3,874 Remote Customer Success Lead Technical Support jobs in Kenya

• Leading and mentoring a high-performing team of technical support specialists.
• Developing and refining technical support processes and workflows to optimize efficiency and effectiveness.
• Serving as an escalation point for complex technical issues, providing expert guidance and solutions.
• Proactively identifying customer needs and potential challenges, developing strategies to address them.
• Collaborating closely with Product, Engineering, and Sales teams to ensure seamless customer experiences.
• Creating and maintaining comprehensive knowledge base articles and support documentation.
• Tracking key performance indicators (KPIs) for the support team and identifying areas for improvement.
• Conducting regular team meetings and providing constructive feedback and performance reviews.
• Championing customer feedback internally to drive product and service enhancements.
• Ensuring timely and effective resolution of all customer inquiries and support tickets.

Job Position: Help Desk & Marketing Officer

Department: Marketing

Reports to: Marketing Manager

Job Summary:

The Help Desk & Marketing Officer will serve as the first point of contact for visitors and tenants within the BINAA building, ensuring an engaging and seamless experience for all stakeholders. They will play a vital role in guiding foot traffic, promoting tenant businesses, overseeing building marketing initiatives, and maintaining strong tenant relations. Additionally, they will support leasing efforts by showcasing available retail spaces and ensuring the building remains an attractive commercial destination.

Key Responsibilities:

1. Promotion of BINAA Ecosystem & Tenant Businesses

• Educate visitors on the BINAA concept, ensuring they understand it as a one-stop destination for home and building solutions.
• Actively promote tenant businesses by informing customers about special offers, services, and exclusive products.
• Closely, work with the marketing team to execute promotional strategies to increase building footfall and drive business to tenants.
• Assist in planning seasonal campaigns, festive promotions and community events to boost foot traffic.

2. Visitor Engagement & Foot Traffic Management

• Greet and assist visitors, directing them to the appropriate businesses or services within the BINAA building.
• Direct customers looking for building solutions and fixtures primarily to the BINAA showroom while providing supplementary referrals to other tenants.
• Actively manage and document visitor traffic, gathering data to assess peak hours, visitor demographics, and engagement levels.
• Implement visitor feedback mechanisms to continuously improve customer experience.
• Provide maps, directories, and promotional materials to visitors for easy navigation.

Qualifications & Skills:

• Diploma or bachelor's degree in marketing, business administration, or a related field.
• Strong interpersonal and communication skills with a welcoming and professional demeanor.
• Experience in customer service, marketing, or retail management is an added advantage.
• Ability to multitask and manage visitor inquiries while executing marketing responsibilities.
• Strong organizational and problem-solving skills.
• Proficiency in MS Office, customer service tools, and basic data reporting systems.
• Familiarity with social media and digital marketing trends is a plus.

Work Environment & Expectations:

• The role is front-facing and requires the officer to be stationed at the help desk with periodic movement around the building.
• Flexibility in working hours may be required during expos, promotional events, and peak shopping seasons.
• The officer should maintain a customer-centric and solution-oriented approach to interactions.

• 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.

• 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.