3,703 Remote Customer Success Advocate jobs in Kenya
Remote Customer Success Advocate
Posted 19 days ago
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Job Description
Our client is seeking a proactive and empathetic Remote Customer Success Advocate to join their growing support team. This fully remote, full-time role is essential for ensuring our customers receive exceptional service and achieve their goals using our products and services. You will be the primary point of contact for customers, providing timely and effective assistance, guidance, and problem resolution. The ideal candidate is a natural communicator with a passion for helping others, possessing excellent listening skills and a patient demeanor. You will work from anywhere, building strong relationships with clients and contributing to high levels of customer satisfaction and retention.
Key Responsibilities:
Key Responsibilities:
- Provide prompt and professional customer support via phone, email, and chat.
- Assist customers with product inquiries, troubleshooting, and technical issues.
- Guide customers through onboarding processes and product setup.
- Educate customers on product features and best practices to maximize their value.
- Proactively identify and address potential customer issues before they escalate.
- Gather customer feedback and relay insights to product and development teams for continuous improvement.
- Maintain accurate and detailed customer records and interaction logs.
- Develop and update customer support documentation and FAQs.
- Collaborate with sales and technical teams to ensure a seamless customer experience.
- Contribute to team efforts and achieve individual performance goals related to customer satisfaction and response times.
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Remote Customer Success Advocate - Embu
Posted 5 days ago
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Job Description
Our client is looking for an empathetic and results-driven Customer Success Advocate to join their fully remote support team, serving clients virtually from Embu and beyond. In this vital role, you will be the primary point of contact for customers, ensuring they derive maximum value from our client's products and services. You will proactively engage with customers to understand their needs, provide timely solutions to inquiries, troubleshoot issues, and guide them through product adoption and best practices. Your dedication to exceptional service will be crucial in fostering long-term customer loyalty and retention. This position demands excellent communication skills, a patient demeanor, and a strong technical aptitude to navigate and explain complex solutions. You will work collaboratively with cross-functional teams, including sales and product development, to relay customer feedback and identify opportunities for service improvement. The ability to manage multiple customer interactions simultaneously via phone, email, and chat is essential.
Responsibilities:
Responsibilities:
- Provide exceptional customer support through various channels (phone, email, chat) to address inquiries, resolve issues, and offer solutions.
- Actively engage with customers to understand their goals, challenges, and ensure they are maximizing the value of our client's offerings.
- Guide new customers through onboarding processes and product setup.
- Proactively identify opportunities to improve customer satisfaction and retention rates.
- Troubleshoot technical issues, document problems, and escalate complex cases to appropriate departments.
- Educate customers on product features, functionalities, and best practices to enhance their experience.
- Gather customer feedback and insights, relaying this information to product and engineering teams to drive service enhancements.
- Maintain accurate and detailed customer records within the CRM system.
- Develop and maintain knowledge base articles and FAQs to empower customers with self-service resources.
- Participate in team meetings and training sessions to stay updated on product knowledge and support protocols.
- Proven experience in a customer service, customer support, or customer success role.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
- Strong problem-solving and critical-thinking abilities.
- Patience, empathy, and a customer-centric mindset.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to manage time effectively and multitask in a fast-paced, remote environment.
- A proactive approach to identifying and resolving customer issues.
- Experience in the (specific industry of the client, e.g., SaaS, FinTech, E-commerce) sector is a plus.
- High school diploma or equivalent; a degree in a relevant field is an advantage.
- Self-motivated and able to work independently with minimal supervision.
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Lead Remote Customer Success Advocate
Posted 6 days ago
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Job Description
Our client is looking for an exceptional Lead Remote Customer Success Advocate to join their dynamic and growing team. In this fully remote position, you will be at the forefront of ensuring our customers achieve their desired outcomes while using our products and services. You will be responsible for leading a team of customer success advocates, providing guidance, mentorship, and training to foster a high-performance culture focused on customer satisfaction and retention. Your role will involve developing and implementing strategies to enhance the customer journey, proactively addressing potential issues, and identifying opportunities for upselling and cross-selling. You will act as a primary point of contact for escalated customer issues, working collaboratively with internal teams, including support, sales, and product development, to find timely and effective resolutions. This position requires a deep understanding of customer relationship management, excellent communication skills, and a passion for delivering outstanding service. You will be instrumental in developing and refining our customer success playbook, including best practices for onboarding, ongoing support, and feedback collection. Data analysis will be a key component of your role, as you'll track key customer success metrics, such as churn rate, net promoter score (NPS), and customer lifetime value (CLV), to inform strategic decisions and drive continuous improvement. The ability to build strong, lasting relationships with clients, understand their business needs, and translate those into actionable insights for our company is crucial. You will also be involved in creating customer success content, such as knowledge base articles, FAQs, and user guides, to empower customers and reduce support load. This role is ideal for a motivated individual who thrives in a remote work environment and is passionate about empowering customers and driving their success. The role is based in Mombasa, Mombasa, KE, but is operated entirely remotely.
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Senior Remote Customer Success Advocate
Posted 21 days ago
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Job Description
Our client is seeking an experienced and empathetic Senior Remote Customer Success Advocate to join their dedicated, fully remote team. In this vital role, you will be the primary point of contact for our valued customers, ensuring they receive exceptional support, achieve their goals with our products/services, and foster long-term loyalty. You will leverage your expertise to proactively engage with customers, resolve complex issues, and identify opportunities for upselling and retention. This position is ideal for individuals who excel in a remote work environment and possess outstanding communication and problem-solving skills.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Manage a portfolio of customer accounts, acting as their trusted advisor and advocate.
- Proactively engage with customers to ensure successful adoption, ongoing satisfaction, and value realization.
- Respond to customer inquiries and resolve complex technical and service-related issues promptly and effectively via remote channels.
- Conduct regular check-ins and business reviews with customers to understand their evolving needs and provide tailored solutions.
- Identify opportunities for customer growth, upselling, and cross-selling based on their usage and business objectives.
- Develop and implement strategies to reduce churn and increase customer retention.
- Collaborate with internal teams (Sales, Product, Engineering) to address customer feedback and advocate for product improvements.
- Create and maintain customer success documentation, including FAQs, tutorials, and best practice guides.
- Track and analyze customer engagement metrics to identify trends and potential risks.
- Train and mentor junior customer success advocates in a remote setting.
- Contribute to the continuous improvement of customer success processes and strategies.
- Ensure a consistent and positive customer experience across all touchpoints.
Qualifications:
- Bachelor's degree in Business, Communications, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in customer success, account management, or a similar customer-facing role, preferably in a remote capacity.
- Demonstrated ability to build strong relationships with customers and manage complex accounts.
- Excellent verbal and written communication skills, with a talent for active listening and empathy.
- Strong problem-solving and analytical skills, with the ability to de-escalate situations and find effective resolutions.
- Proficiency in CRM software and customer success platforms.
- Ability to work independently, manage multiple priorities, and thrive in a fully remote work environment.
- Experience in providing remote customer support and utilizing virtual collaboration tools.
- A proactive and results-oriented mindset, with a passion for customer advocacy.
- Leadership potential and experience mentoring team members is a plus.
This advertiser has chosen not to accept applicants from your region.
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Senior Remote Customer Success & Support Lead
Posted 20 days ago
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Job Description
Our client is looking for a dedicated and empathetic Senior Remote Customer Success & Support Lead to spearhead their customer service operations from anywhere. This role is fully remote and central to ensuring our customers receive unparalleled support and achieve maximum value from our products/services. You will be responsible for building and managing a high-performing remote support team, developing best-in-class support processes, and driving customer satisfaction and retention. Key duties include handling complex customer escalations, creating and maintaining a comprehensive knowledge base, analyzing customer feedback to identify trends and areas for improvement, and developing proactive support strategies. You will also collaborate closely with product and sales teams to provide valuable customer insights. The ideal candidate possesses a deep understanding of customer service principles, exceptional communication skills, and a passion for problem-solving. Experience managing and mentoring remote support agents is essential, along with a proven ability to improve key customer success metrics. This is a unique opportunity to make a significant impact on customer loyalty and our client's reputation, contributing to their continued growth in the **Bungoma, Bungoma, KE** region and beyond. You will be a vital link between our customers and our company, ensuring a consistently positive experience. We seek a leader who is committed to excellence and possesses a strong aptitude for leveraging technology to deliver superior support. Requirements:
- Minimum 5 years of experience in customer service or customer success roles, with at least 2 years in a leadership or supervisory capacity.
- Proven experience managing and training remote customer support teams.
- Exceptional problem-solving and conflict-resolution skills.
- Strong understanding of CRM systems and helpdesk software (e.g., Zendesk, Salesforce Service Cloud).
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
- Ability to develop and implement effective customer support strategies and processes.
- Experience in creating and managing knowledge base content.
- Demonstrated ability to analyze customer data and feedback to drive improvements.
- A patient, empathetic, and customer-centric approach.
- Bachelor's degree in a relevant field is preferred.
- Ability to work independently and manage time effectively in a remote setting.
- Experience in the (industry relevant to the client) sector is a plus.
This advertiser has chosen not to accept applicants from your region.
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Remote Customer Success Advocate - Technical Support
Posted 13 days ago
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Job Description
Our client is seeking a dedicated and empathetic Customer Success Advocate to provide exceptional remote technical support. This position is integral to ensuring our users have a seamless experience with our products and services. As a remote-first team member, you will be the primary point of contact for customers experiencing technical challenges, offering timely and effective solutions through various communication channels including chat, email, and phone. You will delve into complex issues, troubleshoot software and hardware problems, and guide users through resolutions, ensuring a high level of customer satisfaction. The role requires a proactive approach to identifying recurring issues and contributing to the knowledge base with comprehensive solutions.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Respond to customer inquiries and technical issues via remote channels promptly and professionally.
- Diagnose and resolve software and hardware problems, guiding users through step-by-step solutions.
- Escalate complex issues to senior support teams or relevant departments when necessary.
- Document all customer interactions and resolutions in the CRM system accurately.
- Contribute to the creation and maintenance of a comprehensive knowledge base and FAQs.
- Provide feedback to product development teams on recurring issues and potential improvements.
- Proactively engage with customers to ensure their needs are met and to enhance their overall experience.
- Stay updated on product features, updates, and industry best practices.
- Identify opportunities to upsell or cross-sell services based on customer needs and interactions.
Qualifications:
- Proven experience in a customer service or technical support role.
- Strong understanding of common software and hardware troubleshooting techniques.
- Excellent problem-solving and analytical skills.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
- Proficiency with CRM software and remote support tools.
- Ability to multitask and manage time effectively in a fast-paced remote environment.
- A patient and customer-centric attitude.
- Experience in the (specific industry relevant to the fictional client) sector is a plus.
- High school diploma or equivalent; technical certifications are advantageous.
This advertiser has chosen not to accept applicants from your region.
5
Senior Customer Success Manager - Remote Support
Posted 19 days ago
Job Viewed
Job Description
Our client is actively seeking a dedicated and proactive Senior Customer Success Manager to lead their remote customer support initiatives. This role is exclusively remote, allowing you to manage client relationships and drive satisfaction from any location. As a Senior CSM, you will be the primary point of contact for a portfolio of key clients, ensuring they derive maximum value from our client's products and services. Your core mission will be to build and nurture strong, long-term relationships, foster customer loyalty, and reduce churn. This involves understanding each client's business objectives, identifying opportunities for upselling and cross-selling, and proactively addressing any potential issues. You will conduct regular business reviews, provide strategic guidance, and ensure seamless onboarding and adoption processes. The ideal candidate possesses exceptional communication, negotiation, and problem-solving skills, coupled with a deep understanding of customer success principles. You should be adept at handling complex client inquiries, resolving escalated issues, and advocating for customer needs internally. Experience with CRM software and customer success platforms is essential. This position requires a results-oriented individual who thrives in a fast-paced, dynamic environment and is passionate about delivering outstanding customer experiences. The ability to work independently, manage your time effectively, and collaborate with remote sales, product, and support teams is crucial. We are looking for a leader who can inspire confidence and drive significant value for both our clients and our client's business through exceptional service and strategic account management. This remote role offers a fantastic opportunity to grow within a leading company and make a real impact on client satisfaction and retention.
Responsibilities:
Responsibilities:
- Manage a portfolio of enterprise clients, ensuring high levels of satisfaction and retention.
- Develop and execute strategies to maximize customer lifetime value.
- Conduct regular business reviews (QBRs) with clients to assess progress and identify opportunities.
- Onboard new clients and drive product adoption and usage.
- Proactively identify and address customer issues and escalations.
- Serve as a trusted advisor and advocate for customer needs within the organization.
- Identify opportunities for upselling and cross-selling relevant products and services.
- Collaborate with sales, product, and technical support teams to ensure a seamless customer experience.
- Track key customer success metrics and report on client health.
- Contribute to the development and refinement of customer success best practices.
- Bachelor's degree in Business, Marketing, Communications, or a related field.
- 5+ years of experience in Customer Success, Account Management, or a similar client-facing role.
- Proven track record of building and maintaining strong client relationships.
- Excellent communication, presentation, and negotiation skills.
- Strong problem-solving abilities and a proactive approach to client issues.
- Experience with CRM software (e.g., Salesforce) and customer success platforms (e.g., Gainsight).
- Ability to understand customer business needs and align them with product offerings.
- Demonstrated ability to manage multiple accounts and priorities effectively.
- Experience working in a remote team environment.
- Passion for delivering exceptional customer service and driving client advocacy.
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6
Senior Customer Success Manager - Remote Support Specialist
Posted 2 days ago
Job Viewed
Job Description
Our client, a fast-growing SaaS company, is seeking a dedicated and empathetic Senior Customer Success Manager to join their fully remote support team. This role is crucial for ensuring our clients maximize the value they derive from our innovative software solutions. You will be the primary point of contact for a portfolio of key accounts, building strong relationships and proactively addressing their needs. Your mission will be to foster customer loyalty, drive adoption, and reduce churn.
Responsibilities:
Qualifications:
Responsibilities:
- Develop and nurture long-term relationships with a portfolio of clients.
- Proactively engage with customers to understand their business objectives and challenges.
- Onboard new clients, providing comprehensive training and guidance on product usage.
- Monitor customer health metrics and intervene proactively to mitigate risks.
- Conduct regular business reviews to showcase value and identify expansion opportunities.
- Act as a trusted advisor, offering best practices and strategic recommendations.
- Triage and resolve customer inquiries and technical issues, escalating when necessary.
- Collaborate with product and sales teams to gather customer feedback and advocate for customer needs.
- Contribute to the development of customer success resources and playbooks.
Qualifications:
- Minimum of 4 years of experience in customer success, account management, or a related client-facing role, preferably in the tech industry.
- Proven ability to build and maintain strong client relationships.
- Excellent communication, presentation, and interpersonal skills.
- Strong problem-solving abilities and a proactive approach to issue resolution.
- Experience with CRM software and customer success platforms.
- Ability to manage multiple priorities and work effectively in a fast-paced, remote environment.
- A passion for customer advocacy and a deep understanding of customer needs.
- Bachelor's degree in Business, Communications, or a related field is a plus.
This advertiser has chosen not to accept applicants from your region.
7
Lead Customer Success Manager - Remote Tech Support
Posted 13 days ago
Job Viewed
Job Description
Our client, a rapidly expanding technology firm, is seeking a dynamic and empathetic Lead Customer Success Manager to manage their remote customer support and success operations. This role is crucial for ensuring our clients' maximum satisfaction and value realization from our innovative products. You will lead a team of customer success representatives, providing guidance, training, and performance management to deliver exceptional support experiences. As this is a fully remote position, strong leadership, excellent communication, and the ability to foster a positive team environment virtually are paramount. Responsibilities include: developing and implementing customer success strategies to drive user adoption, retention, and satisfaction; managing the day-to-day operations of the remote customer support team; onboarding new customers and ensuring a smooth transition to product utilization; proactively identifying and addressing customer needs and potential issues; acting as a primary point of contact for high-value clients; analyzing customer feedback and usage data to identify trends and opportunities for product improvement; developing and delivering training materials for customers and internal teams; collaborating with sales and product development teams to ensure customer needs are met; maintaining comprehensive customer records and documentation. The ideal candidate will have a proven track record in customer success or account management, preferably within the tech industry, with a deep understanding of customer support best practices and CRM systems. This is an exciting opportunity to shape the customer experience for a growing company and contribute to its success from anywhere, impacting user communities that rely on services relevant to the Meru, Meru, KE region and beyond. We are looking for a motivated individual passionate about building strong customer relationships and driving positive outcomes in a remote setting.
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Lead Customer Success Advocate (Remote)
Posted 15 days ago
Job Viewed
Job Description
Our client is looking for a passionate and skilled Lead Customer Success Advocate to join their fully remote team. Based virtually with a focus on clients in the Kisumu, Kisumu, KE region, this role is pivotal in ensuring exceptional customer experiences and fostering long-term client relationships. You will be the primary point of contact for a dedicated portfolio of clients, proactively engaging with them to understand their needs, address challenges, and guide them towards achieving their goals using our client's products and services. Responsibilities include managing inbound customer inquiries via multiple channels (phone, email, chat), providing timely and accurate resolutions, escalating complex issues to appropriate internal teams, and documenting all interactions in the CRM system. As a Lead, you will also mentor and train junior customer success representatives, develop best practice guidelines, and contribute to the continuous improvement of customer support processes. Proactive outreach to clients to gather feedback, identify upsell or cross-sell opportunities, and ensure client satisfaction and retention are key performance indicators. The ideal candidate will possess outstanding communication, problem-solving, and active listening skills, coupled with a patient and empathetic demeanor. Previous experience in a customer-facing role, preferably in a SaaS or technology environment, is essential. A strong understanding of customer relationship management principles and experience with helpdesk software are required. You should be adept at managing multiple priorities, working efficiently under pressure, and maintaining a positive attitude. This remote role requires self-discipline, excellent time management, and a commitment to delivering superior customer service from the comfort of your home office. We are seeking individuals who are driven by a desire to help others succeed and who thrive in a collaborative, remote-first environment. This is an excellent opportunity for a seasoned professional to make a significant impact on customer loyalty and company growth.
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