2,985 Senior Customer Service Technical Support Lead Remote jobs in Kenya
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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Senior Customer Service & Helpdesk Lead - Remote Technical Support Manager
Posted 23 days ago
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Job Description
Our client, a fast-growing technology solutions provider, is seeking a highly skilled and motivated Senior Customer Service & Helpdesk Lead to manage their remote support operations. This is a fully remote position, allowing you to lead from anywhere. The ideal candidate will be responsible for ensuring exceptional customer support experiences, managing a team of helpdesk professionals, and optimizing support processes for efficiency and effectiveness. Your role will involve handling escalated customer issues, providing technical guidance, and developing comprehensive training materials for the support team. You will play a crucial part in maintaining high levels of customer satisfaction, reducing ticket resolution times, and ensuring adherence to service level agreements (SLAs). We are looking for an individual with a strong technical aptitude, excellent problem-solving skills, and a deep understanding of customer service best practices. The ability to analyze support metrics, identify trends, and implement continuous improvement initiatives will be key. You will work closely with product development and engineering teams to provide feedback on customer issues and contribute to product enhancements. This is an excellent opportunity to lead a remote support team, shape customer service strategies, and make a tangible impact on customer retention and loyalty. The successful candidate will possess outstanding communication and leadership skills, with the ability to motivate and inspire a distributed team. Proficiency in helpdesk software, CRM systems, and various troubleshooting methodologies is essential. We are committed to fostering a collaborative and supportive remote work culture where team members can thrive. Your dedication to customer advocacy and your strategic approach to support management will be vital in upholding the company's reputation for excellent service. This position offers a chance to grow your career in a dynamic, customer-focused environment.
Responsibilities:
Responsibilities:
- Lead and manage a remote team of customer service and helpdesk representatives.
- Oversee the resolution of escalated customer technical issues and inquiries.
- Develop and implement customer support policies and procedures.
- Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.
- Train and mentor helpdesk staff on technical issues and customer service best practices.
- Maintain and improve knowledge base articles and troubleshooting guides.
- Collaborate with engineering and product teams to address recurring issues.
- Ensure adherence to service level agreements (SLAs).
- Analyze support data to identify trends and recommend process improvements.
- Manage helpdesk software and tools to optimize efficiency.
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
- Minimum of 5 years of experience in customer service and technical support, with at least 2 years in a leadership role.
- Proven experience managing remote support teams.
- Strong technical troubleshooting skills across various hardware and software platforms.
- Excellent understanding of helpdesk ticketing systems (e.g., Zendesk, Jira Service Desk).
- Proficiency in CRM systems and customer service methodologies.
- Strong analytical and problem-solving skills.
- Exceptional communication, interpersonal, and leadership abilities.
- Ability to work independently and manage priorities effectively in a remote setting.
- ITIL certification is a plus.
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Senior Customer Service & Technical Support Lead (Remote)
Posted 21 days ago
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Job Description
Our client, a fast-growing tech company, is looking for a motivated and experienced Senior Customer Service & Technical Support Lead to manage their fully remote support operations. This position is crucial for ensuring exceptional customer satisfaction and efficient resolution of technical inquiries. You will lead a team of remote support agents, develop support strategies, and continuously improve customer service processes. The ideal candidate possesses a strong background in customer service management, technical support, and team leadership, with a proven ability to handle complex issues and drive team performance. You will be responsible for training, coaching, and motivating the support team, as well as analyzing customer feedback to identify areas for improvement. This role demands excellent communication, problem-solving, and organizational skills to excel in a remote environment. Responsibilities include:
- Leading, mentoring, and managing a remote team of customer service and technical support representatives.
- Developing and implementing best practices for customer service and technical support.
- Monitoring support queue performance and ensuring timely and accurate issue resolution.
- Handling escalated customer issues and providing expert-level troubleshooting.
- Training new team members and conducting ongoing performance coaching.
- Analyzing customer feedback, support metrics, and KPIs to identify trends and areas for improvement.
- Contributing to the development of knowledge base articles and support documentation.
- Collaborating with product and engineering teams to resolve complex technical issues.
- Ensuring a high level of customer satisfaction and loyalty.
- Reporting on team performance and support operations to senior management.
- Bachelor's degree in Business Administration, Information Technology, or a related field.
- 5+ years of experience in customer service and technical support, with at least 2 years in a leadership role.
- Proven experience managing remote customer support teams.
- Strong understanding of customer service principles and best practices.
- Excellent technical troubleshooting skills and ability to understand complex products/services.
- Proficiency in customer support software (e.g., Zendesk, Salesforce Service Cloud) and CRM systems.
- Exceptional communication, interpersonal, and problem-solving skills.
- Ability to motivate and lead a team effectively in a remote setting.
- Strong organizational skills and attention to detail.
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Technical Support Lead (Remote)
Posted 20 days ago
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Job Description
Our client is seeking a motivated and experienced Technical Support Lead to manage and guide their remote customer support team. This role is critical for ensuring that technical issues are resolved efficiently and effectively, maintaining high levels of customer satisfaction. You will be responsible for leading a team of support specialists, handling complex technical inquiries, developing support processes, and ensuring the quality of service provided. The ideal candidate will possess strong technical acumen, excellent leadership abilities, and a proven history of success in technical support environments. This is a remote-first position, requiring robust self-management skills, strong communication, and the ability to mentor and support a distributed team. You will play a key role in shaping the customer support experience.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead, train, and mentor a team of remote technical support specialists.
- Manage incoming support tickets, ensuring timely and accurate resolution of customer issues.
- Handle escalated technical problems that require advanced troubleshooting expertise.
- Develop and implement standard operating procedures for the technical support function.
- Monitor team performance and key metrics, identifying areas for improvement.
- Collaborate with engineering and product teams to resolve complex bugs and technical issues.
- Create and maintain technical documentation, FAQs, and troubleshooting guides.
- Ensure adherence to service level agreements (SLAs) and quality standards.
- Gather customer feedback and provide insights to improve products and services.
- Foster a positive and customer-centric team culture.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field; or equivalent work experience.
- Minimum of 5 years of experience in technical support, with at least 2 years in a leadership or supervisory role.
- Proven experience in managing remote teams and operations.
- Strong technical knowledge of software, hardware, and networking concepts.
- Excellent problem-solving, analytical, and troubleshooting skills.
- Proficiency in using helpdesk software and ticketing systems.
- Exceptional communication, interpersonal, and customer service skills.
- Ability to effectively train and mentor team members.
- Strong organizational and time management skills.
- Adaptability and ability to thrive in a fast-paced, remote environment.
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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 Technical Support Lead (Remote)
Posted 23 days ago
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Job Description
Our client is seeking a highly skilled and experienced Senior Technical Support Lead to manage their global remote technical support team. This critical role involves leading a team of support engineers in resolving complex technical issues for customers, ensuring high levels of customer satisfaction and operational efficiency. As a fully remote position, you will leverage advanced communication and collaboration platforms to provide guidance, mentorship, and technical expertise to your team, as well as work closely with product development and customer success departments. The ideal candidate possesses a strong technical background, exceptional problem-solving skills, proven leadership experience, and a commitment to delivering outstanding customer service in a remote-first environment.
Responsibilities:
Responsibilities:
- Lead, mentor, and manage a team of remote technical support engineers.
- Oversee the resolution of escalated customer technical issues, ensuring timely and effective solutions.
- Develop and implement support processes and best practices to enhance efficiency and customer satisfaction.
- Monitor support ticket queues, team performance metrics, and identify areas for improvement.
- Train and onboard new support team members, providing ongoing coaching and development.
- Collaborate with engineering and product teams to identify and address root causes of recurring issues.
- Create and maintain technical documentation, knowledge base articles, and troubleshooting guides.
- Act as a primary point of escalation for complex customer problems.
- Contribute to the development of support tools and technologies.
- Ensure adherence to service level agreements (SLAs) and customer support quality standards.
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- Minimum of 7 years of experience in technical support or a related IT role, with at least 3 years in a leadership or supervisory capacity.
- Proven experience managing and leading remote technical support teams.
- Deep understanding of IT infrastructure, operating systems, networking, and common software applications.
- Strong troubleshooting and problem-solving skills across diverse technical environments.
- 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 setting.
- Familiarity with cloud technologies (AWS, Azure) is a plus.
- Demonstrated ability to remain calm and effective under pressure.
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5
Senior Technical Support Lead - Remote Helpdesk
Posted 5 days ago
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Job Description
Our client is seeking a highly skilled and experienced Senior Technical Support Lead to manage their fully remote customer service and helpdesk operations. This role is critical in ensuring timely and effective resolution of technical issues for our global customer base. You will be responsible for leading a team of remote support specialists, developing support processes, monitoring service level agreements (SLAs), and contributing to the continuous improvement of our technical support framework. The ideal candidate possesses deep knowledge of IT systems, excellent problem-solving skills, and outstanding leadership capabilities. You must be adept at using remote support tools, ticketing systems, and communication platforms to manage a high-performing, distributed team. This is an exciting opportunity to drive customer satisfaction and technical excellence from anywhere, supporting a broad range of clients, with implications for users located near **Thika, Kiambu, KE**. Responsibilities:
- Lead, manage, and mentor a team of remote technical support specialists, fostering a collaborative and high-performance culture.
- Oversee the daily operations of the helpdesk, ensuring prompt and efficient resolution of customer technical issues via phone, email, and chat.
- Develop, implement, and refine technical support processes, knowledge base articles, and troubleshooting guides.
- Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction (CSAT), and implement strategies for improvement.
- Ensure adherence to service level agreements (SLAs) and service delivery standards.
- Act as a point of escalation for complex technical issues, providing advanced troubleshooting and problem-solving expertise.
- Collaborate with IT, development, and product teams to identify root causes of recurring issues and implement permanent solutions.
- Manage and optimize the use of helpdesk software and remote support tools.
- Conduct regular performance reviews and provide ongoing coaching and development for support team members.
- Contribute to the development and implementation of new support initiatives and customer service strategies.
- Stay up-to-date with emerging technologies and best practices in technical support and customer service.
- Bachelor's degree in Computer Science, Information Technology, or a related technical field.
- Minimum of 6 years of experience in technical support or IT helpdesk roles, with at least 2 years in a leadership or supervisory capacity.
- Proven experience managing and leading remote support teams.
- In-depth knowledge of operating systems (Windows, macOS, Linux), hardware, software applications, and networking concepts.
- Proficiency with helpdesk ticketing systems (e.g., Zendesk, ServiceNow, Jira Service Management) and remote access tools.
- Strong understanding of ITIL best practices for service management.
- Excellent analytical, problem-solving, and critical thinking skills.
- Exceptional communication, active listening, and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users in a remote setting.
- Demonstrated ability to work independently, manage priorities, and maintain high productivity in a remote environment.
- Experience with cybersecurity principles and best practices is a plus.
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6
Technical Support Lead - Remote Operations
Posted 23 days ago
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Job Description
Our client is seeking an experienced and highly motivated Technical Support Lead to manage and elevate their remote customer service operations. In this pivotal role, you will lead a team of dedicated support specialists, ensuring the delivery of exceptional technical assistance to our diverse customer base. As a fully remote-first organization, we rely on seamless virtual collaboration and strong leadership to maintain our high standards of service. You will be responsible for overseeing daily support activities, troubleshooting complex technical issues, mentoring team members, and implementing strategies to enhance customer satisfaction and resolution times. The ideal candidate possesses a deep understanding of technical support best practices, strong leadership capabilities, and a proven ability to manage a remote team effectively. Your responsibilities will include training new hires, developing support documentation, monitoring team performance, and acting as an escalation point for critical customer issues. We are looking for a proactive individual who can identify trends, suggest process improvements, and contribute to the overall growth and success of the support department. This is an outstanding opportunity for a seasoned support professional who thrives in a virtual environment and is passionate about empowering their team and delighting customers. Your ability to foster a positive team culture, drive efficiency, and ensure consistent quality of service will be key. We value individuals who are empathetic, detail-oriented, and committed to continuous learning and improvement.
Key Responsibilities:
Key Responsibilities:
- Lead, mentor, and manage a team of remote technical support specialists.
- Oversee daily operations, ensuring efficient and effective customer support delivery.
- Handle escalated customer technical issues, providing expert resolution.
- Develop and implement support strategies to improve response and resolution times.
- Create and maintain comprehensive knowledge base articles and training materials.
- Monitor team performance, provide regular feedback, and conduct performance reviews.
- Identify trends in customer issues and collaborate with other departments to address root causes.
- Onboard and train new support team members.
- Champion customer satisfaction and ensure adherence to service level agreements (SLAs).
- Contribute to the continuous improvement of support processes and tools.
- Foster a positive and collaborative team environment within a remote setting.
- Proven experience in a technical support role, with at least two years in a leadership or supervisory capacity.
- Demonstrated ability to manage and motivate a remote team.
- Strong technical aptitude and troubleshooting skills across various platforms/software.
- Excellent communication, interpersonal, and problem-solving abilities.
- Proficiency in using CRM systems and helpdesk software.
- Experience in developing training materials and knowledge bases.
- Ability to work independently and manage priorities effectively in a virtual environment.
- A customer-centric mindset with a passion for service excellence.
- Bachelor's degree in a relevant field or equivalent practical experience.
- Experience with (specific technologies, e.g., cloud services, SaaS platforms) is a plus.
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7
Lead Remote Technical Support Engineer
Posted 12 days ago
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Job Description
Our client, a fast-growing technology solutions provider, is seeking a highly experienced Lead Remote Technical Support Engineer to manage and enhance their remote technical support operations. This critical, fully remote role involves leading a team of support professionals, developing advanced troubleshooting strategies, and ensuring the highest levels of service delivery for a diverse client base. You will be at the forefront of diagnosing and resolving complex technical issues, contributing to the continuous improvement of support processes, and acting as a key liaison between clients and internal technical teams. As a company committed to a remote-first culture, we leverage sophisticated collaboration tools and processes to ensure our distributed team operates with maximum efficiency and effectiveness.
Key Responsibilities:
Key Responsibilities:
- Lead, mentor, and manage a team of remote technical support engineers.
- Develop and implement advanced troubleshooting procedures for complex technical problems.
- Oversee the resolution of critical customer issues, ensuring timely and satisfactory outcomes.
- Analyze support trends and identify areas for service improvement and automation.
- Create and maintain comprehensive technical documentation and knowledge base articles.
- Collaborate with engineering and product teams to provide feedback on product issues and enhancements.
- Define and monitor key performance indicators (KPIs) for the support team.
- Conduct regular performance reviews and provide coaching to team members.
- Ensure adherence to service level agreements (SLAs) and customer satisfaction goals.
- Champion best practices in remote technical support and team collaboration.
- Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in technical support, with at least 2 years in a lead or supervisory role.
- Proven expertise in troubleshooting hardware, software, and network issues.
- Experience managing and motivating remote teams.
- Strong understanding of ITIL principles and best practices.
- Proficiency with ticketing systems (e.g., ServiceNow, Jira Service Management) and remote support tools.
- Excellent analytical, problem-solving, and decision-making skills.
- Exceptional verbal and written communication skills for clear virtual communication.
- Ability to work independently and manage priorities effectively in a remote environment.
- Relevant certifications (e.g., CompTIA A+, Network+, CCNA) are a plus.
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8
Lead Remote Technical Support Engineer (Installation & Maintenance)
Posted 21 days ago
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Job Description
Our client is looking for a Lead Remote Technical Support Engineer to oversee and manage a team dedicated to the installation and maintenance of complex systems. This is a fully remote position, offering the flexibility to work from anywhere. You will be the primary point of contact for escalated technical issues, providing advanced troubleshooting and resolution for a variety of equipment and software. Your responsibilities will include developing and documenting standard operating procedures for remote support, training junior technicians, and ensuring timely and effective resolution of all client-reported problems. You will also play a crucial role in analyzing support data to identify recurring issues and implement preventative measures. This involves collaborating with engineering and product teams to provide feedback on product design and reliability, aiming to improve the overall installation and maintenance experience. The ideal candidate possesses deep technical knowledge in the relevant installation and maintenance domains, coupled with exceptional problem-solving and communication skills. You must be adept at guiding clients and team members through complex technical procedures remotely. Experience in team leadership and project management is essential. You will be responsible for monitoring team performance, conducting regular performance reviews, and fostering a collaborative and supportive remote work environment. This role demands a proactive approach to identifying potential system failures and developing proactive maintenance strategies. We expect a strong understanding of diagnostic tools and techniques, as well as the ability to quickly learn and master new technologies. The successful candidate will be a self-starter, capable of managing their workload efficiently and prioritizing tasks effectively in a fast-paced, remote setting. Your leadership will be key in maintaining high standards of technical support and customer satisfaction for our client's installed base of equipment and systems, ensuring operational uptime and longevity through expert remote guidance and proactive intervention.
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