2,279 Remote Customer Service Helpdesk Lead jobs in Kenya

• Lead and manage a remote team of customer service and helpdesk agents.
• Oversee daily operations of the customer support helpdesk, ensuring efficiency and effectiveness.
• Monitor and manage incoming support tickets, ensuring timely resolution and adherence to SLAs.
• Provide guidance and support to team members, resolving complex customer issues.
• Develop and deliver training programs for new and existing support staff.
• Analyze customer feedback and support data to identify areas for improvement.
• Implement and refine customer support processes and policies.
• Ensure high levels of customer satisfaction through excellent service delivery.
• Prepare and present regular reports on team performance and customer support metrics.
• Foster a positive and collaborative remote team environment.

• Proven experience in a customer service leadership or helpdesk management role.
• Strong understanding of customer service principles and best practices.
• Experience with helpdesk software and CRM systems (e.g., Zendesk, Salesforce Service Cloud).
• Excellent leadership, coaching, and team management skills.
• Exceptional problem-solving and conflict resolution abilities.
• Outstanding verbal and written communication skills.
• Ability to work independently and manage a remote team effectively.
• Strong organizational and time management skills.
• Experience in creating training materials and conducting training sessions.
• Bachelor's degree in a relevant field or equivalent experience.

• Lead and manage a remote customer service and helpdesk team, providing guidance and support.
• Develop and implement efficient customer support processes, workflows, and service level agreements (SLAs).
• Monitor team performance and individual agent productivity, providing regular feedback and coaching.
• Ensure prompt and accurate resolution of customer inquiries, issues, and technical problems via multiple channels.
• Manage the utilization and effectiveness of customer support software and ticketing systems.
• Train new and existing team members on product knowledge, support procedures, and customer service best practices.
• Analyze customer feedback and support data to identify trends and areas for improvement.
• Collaborate with other departments to address recurring issues and enhance product/service offerings.
• Develop and maintain comprehensive knowledge base articles and FAQs for customers and internal use.
• Handle escalated customer issues and ensure their satisfactory resolution.
• Stay updated on industry trends in customer service and helpdesk management.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 6 years of experience in customer service or helpdesk support, with at least 3 years in a leadership or supervisory role.
• Proven experience managing remote customer service teams and operations.
• Strong understanding of customer support principles, methodologies, and best practices.
• Proficiency with helpdesk software (e.g., Zendesk, ServiceNow) and CRM systems.
• Excellent problem-solving, analytical, and decision-making skills.
• Exceptional communication, interpersonal, and conflict-resolution skills.
• Ability to motivate and manage a remote team effectively.
• Strong organizational and time management skills, with the ability to prioritize tasks in a remote environment.
• A passion for delivering outstanding customer experiences.
• While the role is remote, familiarity with the customer base and technical support needs within the Kisumu, Kisumu, KE region would be beneficial.

• 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).

• 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.

• 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.

• 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.

• 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.

• Conduct comprehensive holistic wellness assessments with clients.
• Develop personalized wellness plans encompassing nutrition, fitness, stress management, and lifestyle.
• Provide ongoing coaching, support, and accountability via virtual sessions.
• Educate clients on healthy habits and behavior change strategies.
• Empower clients to identify and overcome barriers to well-being.
• Facilitate mindfulness, meditation, and stress reduction techniques.
• Maintain accurate and confidential client records and progress notes.
• Collaborate with other wellness professionals or healthcare providers as needed.
• Contribute to the creation of wellness content and program development.
• Promote a positive and sustainable approach to health and well-being.

• Certified Wellness Coach (e.g., NBHWC) or relevant certification in health coaching, nutrition, or fitness.
• Minimum of 5 years of experience in holistic wellness coaching or a related field.
• In-depth knowledge of nutrition, exercise physiology, stress management, and mindfulness.
• Experience with motivational interviewing and behavior change theories.
• Excellent active listening, empathy, and communication skills.
• Proficiency in using virtual meeting platforms and client management software.
• Ability to work independently, manage a remote caseload, and maintain strict confidentiality.
• Strong organizational and time-management skills.
• A passion for empowering individuals to live healthier, more fulfilling lives.

Program Assistant - Administrative & Client Support
Job #: req34370

Organization: IFC

Sector: Administration/Office Support

Grade: GC

Term Duration: 3 years 0 months

Recruitment Type: Local Recruitment

Location: Nairobi,Kenya

Required Language(s): English

Preferred Language(s)
Closing Date: 10/1/2025 (MM/DD/YYY) at 11:59pm UTC

Description
Build a career with impact. Working at the World Bank Group (WBG) provides a unique opportunity to help countries solve their greatest development challenges. As one of the largest sources of funding and knowledge for developing countries, the WBG is a unique partnership of five global institutions dedicated to ending poverty, increasing shared prosperity, and promoting sustainable development. With 189 member countries and more than 120 offices worldwide, the WBG works with public and private sector partners, investing in groundbreaking projects and using data, research, and technology to develop solutions to the most urgent global challenges.

The International Finance Corporation (IFC), a member of the World Bank Group, is the largest global development institution focused on the private sector in emerging markets. We work in more than 100 countries, using our capital, expertise, and influence to create markets and opportunities in developing countries. In fiscal year 2025, IFC committed a record $71.7 billion to private companies and financial institutions in developing countries, leveraging private sector solutions, and mobilizing private capital to create a world free of poverty on a livable planet. For more information, visit .

IFC is seeking to recruit a dynamic, motivated, and organized Program Assistant to provide effective and efficient administrative support to IFC Industry and Advisory Teams. This role will contribute to the effective operation and administrative coordination of the office.

The positions are based in Nairobi, Kenya.

Role And Responsibilities
Key roles and responsibilities include the following:

• Provides quality control of internal and external documents; reviews documents for accuracy and adherence with IFC and World Bank guidelines and procedures;
• Assists staff for the drafting, editing, formatting, and production of documents and correspondence.
• Coordinates schedules taking priority into account, monitors changes, and communicates the information to staff inside and outside the immediate work unit, including officials outside the bank;
• Solves non-routine problems (e.g. responds to requests requiring research to address query at hand, etc);
• Assists in preparation of conferences, seminars, workshops, analyze budgetary scope, build a database of participants and draft event reports, etc.;
• Maintains current distribution lists, phone/addresses list of project/product contacts, and distributes documents for relevant task teams to the main data;
• Maintains up-to-date work unit project and other files (both paper and electronic);
• Corresponds with vendors to solicit price quotes for supplies and make hotel reservations in accordance with World Bank Group policy;
• Manages logistics requests for the visiting missions of the units;
• Collaborates with other team members and contributes productively to the team's work and output Fully involves others in the work of the team;
• Handles bookings for business travels; obtains tickets from the travel agency, requests visas for staff;
• Provide primary assistance to the Finance officer including specialized support accounting and SAP related operations;
• Assist with any other administrative matters in the Central Africa sub-region or corporate initiatives;
• Back-up other ACS in the office and in the region when needed.

Selection Criteria

Note:
Only applicants who are nationals, legal residents, or otherwise have legal presence in the duty station independent of any employer, and who are authorized to work in the duty station, will be considered.

• Minimum of bachelors' degree with a minimum of 5 years relevant work experience in similar role, preferably in a large international organization;
• Excellent organizational and administrative skills. Demonstrated ability to organize, prioritize, schedule, plan and coordinate work and other activities internally and externally;
• Strong attention to detail and to maintaining high quality standards;
• Proven ability to create and work in a team-oriented, multi-cultural environment, to perform effectively in a constantly changing environment with competing activities and demands, and to effectively serve as a team member;
• Demonstrated ability to organize and implement projects and tasks, set priorities, coordinate and monitor assignments to maximize efficiency and quality;
• Effective analytical, research and problem-solving skills and ability to work independently and make judgments and decisions with minimal supervision;
• Strong communication skills in English and French (verbal and written), including ability to draft, proofread and edit correspondence;
• Demonstrated ability to respond and deal effectively with diverse situations which require good judgment, tact, diplomacy and confidentiality;
• Good computer skills; proficiency with various software technologies such as MS Office, Outlook, OneDrive and other standard office productivity software. Ability to learn quickly new software applications.

WBG Culture Attributes

• Sense of urgency: Anticipate and quickly respond to the needs of internal and external stakeholders.
• Thoughtful risk-taking: Challenge the status quo and push boundaries to achieve greater impact.
• Empowerment and accountability: Empower yourself and others to act and hold each other accountable for results.

World Bank Group Core Competencies

The World Bank Group offers comprehensive benefits, including a retirement plan; medical, life and disability insurance; and paid leave, including parental leave, as well as reasonable accommodations for individuals with disabilities.

We are proud to be an equal opportunity and inclusive employer with a dedicated and committed workforce, and do not discriminate based on gender, gender identity, religion, race, ethnicity, sexual orientation, or disability.

Learn more about working at the
World Bank
and
IFC
, including our values and inspiring stories.

Job Description
Job Title:
Client Service Attendant

Reports to:
Client Engagement Manager

Department:
Clinical Operations

Location:
Ngong Rd & Ruaka Branch

Role:
Part-time

Job Purpose:
A Client Service Attendant will responsible for interacting with customers and clients to provide support, information, and solutions, often acting as the first point of contact for inquiries and complaints.

About Jacaranda Maternity
Jacaranda Maternity is redesigning the future of healthcare in East Africa for the patients who need it most. Our hospital in Nairobi is changing the way maternal healthcare is provided by developing better ways to provide high-quality, patient-centered maternity care at affordable prices. Currently, we see over 3,000 clients a month. We have won global and local recognition, including from the Centre for Health Market Innovations, the Gates Foundation, Savings Lives at Birth, and Innovations in Healthcare – and our facility has been independently rated as among the highest quality in Kenya.

We have big ambitions and require a Client Service Attendant at our hospital. Reporting to our Client Engagement Manager, you will take on responsibility of delivering quality customer service and maintaining superior patient satisfaction.

Will you join us and help transform maternal and new-born health care in East Africa?

Duties And Responsibilities
Client Observation & Presence

• Maintain visible, approachable presence in OPD waiting areas;
• Be aware-based on information from reception and client themselves, of what people are waiting for, if they are in a hurry, if they are new, etc;
• Monitor client flow and identify signs of discomfort/ unhappiness;

Client Engagement

• Greet all clients warmly and introduce self as their point of contact;
• Offer clear, polite explanations of wait times, next steps, etc;
• Reiterate key information as needed (packages prices, cost of care, timings of clinics etc);
• Answer basic questions, however escalate to appropriate staff when unsure;

Enhance the Client Experience

• Proactively check in with waiting clients every 15–20 minutes;
• Identify and assist clients who appear lost, anxious, or underserved;
• Advocate for clients needing special attention (e.g., elderly, disabled, postpartum);
• Ensure signage, queue systems, and instructions are visible and understood;
• Follow up with referred clients from the facility to another facility;
• Assist in making EDD calls;
• Issue inpatient feedback forms in the morning;
• Issue outpatient feedback forms and encourage clients to scan QR codes;
• Give hospital tours to clients;
• Liaise with the Manager and the inpatient team to follow up with Clients who have had emotional experiences like miscarriages, still births etc and forward for VIP management and counseling;

Environment & Comfort

• Monitor cleanliness and seating availability in waiting areas;
• Highlight any infrastructural facility issues (broken or non working items);
• Offer water or comfort items (if available) to clients in extended wait;

Reporting & Feedback

• Log daily observations and client concerns in designated format;
• Flag recurring issues or bottlenecks;
• Any other assigned duty

Expectations

• Friendly, calm, and professional demeanor at all times;
• Strong verbal communication in English and Kiswahili;
• Willingness to ask for help when unsure and escalate appropriately;
• Commitment to client dignity, privacy, and respectful service;
• Punctuality and consistency in presence and engagement

Qualifications

• Diploma in Business Administration/Management, Secretarial studies or any related field from a recognized institution (preferably with medical background);
• At least 3 years in a busy healthcare facility managing patient flow;
• Computer skills including the use of MS Office required, and comfort with using new computer tools

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