What Jobs are available for Remote Customer Support Lead in Eldoret?
Showing 492 Remote Customer Support Lead jobs in Eldoret
Remote Customer Support Lead
Posted 2 days ago
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Job Description
Our client is seeking a dynamic and experienced Remote Customer Support Lead to guide their support team. This is a fully remote position, offering the flexibility to work from anywhere, with a focus on supporting customers in the region of Kericho, Kericho, KE and beyond. The ideal candidate will have a proven track record in customer service management, excellent leadership skills, and a passion for delivering exceptional customer experiences. You will be responsible for managing the day-to-day operations of the support desk, mentoring support agents, and driving continuous improvement in service delivery.
Key responsibilities include:
Key responsibilities include:
- Leading, mentoring, and coaching a team of remote customer support agents.
- Setting performance goals and conducting regular performance reviews for the support team.
- Monitoring support queues and ensuring timely and effective resolution of customer inquiries via various channels (phone, email, chat).
- Developing and implementing strategies to improve customer satisfaction and loyalty.
- Analyzing customer feedback and support data to identify trends and areas for improvement.
- Creating and maintaining a comprehensive knowledge base for support agents and customers.
- Collaborating with other departments (e.g., product, sales) to address customer needs and feedback.
- Managing escalated customer issues and ensuring their satisfactory resolution.
- Developing and delivering training programs for new and existing support staff.
- Reporting on key customer service metrics and KPIs to senior management.
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0
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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1
Remote Lead Customer Support Specialist
Posted 2 days ago
Job Viewed
Job Description
Our client seeks a dedicated and empathetic Lead Remote Customer Support Specialist to manage and elevate their customer service operations. This is a fully remote position, offering the flexibility to work from home. You will be the primary point of contact for complex customer inquiries, providing timely and accurate resolutions across various communication channels, including email, chat, and phone. Your responsibilities will include troubleshooting technical issues, guiding customers through product usage, and escalating unresolved problems to appropriate teams. As a Lead Specialist, you will also mentor and train junior support agents, monitor team performance, and contribute to the development of support documentation and knowledge bases. The ideal candidate possesses outstanding communication, interpersonal, and problem-solving skills. A strong understanding of customer service best practices and a passion for delivering exceptional client experiences are essential. You will analyze customer feedback and trends to identify areas for improvement in products and services. This role requires meticulous attention to detail, the ability to multitask effectively, and proficiency with customer relationship management (CRM) software. You will be expected to maintain a high level of professionalism and empathy in all customer interactions. The primary focus of this role involves supporting clients across Kenya, with specific attention to the needs of customers in and around **Eldoret, Uasin Gishu, KE**. You will play a vital role in ensuring customer satisfaction and retention, acting as a brand ambassador for our client. The ability to remain calm and composed under pressure is a key requirement. You will also contribute to the creation and refinement of support protocols and workflows to enhance efficiency and effectiveness. This is an excellent opportunity for a motivated individual to make a significant impact in a remote-first environment.
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2
Senior Wellness Coach & Nutritionist - Remote Client Support
Posted 2 days ago
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Job Description
Our client is seeking a compassionate and knowledgeable Senior Wellness Coach and Nutritionist to provide expert guidance and support to clients seeking to improve their overall health and well-being. This is a fully remote position, allowing you to connect with and impact clients from anywhere. You will be responsible for developing personalized wellness plans, offering nutritional advice, and coaching clients through behavior change to achieve their health goals.
Responsibilities:
Qualifications:
Responsibilities:
- 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.
Qualifications:
- 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.
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3
Senior Holistic Wellness Coach - Remote Client Support
Posted 2 days ago
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Job Description
Our client, a leader in the health and wellness industry, is seeking a highly qualified and experienced Senior Holistic Wellness Coach to join their remote team. In this role, you will guide and empower clients to achieve their personal wellness goals through a comprehensive, holistic approach that addresses physical, mental, emotional, and spiritual well-being. You will conduct in-depth consultations via video conferencing, develop personalized wellness plans, and provide ongoing support and accountability to foster lasting positive change. The ideal candidate will have a profound understanding of various wellness modalities, including nutrition, fitness, stress management, mindfulness, and potentially complementary therapies. You should be adept at motivational interviewing techniques, active listening, and creating a safe, supportive virtual environment for clients. This position requires exceptional interpersonal skills, empathy, and the ability to connect with individuals from diverse backgrounds and life circumstances. Responsibilities include educating clients on healthy lifestyle choices, helping them identify and overcome obstacles, and celebrating their progress. You will also be expected to maintain confidential client records and contribute to the development of innovative wellness programs and resources. This is a fully remote position, demanding self-motivation, excellent time management, and strong organizational skills. You will play a pivotal role in transforming lives and promoting sustainable well-being from the convenience of your home office, supporting clients wherever they may be, with a focus on those in the **Kericho, Kericho, KE** region.
Responsibilities:
Responsibilities:
- 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.
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4
Lead Remote Customer Support Specialist
Posted 2 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and empathetic Lead Remote Customer Support Specialist to manage their global support operations. This is a fully remote position, allowing you to contribute from any location while being an integral part of our client's team. The primary responsibility will be to provide exceptional customer service, resolve complex issues, and lead a team of remote support agents. You will be the first point of contact for customers experiencing technical difficulties or requiring assistance with our client's products and services. This involves thoroughly investigating customer queries, identifying root causes, and implementing effective solutions in a timely manner. Furthermore, you will be responsible for training and mentoring new support staff, developing comprehensive knowledge base articles, and continuously improving support processes to enhance customer satisfaction. The ideal candidate possesses outstanding problem-solving skills, a patient demeanor, and the ability to communicate technical information clearly to non-technical users. Proficiency in using CRM software and ticketing systems is essential. You should be adept at handling high-pressure situations and maintaining a positive attitude. This role demands excellent interpersonal skills and the ability to foster a collaborative remote work environment. We are seeking an individual who is passionate about customer success and driven by a desire to exceed expectations. A strong understanding of customer service principles and best practices in a remote setting is crucial. If you are a natural leader with a commitment to delivering unparalleled support and are seeking a challenging yet rewarding remote career opportunity in the Kericho, Kericho, KE region, we encourage you to apply.
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5
Remote Customer Support Lead - Technical Assistance
Posted 2 days ago
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Job Description
Our client, a fast-growing technology company, is seeking an experienced and empathetic Remote Customer Support Lead to guide their customer service team. This fully remote position is crucial for ensuring exceptional customer experiences and efficient resolution of technical issues. You will lead a team of customer support representatives, provide training and coaching, handle escalated customer inquiries, and contribute to the improvement of support processes and knowledge base content. The ideal candidate possesses strong leadership skills, in-depth technical knowledge, and a passion for customer advocacy.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead, mentor, and motivate a remote team of customer support representatives to achieve performance goals.
- Handle and resolve complex customer technical issues and escalations with a high degree of professionalism and efficiency.
- Develop and implement customer support strategies and best practices for a remote-first environment.
- Train new support team members on products, services, support tools, and customer service protocols.
- Monitor customer support channels (email, chat, phone) and ensure timely and quality responses.
- Analyze customer feedback and support metrics to identify trends and areas for improvement.
- Contribute to the creation and maintenance of the customer support knowledge base and FAQs.
- Collaborate with product and engineering teams to communicate customer issues and advocate for product enhancements.
- Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
- Manage team schedules and workload distribution in a remote setting.
- Foster a positive and supportive team culture focused on customer success.
- Conduct regular team meetings and one-on-one performance reviews.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field, or equivalent practical experience.
- Minimum of 4 years of experience in customer support or technical support roles, with at least 2 years in a leadership or supervisory capacity.
- Proven experience managing and coaching remote teams.
- Strong technical aptitude and ability to understand complex products/services.
- Excellent problem-solving, analytical, and critical thinking skills.
- Exceptional communication, interpersonal, and conflict resolution skills.
- Proficiency with CRM software and customer support ticketing systems (e.g., Zendesk, Intercom).
- Experience developing and delivering training materials.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced remote environment.
- Customer-centric mindset with a passion for delivering outstanding service.
- Ability to align with team communication and operational standards relevant to Eldoret, Uasin Gishu, KE .
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6
Remote Customer Support Lead - Technical Solutions
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a motivated and experienced Remote Customer Support Lead to manage and elevate their technical support operations. In this vital role, you will lead a team of customer support representatives, ensuring the delivery of exceptional service and timely resolution of technical issues for clients. You will be responsible for developing support strategies, training team members, monitoring performance metrics, and acting as a point of escalation for complex customer inquiries. The ideal candidate has a strong background in customer service, a deep understanding of technical troubleshooting, and proven leadership capabilities in a remote environment.
Key Responsibilities:
Key Responsibilities:
- Lead, mentor, and manage a remote team of customer support specialists, fostering a positive and productive work environment.
- Develop and implement effective customer support processes and protocols to ensure efficient issue resolution.
- Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, and take corrective actions as needed.
- Provide technical assistance and guidance to team members, acting as a subject matter expert for complex product or service issues.
- Serve as a primary point of escalation for customer complaints and technical challenges, ensuring prompt and satisfactory resolution.
- Collaborate with product development and engineering teams to identify recurring issues and advocate for product improvements.
- Create and maintain a comprehensive knowledge base of support articles, FAQs, and troubleshooting guides.
- Onboard and train new customer support team members, ensuring they are equipped with the necessary skills and product knowledge.
- Analyze customer feedback and support trends to identify areas for improvement in service delivery and product usability.
- Ensure compliance with company policies and service level agreements (SLAs).
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7
Remote Lead Installation & Maintenance Technician
Posted 2 days ago
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Job Description
We are seeking a highly experienced and proactive Lead Installation and Maintenance Technician to join our dynamic, fully remote technical operations team. In this crucial role, you will provide expert remote guidance and support for the installation, maintenance, and repair of our advanced equipment and systems. This position demands a deep technical understanding, exceptional problem-solving abilities, and strong communication skills, enabling you to assist field technicians and clients effectively from a distance. You will be instrumental in ensuring optimal performance and longevity of our products through efficient remote diagnostics and troubleshooting, contributing to high levels of customer satisfaction.
Key Responsibilities:
Qualifications:
This remote role offers a significant opportunity to leverage your expertise and make a substantial impact on our technical operations. If you are a skilled technician seeking a challenging and flexible remote career, we encourage you to apply.
Key Responsibilities:
- Provide expert remote technical support for the installation and setup of complex equipment and systems.
- Diagnose and troubleshoot a wide range of technical issues reported by field technicians and customers, utilizing remote access tools and diagnostic software.
- Develop and implement remote maintenance strategies to prevent equipment failures and ensure operational efficiency.
- Guide field technicians through complex repair procedures, offering step-by-step instructions and support.
- Analyze equipment performance data and identify potential issues or areas for improvement.
- Create and update technical documentation, including installation guides, troubleshooting manuals, and maintenance procedures.
- Train and mentor junior technicians on best practices for installation and maintenance.
- Collaborate with engineering and product development teams to provide feedback on product design and performance.
- Manage technical support tickets, ensuring timely resolution and accurate documentation of all interactions.
- Stay current with new technologies, product updates, and industry best practices related to installation and maintenance.
- Prioritize and escalate critical issues to appropriate departments when necessary.
- Ensure adherence to all safety protocols and company standards during remote guidance.
Qualifications:
- Proven experience as an Installation and Maintenance Technician, with a strong track record of success.
- Extensive knowledge of mechanical, electrical, and electronic systems relevant to our products.
- Demonstrated experience in remote troubleshooting and technical support.
- Proficiency with diagnostic tools, testing equipment, and remote access software.
- Excellent analytical and problem-solving skills, with the ability to think critically under pressure.
- Exceptional communication and interpersonal skills, with the ability to convey technical information clearly and concisely.
- Strong leadership potential and experience mentoring junior team members.
- Ability to work independently and manage multiple priorities in a remote environment.
- Technical certifications or degrees in relevant fields are highly advantageous.
- Familiarity with (mention specific industry or equipment type if applicable, e.g., industrial machinery, telecommunications equipment, medical devices) is a plus.
This remote role offers a significant opportunity to leverage your expertise and make a substantial impact on our technical operations. If you are a skilled technician seeking a challenging and flexible remote career, we encourage you to apply.
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8
Remote Customer Support Team Lead
Posted 2 days ago
Job Viewed
Job Description
Our client, a leading technology company known for its innovative products and exceptional customer service, is seeking a highly motivated and experienced Remote Customer Support Team Lead. This role is crucial for guiding and empowering a remote team of customer service professionals to deliver outstanding support to our global user base. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a deep understanding of customer service best practices. This is a fully remote position, offering the flexibility to manage and inspire a team from the comfort of your home.
Responsibilities:
Responsibilities:
- Lead, mentor, and motivate a remote team of customer support representatives, fostering a positive and high-performing work environment.
- Oversee daily operations of the customer support function, ensuring efficient ticket handling, issue resolution, and customer satisfaction.
- Set performance goals and provide regular feedback, coaching, and training to team members to enhance their skills and productivity.
- Develop and implement standard operating procedures (SOPs) for customer support processes, ensuring consistency and quality of service.
- Monitor key customer service metrics (e.g., response time, resolution time, customer satisfaction scores), identify trends, and implement strategies for improvement.
- Handle escalated customer inquiries and complex issues, providing timely and effective solutions.
- Collaborate with other departments, such as product development and technical support, to address customer feedback and product issues.
- Ensure team adherence to company policies, service level agreements (SLAs), and quality standards.
- Contribute to the recruitment and onboarding of new customer support team members.
- Develop and maintain knowledge base articles and support documentation to empower customers and support agents.
- Analyze customer feedback and provide insights to management for product and service enhancements.
- Champion a customer-centric approach within the team and across the organization.
- Manage scheduling and workload distribution for the remote support team to ensure adequate coverage.
- A Bachelor's degree in Business Administration, Communications, or a related field.
- A minimum of 4 years of experience in customer service or technical support, with at least 2 years in a team lead or supervisory role.
- Proven experience managing remote teams effectively.
- Exceptional leadership, coaching, and motivational skills.
- Strong understanding of customer service principles, methodologies, and CRM systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to remain calm and professional under pressure and handle challenging customer interactions.
- Proficiency in using various communication and collaboration tools (e.g., Slack, Zoom, Microsoft Teams).
- Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
- A commitment to delivering outstanding customer experiences.
- Experience in the (mention specific industry relevant to fictional company, e.g., SaaS, e-commerce) sector is a plus.
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