehensive knowledge base for common issues and solutions.
- Handling escalated customer issues and providing advanced troubleshooting support.
- Collaborating with technical teams to feedback customer issues and contribute to product improvements.
- Ensuring adherence to service level agreements (SLAs) and maintaining high customer satisfaction levels.
- Generating reports on customer service performance, trends, and insights.
The ideal candidate will possess a Bachelor's degree in Business Administration, Information Technology, or a related field. A minimum of 5 years of experience in customer service or helpdesk support, with at least 2 years in a team lead or supervisory role, is required. Proven experience in managing remote teams is essential. Strong technical aptitude and familiarity with IT support tools, ticketing systems (e.g., Zendesk, ServiceNow), and CRM software are mandatory. Excellent communication, interpersonal, and problem-solving skills are critical. The ability to motivate and guide a remote team effectively is paramount. As this is a fully remote role, strong self-organization, time management, and the ability to work independently while fostering a collaborative team environment are vital. If you are a customer-centric leader passionate about delivering outstanding support and building high-performing remote teams, we encourage you to apply.
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Customer Support Specialist - Technical
40101 Njiru Village
KES50000 month
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Our client, a fast-growing tech company, is looking for a motivated Customer Support Specialist to join their team. In this role, you will be the primary point of contact for customers seeking assistance with our products and services. Your responsibilities will include responding to customer inquiries via phone, email, and chat, troubleshooting technical issues, guiding users through product features, and escalating complex problems to the appropriate internal teams. You will also be responsible for documenting customer interactions, maintaining accurate records in our CRM system, and contributing to the knowledge base by creating helpful FAQs and support articles. The ideal candidate possesses excellent communication and interpersonal skills, a patient and empathetic demeanor, and a passion for providing outstanding customer service. A strong technical aptitude and the ability to quickly learn new software and systems are essential. This role involves a hybrid work arrangement, combining remote work flexibility with occasional in-office collaboration at our **Ongata Rongai, Kajiado, KE** branch. You will have the opportunity to work on diverse customer issues, develop your problem-solving skills, and contribute to improving the overall customer experience. We are seeking individuals who are proactive, detail-oriented, and committed to customer satisfaction. Your contribution will be vital in ensuring our customers have a seamless and positive experience with our offerings. We value a team-oriented approach and encourage continuous learning and professional development within the customer support domain.
Key Responsibilities:
Key Responsibilities:
- Provide timely and effective customer support via phone, email, and chat.
- Troubleshoot and resolve technical issues reported by customers.
- Guide customers through product functionalities and setup processes.
- Escalate unresolved issues to senior support staff or relevant departments.
- Document all customer interactions and resolutions accurately in the CRM system.
- Contribute to the creation and maintenance of a comprehensive knowledge base.
- Identify opportunities to improve customer support processes and customer satisfaction.
- Gather customer feedback and report it to product development teams.
- Meet or exceed key performance indicators (KPIs) for response time and resolution rates.
- Maintain a professional and positive attitude when interacting with customers.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Minimum of 2 years of experience in customer support, preferably in a technical or IT-related field.
- Strong understanding of common computer hardware, software, and networking concepts.
- Excellent verbal and written communication skills.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Strong problem-solving and troubleshooting abilities.
- Ability to multitask and manage time effectively.
- Patient, empathetic, and customer-focused attitude.
- Adaptability to learn new products and technologies quickly.
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1
Customer Support Lead - Technical
60100 Meru , Eastern
KES85000 Annually
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Our client is looking for a proactive and experienced Customer Support Lead to manage their technical support operations. This is a fully remote position, offering the flexibility to lead a team of support professionals from your own workspace. You will be responsible for overseeing the daily activities of the customer support team, ensuring timely and effective resolution of customer inquiries and technical issues. Key responsibilities include managing support queues, training and mentoring support agents, developing support documentation and knowledge bases, and implementing strategies to improve customer satisfaction and reduce response times. You will also be tasked with monitoring support performance metrics, identifying trends in customer issues, and providing feedback to product and engineering teams to drive product improvements.
The ideal candidate will have a strong background in customer service, particularly in technical support roles, with proven leadership experience. You should possess excellent communication, problem-solving, and interpersonal skills, with the ability to motivate and guide a remote team. A deep understanding of troubleshooting methodologies, customer relationship management (CRM) systems, and helpdesk software is essential. You must be adept at remote work, capable of managing team performance and ensuring high-quality service delivery through virtual channels. We are looking for a customer-centric individual who is passionate about providing exceptional support and contributing to a positive customer experience. This role requires a detail-oriented approach and a commitment to continuous improvement.
Key Responsibilities:
The ideal candidate will have a strong background in customer service, particularly in technical support roles, with proven leadership experience. You should possess excellent communication, problem-solving, and interpersonal skills, with the ability to motivate and guide a remote team. A deep understanding of troubleshooting methodologies, customer relationship management (CRM) systems, and helpdesk software is essential. You must be adept at remote work, capable of managing team performance and ensuring high-quality service delivery through virtual channels. We are looking for a customer-centric individual who is passionate about providing exceptional support and contributing to a positive customer experience. This role requires a detail-oriented approach and a commitment to continuous improvement.
Key Responsibilities:
- Lead and manage a remote customer support team.
- Oversee the resolution of customer technical issues and inquiries.
- Develop and maintain customer support documentation and FAQs.
- Train and mentor customer support agents.
- Monitor support performance metrics and KPIs.
- Implement strategies to enhance customer satisfaction.
- Collaborate with other departments to resolve complex issues.
- Identify and escalate recurring technical problems.
- Ensure adherence to service level agreements (SLAs).
- Contribute to the continuous improvement of support processes.
- Bachelor's degree in Business Administration, IT, or a related field.
- Minimum of 4 years of experience in customer support, with at least 1 year in a leadership role.
- Proven experience in technical support and troubleshooting.
- Strong knowledge of CRM and helpdesk software.
- Excellent communication, leadership, and problem-solving skills.
- Ability to effectively manage and motivate a remote team.
- Customer-centric mindset with a passion for service excellence.
- Proficiency in using remote collaboration tools.
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2
Customer Support Specialist - Technical
00901 Abothuguchi West
KES45000 month
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Our client is seeking a dedicated and customer-focused Technical Customer Support Specialist to join their growing team in **Ruiru, Kiambu, KE**. This role is integral to ensuring our customers receive prompt, accurate, and friendly assistance with our products and services. The specialist will be responsible for handling customer inquiries via phone, email, and chat, diagnosing technical issues, and providing effective solutions. Key responsibilities include troubleshooting software and hardware problems, guiding users through product features and functionalities, escalating complex issues to higher technical support tiers when necessary, and documenting all customer interactions and resolutions in our CRM system. A passion for technology and a commitment to exceptional customer service are essential. The ideal candidate will have excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly and concisely. Previous experience in a customer service or technical support role, preferably within the IT or telecommunications industry, is highly desirable. A good understanding of common software applications, operating systems, and basic networking principles is required. Familiarity with ticketing systems and remote support tools is a plus. Strong problem-solving abilities, patience, and a friendly demeanor are critical for success in this role. The ability to work effectively as part of a team and meet performance metrics for response times and customer satisfaction is also important. This position requires a strong work ethic and a commitment to continuous learning to stay updated on product developments. Join us and be the first point of contact for our valued customers, ensuring their positive experience.
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3
Customer Support Lead
80200 Nairobi, Nairobi
KES65000 Annually
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Job Description
Our client is seeking a dynamic and motivated Customer Support Lead to manage their customer service and helpdesk operations. This role requires a leader who can guide a team, ensure high levels of customer satisfaction, and contribute to the improvement of support processes. While the company operates a hybrid work model, this specific position requires a candidate comfortable with a blend of remote and in-office work.
Key Responsibilities:
Key Responsibilities:
- Lead and mentor a team of customer service representatives, providing coaching, training, and performance feedback.
- Oversee daily operations of the customer support department, ensuring timely and effective resolution of customer inquiries and issues via phone, email, and chat.
- Develop and implement customer service policies and procedures to enhance the customer experience.
- Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
- Analyze customer feedback and support data to identify trends and areas for improvement.
- Escalate complex issues to appropriate departments and follow up to ensure resolution.
- Manage the scheduling and allocation of team resources to meet service level agreements (SLAs).
- Contribute to the knowledge base and training materials for the support team.
- Act as a point of escalation for complex customer issues.
- Collaborate with other departments to address customer needs and improve product/service offerings.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 3-5 years of experience in customer service or a helpdesk environment, with at least 1-2 years in a supervisory or lead role.
- Proven ability to lead and motivate a team.
- Strong understanding of customer service principles and best practices.
- Excellent communication, interpersonal, and problem-solving skills.
- Experience with CRM software and customer support ticketing systems.
- Ability to manage multiple tasks and priorities effectively.
- Familiarity with remote and hybrid work environments is beneficial.
- Must be legally authorized to work in Kenya and willing to work a hybrid schedule.
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4
Customer Support Specialist
00200 Njiru Village
KES50000 Annually
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Job Description
Our client, a growing technology services provider, is looking for a dedicated Customer Support Specialist to join their team. In this hybrid role, you will be a primary point of contact for customers, providing timely and effective solutions to their inquiries and technical issues. Your responsibilities will include answering customer calls, responding to emails and live chat messages, troubleshooting common software and hardware problems, and escalating complex issues to higher technical support tiers when necessary. You will be expected to maintain accurate records of customer interactions and resolutions in the CRM system, and contribute to the development of knowledge base articles and FAQs. A key part of this role is ensuring a positive customer experience through empathetic communication and efficient problem-solving. You will also play a role in identifying recurring customer issues and providing feedback to product development teams for service improvement. The ideal candidate will have a passion for customer service, excellent communication and interpersonal skills, and a patient and positive attitude. Prior experience in a customer service or technical support role is a strong asset. Proficiency with customer relationship management (CRM) software and basic troubleshooting skills are required. You will need to be comfortable working both remotely and from our office in Ongata Rongai. This is a fantastic opportunity to grow within a supportive team environment and make a real difference in customer satisfaction.
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5
Customer Support Specialist
00100 Makongeni
KES70000 month
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Job Description
Our client is seeking a dedicated and empathetic Customer Support Specialist to provide exceptional assistance to their valued customers. This is a fully remote position, offering the flexibility to work from home and contribute to customer satisfaction from anywhere. The ideal candidate will possess outstanding communication skills, a patient demeanor, and a passion for problem-solving. You will be responsible for responding to customer inquiries via various channels, including email, phone, and chat, addressing their questions, troubleshooting issues, and providing accurate information about products and services. Key duties include resolving customer complaints efficiently and effectively, maintaining detailed records of customer interactions, and escalating complex issues to the appropriate departments when necessary. You will also be involved in gathering customer feedback to help improve products and services. Our client values individuals who are proactive, possess strong organizational skills, and are committed to delivering a positive customer experience. The ability to work independently, manage time effectively, and maintain a high level of professionalism in a remote environment is essential. You will be part of a supportive team that is focused on ensuring customer loyalty and satisfaction. This is an excellent opportunity to utilize your customer service skills to make a real difference, build strong customer relationships, and grow your career in a rewarding, remote-first role. Your contribution will be vital in maintaining our client’s reputation for excellent customer care. We are looking for individuals who are great listeners, empathetic communicators, and are adept at finding solutions to customer challenges, ensuring every interaction is a positive one.
Responsibilities:
Qualifications:
Responsibilities:
- Respond to customer inquiries via email, phone, and chat in a timely manner.
- Provide accurate information about products, services, and company policies.
- Troubleshoot and resolve customer issues and complaints effectively.
- Maintain detailed records of customer interactions and transactions.
- Escalate complex issues to senior support or relevant departments.
- Gather customer feedback and report insights to improve services.
- Ensure a high level of customer satisfaction with every interaction.
- Follow communication procedures, guidelines, and policies.
- Identify opportunities to upsell or cross-sell products/services when appropriate.
- Contribute to the team's success through collaboration and knowledge sharing.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Proven customer support or client service experience.
- Excellent communication, listening, and problem-solving skills.
- Ability to multitask, prioritize, and manage time effectively.
- Patience and empathy when dealing with customer issues.
- Proficiency with CRM software and helpdesk systems.
- Ability to work independently and manage workload in a remote setting.
- Strong typing skills and computer literacy.
- Adaptability and willingness to learn new products and procedures.
- Positive attitude and a commitment to customer satisfaction.
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6
Customer Support Lead
40101 Moiben
KES85000 Annually
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Job Description
Our client is looking for a highly motivated and experienced Customer Support Lead to guide and manage their customer service team. This is a fully remote position, offering you the flexibility to lead your team and support customers from any location. You will be responsible for ensuring exceptional customer service delivery, resolving complex customer issues, and implementing strategies to enhance customer satisfaction and loyalty. The ideal candidate will possess excellent leadership, communication, and problem-solving skills, with a proven ability to manage and motivate a remote support team. You should have a deep understanding of customer service best practices and experience with CRM and helpdesk software. Key responsibilities include training and mentoring customer support representatives, monitoring service performance, identifying areas for improvement, and developing standard operating procedures. You will also handle escalated customer complaints, analyze customer feedback, and collaborate with other departments to address systemic issues. This role requires a proactive approach to customer engagement and a commitment to building positive customer relationships. You must be adept at managing multiple priorities, making sound decisions under pressure, and fostering a positive and productive remote work environment for your team. If you are a customer-centric leader passionate about delivering outstanding service and driving team success in a remote setting, we encourage you to apply. This role is based in **Garissa, Garissa, KE** but is fully remote.
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7
Customer Support Lead
00200 Njiru Village
KES65000 Annually
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Job Description
Our client, a fast-growing tech company, is seeking a proactive and customer-centric Customer Support Lead to guide their support team. This role offers a hybrid work arrangement, blending remote flexibility with essential in-office collaboration. You will be responsible for overseeing the daily operations of the customer support department, ensuring prompt and effective resolution of customer inquiries and issues across various channels. Your duties will include training and mentoring support agents, developing and refining support processes, and analyzing customer feedback to identify areas for improvement. The ideal candidate will have proven experience in customer service management, exceptional problem-solving skills, and a strong understanding of customer support best practices. You should be adept at conflict resolution and possess excellent communication and interpersonal skills. Proficiency in CRM software and helpdesk ticketing systems is essential. You will play a key role in fostering a positive customer experience, ensuring customer satisfaction and loyalty. This position requires strong organizational skills and the ability to motivate and lead a team effectively. You will be responsible for managing support escalations and ensuring adherence to service level agreements. This is an exciting opportunity to contribute to a company that values exceptional customer service and offers a collaborative work environment with opportunities for professional growth. You will be instrumental in shaping the customer support strategy and driving customer satisfaction.
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8
Customer Support Specialist
20117 Nyeri Town
KES70000 month
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Our client is looking for a dedicated and empathetic Customer Support Specialist to join their growing team in **Nyeri, Nyeri, KE**. This is a hybrid role, requiring a mix of in-office and remote work, offering a balance of collaboration and flexibility. As a Customer Support Specialist, you will be the primary point of contact for our customers, providing exceptional assistance and resolving inquiries efficiently and professionally. Your responsibilities will include answering incoming calls, responding to emails, and managing customer support tickets across various platforms. You will actively listen to customer needs, troubleshoot issues, and provide accurate information and solutions in a timely manner. Building and maintaining strong customer relationships is paramount, and you will strive to exceed customer expectations with every interaction. This role requires excellent communication skills, both written and verbal, along with a patient and friendly demeanor. You should be adept at explaining technical information in a clear and concise way. The ability to work independently, manage time effectively, and multitask in a fast-paced environment is crucial. You will be expected to document customer interactions accurately, update customer records, and escalate complex issues to the appropriate departments. Continuous learning and staying updated on product knowledge and support procedures are essential. Join our client's supportive team and contribute to their commitment to outstanding customer service. This position offers opportunities for growth and development within the customer service field.
Responsibilities:
Qualifications:
Responsibilities:
- Respond to customer inquiries via phone, email, and chat.
- Troubleshoot and resolve customer issues effectively.
- Provide accurate product and service information.
- Maintain detailed records of customer interactions.
- Escalate unresolved issues to appropriate teams.
- Follow communication guidelines and protocols.
- Identify and communicate trends in customer inquiries.
- Process orders, forms, and applications as needed.
- Contribute to team efforts and achieve customer satisfaction goals.
Qualifications:
- High school diploma or equivalent; college degree preferred.
- Proven customer support experience or experience as a client service representative.
- Excellent communication and active listening skills.
- Strong problem-solving and multitasking abilities.
- Proficiency with CRM systems and helpdesk software.
- Ability to remain calm and professional in high-pressure situations.
- Familiarity with basic IT troubleshooting.
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