2,985 Senior Customer Service And Technical Support Lead jobs in Kenya
Senior Customer Service Lead, Technical Support
Posted 9 days ago
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Job Description
We are looking for a highly motivated and experienced Senior Customer Service Lead to head our fully remote Technical Support team. In this crucial role, you will be responsible for leading a team of support specialists, ensuring exceptional customer satisfaction, and driving continuous improvement in our support operations. You will handle escalated customer issues, develop training materials for the team, and implement best practices for efficient and effective problem resolution. As a fully remote organization, we rely on advanced communication tools, robust knowledge bases, and a strong team-oriented culture to deliver outstanding service. You will work closely with product development, engineering, and sales teams to provide valuable customer feedback and identify product enhancements. This position requires strong leadership skills, deep technical understanding, and a passion for delivering superior customer experiences.
Responsibilities:
Responsibilities:
- Lead, mentor, and manage a team of remote technical support specialists.
- Oversee daily operations of the technical support department, ensuring timely and effective resolution of customer issues.
- Develop and implement strategies to improve customer satisfaction and loyalty.
- Handle complex and escalated customer technical issues, acting as a point of escalation for the team.
- Create and maintain comprehensive support documentation, FAQs, and knowledge base articles.
- Develop and deliver training programs for support staff on product features, troubleshooting techniques, and customer service best practices.
- Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
- Collaborate with engineering and product teams to provide customer feedback and drive product improvements.
- Identify trends in customer issues and propose solutions to prevent recurrence.
- Foster a positive and collaborative team environment that promotes professional growth.
- Ensure adherence to company policies and service level agreements (SLAs).
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
- Minimum of 5 years of experience in customer service or technical support, with at least 2 years in a leadership or supervisory role.
- Proven experience in managing and leading remote teams.
- Strong understanding of technical support principles and methodologies.
- Excellent troubleshooting and problem-solving skills.
- Exceptional communication, interpersonal, and active listening skills.
- Experience with customer relationship management (CRM) software and helpdesk ticketing systems.
- Ability to remain calm and professional under pressure.
- Proficiency in developing training materials and conducting staff training.
- Strong organizational and time management skills.
- A genuine commitment to providing outstanding customer service.
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Customer Service Team Lead - Technical Support
Posted 12 days ago
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Job Description
Our client is looking for a dedicated and experienced Customer Service Team Lead to manage and inspire their technical support team in a fully remote environment. This role is crucial for ensuring the delivery of exceptional customer support, resolving technical issues efficiently, and maintaining high levels of customer satisfaction. The ideal candidate will have a strong background in customer service, technical troubleshooting, and team leadership, coupled with excellent communication and problem-solving skills. You will be responsible for overseeing daily operations, coaching team members, and implementing best practices to enhance the customer experience.
Key Responsibilities:
Location: Machakos, Machakos, KE
Key Responsibilities:
- Lead, train, and mentor a remote team of customer service representatives providing technical support.
- Monitor team performance, identify areas for improvement, and implement coaching strategies.
- Handle escalated customer issues and provide expert-level technical troubleshooting.
- Develop and maintain comprehensive knowledge base articles and support documentation.
- Ensure adherence to service level agreements (SLAs) and quality standards.
- Analyze customer feedback and support trends to identify opportunities for service enhancement.
- Collaborate with other departments to resolve complex customer issues and product feedback.
- Manage team schedules and ensure adequate coverage to meet customer demand.
- Contribute to the development and implementation of customer service policies and procedures.
- Foster a positive and productive team environment that promotes collaboration and continuous learning.
Location: Machakos, Machakos, KE
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Senior Customer Service Team Lead - Technical Support
Posted 23 days ago
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Job Description
Our client, a rapidly growing tech company that provides innovative software solutions, is seeking a highly motivated and experienced Senior Customer Service Team Lead to manage their fully remote customer support team. This role is critical in ensuring exceptional customer experiences and driving customer satisfaction for our user base. You will lead, mentor, and develop a team of customer service representatives, fostering a positive and high-performance culture within a virtual environment. Your responsibilities will include overseeing daily support operations, managing ticket queues, ensuring timely resolution of customer inquiries, and analyzing support metrics to identify trends and areas for improvement. The ideal candidate will possess strong leadership capabilities, a deep understanding of customer service best practices, and excellent problem-solving skills. Experience with technical support, particularly for software products, is essential. You will be responsible for training new team members, conducting performance reviews, and implementing strategies to enhance customer retention and loyalty. This position requires outstanding communication skills, empathy, and the ability to de-escalate challenging situations effectively. You will collaborate closely with product development and sales teams to relay customer feedback and contribute to product enhancements. As a fully remote role, you will need to be a self-starter, highly organized, and adept at using virtual collaboration tools to manage your team and drive results. This is an exciting opportunity to lead a dedicated team, shape customer service strategies, and contribute to the success of a dynamic tech company from the convenience of your home office.
Responsibilities:
Responsibilities:
- Lead and manage a remote team of customer service representatives.
- Oversee daily support operations and ensure efficient ticket management.
- Provide training, coaching, and performance feedback to team members.
- Develop and implement strategies to improve customer satisfaction and retention.
- Monitor key performance indicators (KPIs) and generate regular reports.
- Handle escalated customer issues and provide timely resolutions.
- Collaborate with other departments to address customer needs and product feedback.
- Maintain a high level of product knowledge and technical expertise.
- Foster a positive and supportive team environment.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service, with at least 2 years in a leadership or supervisory role.
- Proven experience in managing remote teams.
- Strong understanding of customer service principles and best practices.
- Experience with technical support for software products is highly desirable.
- Excellent communication, interpersonal, and conflict-resolution skills.
- Proficiency in CRM software and helpdesk ticketing systems.
- Ability to analyze data and identify actionable insights.
- Self-motivated, organized, and able to thrive in a remote work environment.
This advertiser has chosen not to accept applicants from your region.
2
Remote Customer Support Lead & Technical Support Specialist
Posted 22 days ago
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Job Description
Our client is looking for a highly experienced and customer-centric Remote Customer Support Lead & Technical Support Specialist to manage and enhance their customer service operations. This vital role will involve leading a remote support team, resolving complex technical issues, and ensuring an exceptional customer experience across all touchpoints. You will be responsible for setting support standards, training team members, and acting as a point of escalation for challenging customer queries. The ideal candidate possesses a deep understanding of technical support principles, strong leadership qualities, and a passion for delivering outstanding customer service in a virtual environment.
Responsibilities:
Responsibilities:
- Lead, mentor, and manage a remote customer support team, fostering a high-performance culture.
- Develop and implement customer support policies, procedures, and best practices.
- Provide advanced technical support and troubleshooting for customer inquiries related to the company's products or services.
- Act as a primary point of escalation for complex customer issues, ensuring timely and satisfactory resolution.
- Monitor customer support metrics (e.g., response times, resolution rates, customer satisfaction) and identify areas for improvement.
- Train and onboard new customer support representatives, ensuring they are equipped with the necessary skills and knowledge.
- Develop and maintain a comprehensive knowledge base of support documentation and FAQs.
- Gather customer feedback and insights to inform product development and service improvements.
- Collaborate with other departments (e.g., product, engineering) to address customer issues and advocate for customer needs.
- Ensure consistent and high-quality customer service delivery across all communication channels (email, chat, phone).
- Manage support ticket queues and ensure efficient workflow and prioritization.
- Contribute to the development of customer self-service resources.
- Stay updated on product updates and industry best practices in customer support and technical assistance.
- Bachelor's degree in a relevant field or equivalent practical experience.
- Minimum of 5 years of experience in customer service and technical support, with at least 2 years in a leadership or lead role.
- Proven experience in resolving complex technical issues and providing advanced troubleshooting.
- Excellent leadership, coaching, and team management skills.
- Strong understanding of customer relationship management (CRM) software and helpdesk platforms.
- Exceptional communication, interpersonal, and active listening skills.
- Ability to remain calm and professional in high-pressure situations.
- Strong analytical and problem-solving abilities.
- Proficiency in using various communication and collaboration tools for remote work.
- Ability to work independently, manage time effectively, and meet performance goals in a remote setting.
- A passion for customer satisfaction and a commitment to excellence in service delivery.
This advertiser has chosen not to accept applicants from your region.
3
Remote Customer Success Lead - Technical Support
Posted 15 days ago
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Job Description
Our client is looking for a dedicated and experienced Customer Success Lead to spearhead their remote customer support operations. In this crucial role, you will be the primary point of contact for clients, ensuring they receive exceptional service and support, thereby fostering long-term relationships and maximizing customer satisfaction. You will manage a team of remote support specialists, providing guidance, training, and performance feedback. Your responsibilities will encompass troubleshooting complex technical issues, developing and implementing effective support strategies, and creating comprehensive knowledge base articles. This position demands a proactive approach to identifying potential customer pain points and developing solutions before they escalate. You will work closely with product development and sales teams to relay customer feedback and contribute to service improvements. The ideal candidate will have a proven track record in customer service management, a deep understanding of technical support processes, and excellent communication and problem-solving skills. Proficiency in CRM software and helpdesk ticketing systems is essential. This is a remote-first opportunity, requiring a highly organized and self-motivated individual who can manage their time effectively and collaborate seamlessly with colleagues across different locations. You will play a key role in shaping the customer experience and ensuring our client's reputation for outstanding service. We seek an individual who is passionate about helping customers, possesses a strong technical aptitude, and can lead by example in a virtual environment. Your ability to de-escalate challenging situations and provide clear, concise solutions will be vital. Join us and contribute to a culture of customer-centricity, driving success through exceptional support and continuous improvement, all while enjoying the benefits of a remote work lifestyle and making a tangible difference in our clients' journey.
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4
Senior Customer Service & Technical Support Lead
Posted 12 days ago
Job Viewed
Job Description
Our client is seeking an experienced and empathetic Senior Customer Service & Technical Support Lead to guide their remote support team. This fully remote role is crucial for ensuring exceptional customer experiences and efficient resolution of technical issues. You will be responsible for leading, training, and mentoring a team of customer service representatives and technical support agents, ensuring they meet and exceed service level agreements (SLAs) and customer satisfaction targets. This includes developing and implementing best practices for customer interaction, troubleshooting procedures, and escalation protocols.
Key responsibilities include handling complex customer inquiries and technical problems that require escalation, analyzing customer feedback and support data to identify trends and areas for improvement, and collaborating with product development and engineering teams to resolve recurring issues and enhance product usability. You will also be involved in creating and maintaining knowledge base articles, FAQs, and training materials for both the support team and customers.
The ideal candidate will have a strong background in customer service, technical support, and team leadership, preferably within a remote work environment. Excellent communication, problem-solving, and conflict-resolution skills are essential. You must be proficient in using customer relationship management (CRM) software and various ticketing systems. A patient and customer-centric approach is paramount. As a remote lead, you must demonstrate strong organizational skills, the ability to manage your team's performance effectively from a distance, and excellent time management to ensure all operational aspects are covered. You will be a key point of contact for critical customer issues and will play a vital role in shaping the overall customer support strategy. This is an excellent opportunity to contribute to customer loyalty and brand reputation.
Key responsibilities include handling complex customer inquiries and technical problems that require escalation, analyzing customer feedback and support data to identify trends and areas for improvement, and collaborating with product development and engineering teams to resolve recurring issues and enhance product usability. You will also be involved in creating and maintaining knowledge base articles, FAQs, and training materials for both the support team and customers.
The ideal candidate will have a strong background in customer service, technical support, and team leadership, preferably within a remote work environment. Excellent communication, problem-solving, and conflict-resolution skills are essential. You must be proficient in using customer relationship management (CRM) software and various ticketing systems. A patient and customer-centric approach is paramount. As a remote lead, you must demonstrate strong organizational skills, the ability to manage your team's performance effectively from a distance, and excellent time management to ensure all operational aspects are covered. You will be a key point of contact for critical customer issues and will play a vital role in shaping the overall customer support strategy. This is an excellent opportunity to contribute to customer loyalty and brand reputation.
This advertiser has chosen not to accept applicants from your region.
5
Senior Customer Service and Technical Support Lead
Posted 23 days ago
Job Viewed
Job Description
Our client is looking for a highly motivated and experienced Senior Customer Service and Technical Support Lead to join their fully remote team. This leadership role is crucial for ensuring exceptional customer experiences and efficient resolution of technical inquiries and issues. You will be responsible for managing a team of customer service representatives and technical support specialists, setting performance standards, and implementing best practices to enhance customer satisfaction and loyalty. Your expertise will involve developing training programs, refining support processes, and acting as a point of escalation for complex customer problems.
Key Responsibilities:
Key Responsibilities:
- Lead, mentor, and manage a remote team of customer service and technical support professionals.
- Develop and implement strategies to improve customer satisfaction, response times, and issue resolution rates.
- Establish and monitor key performance indicators (KPIs) for the support team.
- Train and onboard new team members, ensuring they are equipped with the necessary product knowledge and support skills.
- Handle escalated customer issues, providing expert guidance and timely resolution.
- Analyze customer feedback and support trends to identify areas for service improvement.
- Collaborate with other departments, such as product development and sales, to address customer needs and feedback.
- Develop and maintain comprehensive support documentation, knowledge bases, and FAQs.
- Ensure adherence to company policies and procedures in all customer interactions.
- Champion a customer-centric culture within the support team and the wider organization.
- Stay up-to-date with product updates, industry trends, and best practices in customer service and technical support.
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6
Senior Customer Experience and Technical Support Lead (Remote)
Posted 8 days ago
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Job Description
Our client is seeking an experienced and empathetic Senior Customer Experience and Technical Support Lead to manage and elevate their customer support operations. This is a fully remote position, requiring a leader who can inspire and guide a distributed team to deliver exceptional service. You will be responsible for developing and implementing best practices in customer support, defining service level agreements (SLAs), and ensuring timely and effective resolution of customer inquiries and technical issues. Your role will involve analyzing customer feedback, identifying trends, and recommending improvements to products and services. You will manage the support team's performance, conduct regular training sessions, and foster a culture of continuous learning and customer advocacy. This position requires a deep understanding of customer service principles, excellent problem-solving skills, and a strong technical aptitude to support a range of products or services. You will be the point of contact for escalated customer issues and will work to de-escalate complex situations with professionalism and efficiency. The ideal candidate will have experience in managing support ticketing systems, CRM software, and other customer service tools. Proficiency in remote collaboration tools and a proven ability to lead and motivate a team virtually are essential. You will contribute to the development of knowledge base articles, FAQs, and support documentation. This role is critical in shaping the customer's perception of our client and ensuring long-term loyalty. You will play a key role in customer retention and satisfaction. This is a fantastic opportunity to lead a vital function in a growing organization from a remote setting. The role is associated with **Kisumu, Kisumu, KE**, but is performed remotely.
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7
Customer Service and Technical Support Lead
Posted 3 days ago
Job Viewed
Job Description
Our client is seeking an experienced and customer-focused Customer Service and Technical Support Lead to manage their support operations. This role involves a hybrid work arrangement, combining remote flexibility with some in-office collaboration. You will be responsible for leading a team of customer service representatives and technical support agents, ensuring high levels of customer satisfaction and efficient issue resolution. Your ability to provide exceptional support will be key to retaining our valued customers. This role requires a presence in **Mlolongo, Machakos, KE**, for scheduled in-office days, while offering the flexibility of remote work for other days. You will oversee daily support operations, including managing ticket queues, ensuring timely responses, and adhering to service level agreements (SLAs). Train, coach, and mentor support staff to enhance their skills and performance. Develop and implement customer service policies and procedures to improve the overall customer experience. Act as a point of escalation for complex customer issues, providing expert solutions. Monitor customer feedback and identify trends to drive service improvements. Collaborate with product and engineering teams to relay customer feedback and advocate for product enhancements. Prepare performance reports and analyze key customer service metrics. Ensure the team is equipped with the necessary knowledge and tools to provide effective support. Foster a positive and supportive team culture. The ideal candidate will have a Bachelor's degree in a relevant field or equivalent practical experience. A minimum of 4 years of experience in customer service or technical support, with at least 1-2 years in a leadership or supervisory role. Proven experience managing and motivating a support team. Strong understanding of customer relationship management (CRM) systems and ticketing platforms. Excellent problem-solving, communication, and interpersonal skills. Ability to handle challenging customer interactions with professionalism and empathy. Experience in (Specific Industry/Product relevant to the company) is a plus. This hybrid role demands excellent organizational skills and the ability to balance remote work with essential in-office collaboration to ensure seamless support operations.
Key Responsibilities:
Key Responsibilities:
- Leading and managing a customer support team.
- Resolving escalated customer issues.
- Training and coaching support staff.
- Developing customer service best practices.
- Monitoring and reporting on support performance.
This advertiser has chosen not to accept applicants from your region.
8
Remote Senior Customer Service & Technical Support Lead
Posted 6 days ago
Job Viewed
Job Description
A globally recognized technology provider is looking for an experienced and empathetic Remote Senior Customer Service & Technical Support Lead to manage and enhance their customer support operations. This is a fully remote role, allowing you to lead and inspire a distributed team from your home office. You will be responsible for overseeing daily customer service operations, developing and implementing support strategies, and ensuring the highest levels of customer satisfaction. Key duties include training and mentoring a team of support agents, managing escalations, and identifying trends to improve service delivery. The ideal candidate will possess a Bachelor's degree in Business Administration, Communications, or a related field, with significant experience in customer service management and technical support, preferably in a remote setting. Proven leadership skills, exceptional problem-solving abilities, and strong interpersonal communication are crucial. You must be proficient in utilizing CRM systems, helpdesk software, and virtual collaboration tools. Experience in developing support documentation, knowledge bases, and customer training materials is highly valued. We are seeking a proactive, customer-centric individual who can drive efficiency, foster a positive team environment, and ensure timely and effective resolution of customer inquiries and technical issues. Your ability to analyze support metrics, implement process improvements, and maintain service level agreements will be critical. This is an outstanding opportunity to leverage your leadership and customer support expertise within a flexible, remote work environment, making a significant impact on customer loyalty and operational excellence.
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