5,295 Lead Customer Support Team Lead jobs in Kenya
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 Engineer
Posted 19 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.
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1
Lead Customer Support Team Lead
Posted 11 days ago
Job Viewed
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 - SaaS
Posted 19 days ago
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Job Description
Our client, a rapidly growing SaaS company, is seeking an experienced Lead Customer Support Engineer to join their fully remote support team. This role is crucial for ensuring our clients receive exceptional technical assistance, resolving complex issues, and contributing to the overall customer success. You will lead a team of support engineers, mentor them, and serve as a primary escalation point for challenging technical problems. This is a remote position, requiring excellent technical acumen, strong communication skills, and the ability to manage a distributed team effectively. Responsibilities include troubleshooting intricate software issues, diagnosing bugs, working with development teams to implement fixes, and creating comprehensive technical documentation and knowledge base articles. You will also be responsible for monitoring support queues, ensuring timely resolution of tickets, and identifying trends to improve product stability and user experience. The ideal candidate will possess a deep understanding of SaaS platforms, ticketing systems (e.g., Zendesk, Intercom), and experience with database querying and basic scripting. Proven leadership skills, excellent problem-solving abilities, and a customer-centric mindset are essential. This role offers the exciting opportunity to lead a critical customer-facing function from a fully remote setting, supporting clients globally, and contributing to the success of a dynamic tech company, with potential relevance to clients in **Thika, Kiambu, KE**, but the work is entirely online. We are looking for a proactive, empathetic, and technically skilled individual who is passionate about customer satisfaction and thrives in a collaborative, remote work environment.
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Lead Customer Support Specialist
Posted 19 days ago
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Job Description
Our client is seeking a dedicated and highly skilled Lead Customer Support Specialist to join their rapidly growing, fully remote customer service team. This pivotal role involves not only providing exceptional support to customers but also mentoring and guiding a team of support agents. You will be responsible for resolving complex customer inquiries, troubleshooting technical issues, and ensuring customer satisfaction across multiple communication channels (phone, email, chat). As a Lead, you will also be involved in training new team members, developing support documentation and knowledge base articles, and identifying trends in customer feedback to drive service improvements. Your ability to de-escalate challenging situations and find effective resolutions is crucial. You will collaborate closely with product and engineering teams to report bugs and suggest feature enhancements based on customer input. The ideal candidate possesses excellent communication, problem-solving, and interpersonal skills, with a passion for delivering outstanding customer experiences. A minimum of 4 years of experience in customer support, with at least 1 year in a team lead or supervisory capacity, is required. Familiarity with CRM systems (e.g., Zendesk, Salesforce Service Cloud) and ticketing platforms is essential. You must be highly organized, proactive, and adept at managing your workload effectively in a remote setting. A strong understanding of our products/services and the ability to explain technical information in a clear, concise manner are also important. This role is part of our commitment to enhancing customer experience in **Bungoma, Bungoma, KE**, but operates as a fully remote position.
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4
Lead Customer Support Engineer, SaaS Platforms
Posted 19 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and experienced Lead Customer Support Engineer to manage and enhance their customer support operations for cutting-edge SaaS platforms. This is a fully remote position, offering the flexibility to lead a global support team and resolve complex technical issues from any location. The ideal candidate will possess a deep understanding of software architecture, troubleshooting methodologies, and possess exceptional leadership and communication skills. You will be responsible for guiding the support team, developing efficient support processes, and ensuring unparalleled customer satisfaction by providing timely and effective technical assistance. Responsibilities include:
- Leading and mentoring a remote team of customer support engineers, fostering a collaborative and high-performance environment.
- Developing and implementing best practices for customer support, including ticket management, escalation procedures, and knowledge base creation.
- Providing Tier 3 technical support for complex software issues, including deep troubleshooting and root cause analysis.
- Collaborating closely with product development and engineering teams to resolve bugs and enhance product functionality based on customer feedback.
- Monitoring support metrics and KPIs to identify trends, areas for improvement, and training needs for the support team.
- Creating and maintaining comprehensive technical documentation, FAQs, and troubleshooting guides for customers and internal teams.
- Developing and delivering training sessions for new support engineers and for customers on product usage and best practices.
- Acting as a liaison between customers and internal teams to ensure clear communication and swift resolution of issues.
- Managing customer escalations and ensuring timely and satisfactory resolution of critical incidents.
- Contributing to the continuous improvement of the product's usability and stability based on support insights.
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- A minimum of 7 years of experience in technical customer support, preferably in a SaaS environment, with at least 3 years in a lead or management role.
- Proven expertise in troubleshooting complex software issues, databases, and network configurations.
- Strong understanding of software development lifecycle and agile methodologies.
- Excellent analytical, problem-solving, and critical thinking skills.
- Exceptional communication, interpersonal, and leadership abilities, crucial for managing a remote team.
- Experience with CRM and customer support ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to manage multiple priorities and work effectively under pressure.
- A proactive approach to identifying and resolving customer pain points.
- Passion for customer success and delivering outstanding technical support.
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5
Lead Customer Support Engineer (Tier 3)
Posted 19 days ago
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Job Description
Our client is seeking a highly skilled and experienced Lead Customer Support Engineer (Tier 3) to join their world-class support team. This is a completely remote position, allowing you to contribute your expertise from the comfort of your home office. You will be responsible for handling complex, escalated customer issues that require in-depth technical knowledge and problem-solving capabilities. Your role will involve investigating intricate software and hardware problems, collaborating with development and engineering teams to identify root causes and implement solutions, and providing timely and effective resolutions to our most challenging customer inquiries. The ideal candidate will possess a strong background in technical support, excellent analytical and troubleshooting skills, and a deep understanding of the products and services our client offers. You must be adept at documenting technical issues, creating knowledge base articles, and mentoring junior support staff. Exceptional communication skills, both written and verbal, are essential for interacting with customers and internal stakeholders. This role demands a proactive approach, a passion for customer satisfaction, and the ability to thrive in a fast-paced, remote work environment. You will be a critical point of contact for ensuring our clients receive the highest level of technical assistance, contributing to product improvement and customer loyalty. This remote opportunity, serving clients connected to **Mombasa, Mombasa, KE**, offers a chance to make a significant impact.
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Lead Customer Support Engineer - SaaS Products
Posted 19 days ago
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Job Description
Our client, a rapidly expanding software company, is looking for a dedicated and technically skilled Lead Customer Support Engineer to manage its remote support operations. This role is 100% remote, allowing you to work from any location. You will be the primary point of contact for customers experiencing technical issues with our cutting-edge SaaS products. Your responsibilities will include diagnosing and resolving complex software problems, providing timely and effective technical assistance via various channels (email, chat, phone, remote desktop), and escalating critical issues to the engineering team when necessary. You will also be responsible for creating and maintaining comprehensive documentation, including knowledge base articles, FAQs, and troubleshooting guides, to empower users and reduce inbound support volume. As a Lead, you will mentor and guide junior support staff, conduct training sessions, and contribute to improving support processes and customer satisfaction metrics. This position requires a deep understanding of software applications, excellent problem-solving abilities, and strong communication skills. You should be adept at translating technical jargon into understandable language for non-technical users. A proactive approach to identifying potential issues and offering solutions before they impact customers is highly valued. Experience in a similar customer support or technical helpdesk role, preferably within the SaaS industry, is essential. Proficiency in using ticketing systems and remote support tools is a must. The ideal candidate will possess a strong technical aptitude, a customer-centric mindset, and the ability to thrive in a fast-paced, collaborative remote environment. You must be able to work independently, manage your time effectively, and consistently deliver exceptional support experiences. A degree in Computer Science, Information Technology, or a related field, or equivalent practical experience, is preferred. This role offers an excellent opportunity to grow your career within a forward-thinking technology company.
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7
Remote Lead Customer Support Engineer
Posted 2 days ago
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Job Description
Our client, a rapidly growing software company, is looking for a Lead Customer Support Engineer to join their fully remote, global support team. This role is essential for providing exceptional technical assistance to our clients, resolving complex issues, and ensuring a seamless user experience. You will be a key point of contact for high-priority customer inquiries, leading troubleshooting efforts, and contributing to the improvement of support processes and product documentation. The ideal candidate will have a strong technical aptitude, excellent problem-solving skills, and a passion for customer satisfaction. This position offers the flexibility to work remotely from anywhere in Kenya.
Responsibilities:
Qualifications:
This role, based in **Kericho, Kericho, KE**, operates under a fully remote work arrangement.
Responsibilities:
- Provide advanced technical support to customers via email, chat, and phone.
- Troubleshoot and diagnose complex software and hardware issues.
- Reproduce customer issues in a testing environment to identify root causes.
- Document technical solutions, troubleshooting steps, and workarounds.
- Escalate unresolved issues to the appropriate engineering or product teams.
- Contribute to the knowledge base with clear and concise technical articles.
- Train and mentor junior support engineers.
- Identify trends in customer issues and provide feedback to the product development team.
- Assist in the development and maintenance of support tools and processes.
- Ensure timely and effective resolution of customer issues, maintaining high satisfaction levels.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- Minimum of 6 years of experience in technical customer support or a related role.
- Strong understanding of software applications, operating systems, and networking concepts.
- Proven ability to troubleshoot complex technical problems systematically.
- Excellent communication, interpersonal, and customer service skills.
- Experience with ticketing systems (e.g., Zendesk, Jira Service Desk) and remote support tools.
- Ability to work independently, manage time effectively, and prioritize tasks in a fast-paced remote environment.
- Experience in leading a support team or mentoring junior staff is a significant advantage.
- Familiarity with (mention specific relevant software/industry, e.g., cloud platforms, SaaS) is a plus.
This role, based in **Kericho, Kericho, KE**, operates under a fully remote work arrangement.
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8
Lead Customer Support Engineer (Remote)
Posted 19 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and customer-focused Lead Customer Support Engineer to join their fully remote technical support team. This position is crucial for providing exceptional technical assistance and guidance to our users, ensuring their success with our products and services. As a remote professional, you will be instrumental in troubleshooting complex issues, managing support escalations, and contributing to the development of our support knowledge base. Your role will involve diagnosing and resolving technical problems, providing clear and concise solutions, and maintaining high levels of customer satisfaction. The ideal candidate will possess a strong understanding of our product suite, exceptional troubleshooting skills, and a proven ability to communicate technical information effectively to both technical and non-technical audiences. Experience in managing a support team and handling complex customer inquiries is highly desirable. Proficiency in helpdesk software and ticketing systems is essential. You will be responsible for mentoring junior support staff, contributing to training initiatives, and identifying trends in customer issues to provide feedback to the product development team. Excellent communication, problem-solving, and interpersonal skills are vital for collaborating effectively with customers and internal teams through various remote channels. If you are a dedicated support professional with a passion for helping customers and are looking for a challenging and rewarding remote opportunity, we encourage you to apply. This is an excellent chance to contribute your technical expertise and leadership skills to our customer success initiatives while enjoying the flexibility of remote work.
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