491 Senior Customer Support Lead jobs in Nairobi

Program Assistant - Administrative & Client Support
Job #: req34370

Organization: IFC

Sector: Administration/Office Support

Grade: GC

Term Duration: 3 years 0 months

Recruitment Type: Local Recruitment

Location: Nairobi,Kenya

Required Language(s): English

Preferred Language(s)
Closing Date: 10/1/2025 (MM/DD/YYY) at 11:59pm UTC

Description
Build a career with impact. Working at the World Bank Group (WBG) provides a unique opportunity to help countries solve their greatest development challenges. As one of the largest sources of funding and knowledge for developing countries, the WBG is a unique partnership of five global institutions dedicated to ending poverty, increasing shared prosperity, and promoting sustainable development. With 189 member countries and more than 120 offices worldwide, the WBG works with public and private sector partners, investing in groundbreaking projects and using data, research, and technology to develop solutions to the most urgent global challenges.

The International Finance Corporation (IFC), a member of the World Bank Group, is the largest global development institution focused on the private sector in emerging markets. We work in more than 100 countries, using our capital, expertise, and influence to create markets and opportunities in developing countries. In fiscal year 2025, IFC committed a record $71.7 billion to private companies and financial institutions in developing countries, leveraging private sector solutions, and mobilizing private capital to create a world free of poverty on a livable planet. For more information, visit .

IFC is seeking to recruit a dynamic, motivated, and organized Program Assistant to provide effective and efficient administrative support to IFC Industry and Advisory Teams. This role will contribute to the effective operation and administrative coordination of the office.

The positions are based in Nairobi, Kenya.

Role And Responsibilities
Key roles and responsibilities include the following:

• Provides quality control of internal and external documents; reviews documents for accuracy and adherence with IFC and World Bank guidelines and procedures;
• Assists staff for the drafting, editing, formatting, and production of documents and correspondence.
• Coordinates schedules taking priority into account, monitors changes, and communicates the information to staff inside and outside the immediate work unit, including officials outside the bank;
• Solves non-routine problems (e.g. responds to requests requiring research to address query at hand, etc);
• Assists in preparation of conferences, seminars, workshops, analyze budgetary scope, build a database of participants and draft event reports, etc.;
• Maintains current distribution lists, phone/addresses list of project/product contacts, and distributes documents for relevant task teams to the main data;
• Maintains up-to-date work unit project and other files (both paper and electronic);
• Corresponds with vendors to solicit price quotes for supplies and make hotel reservations in accordance with World Bank Group policy;
• Manages logistics requests for the visiting missions of the units;
• Collaborates with other team members and contributes productively to the team's work and output Fully involves others in the work of the team;
• Handles bookings for business travels; obtains tickets from the travel agency, requests visas for staff;
• Provide primary assistance to the Finance officer including specialized support accounting and SAP related operations;
• Assist with any other administrative matters in the Central Africa sub-region or corporate initiatives;
• Back-up other ACS in the office and in the region when needed.

Selection Criteria

Note:
Only applicants who are nationals, legal residents, or otherwise have legal presence in the duty station independent of any employer, and who are authorized to work in the duty station, will be considered.

• Minimum of bachelors' degree with a minimum of 5 years relevant work experience in similar role, preferably in a large international organization;
• Excellent organizational and administrative skills. Demonstrated ability to organize, prioritize, schedule, plan and coordinate work and other activities internally and externally;
• Strong attention to detail and to maintaining high quality standards;
• Proven ability to create and work in a team-oriented, multi-cultural environment, to perform effectively in a constantly changing environment with competing activities and demands, and to effectively serve as a team member;
• Demonstrated ability to organize and implement projects and tasks, set priorities, coordinate and monitor assignments to maximize efficiency and quality;
• Effective analytical, research and problem-solving skills and ability to work independently and make judgments and decisions with minimal supervision;
• Strong communication skills in English and French (verbal and written), including ability to draft, proofread and edit correspondence;
• Demonstrated ability to respond and deal effectively with diverse situations which require good judgment, tact, diplomacy and confidentiality;
• Good computer skills; proficiency with various software technologies such as MS Office, Outlook, OneDrive and other standard office productivity software. Ability to learn quickly new software applications.

WBG Culture Attributes

• Sense of urgency: Anticipate and quickly respond to the needs of internal and external stakeholders.
• Thoughtful risk-taking: Challenge the status quo and push boundaries to achieve greater impact.
• Empowerment and accountability: Empower yourself and others to act and hold each other accountable for results.

World Bank Group Core Competencies

The World Bank Group offers comprehensive benefits, including a retirement plan; medical, life and disability insurance; and paid leave, including parental leave, as well as reasonable accommodations for individuals with disabilities.

We are proud to be an equal opportunity and inclusive employer with a dedicated and committed workforce, and do not discriminate based on gender, gender identity, religion, race, ethnicity, sexual orientation, or disability.

Learn more about working at the
World Bank
and
IFC
, including our values and inspiring stories.

• Lead and mentor a team of customer support specialists.
• Oversee daily support operations and ensure timely resolution of customer inquiries.
• Handle escalated customer issues and provide advanced troubleshooting.
• Monitor team performance metrics and set performance goals.
• Develop and deliver training programs for new and existing support agents.
• Create and maintain customer support documentation and knowledge base articles.
• Identify customer needs and trends, providing feedback to relevant departments.
• Ensure adherence to company policies and customer service standards.
• Collaborate with cross-functional teams to resolve customer issues.
• Contribute to process improvements for customer support operations.
• Maintain a positive and professional demeanor in all customer interactions.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• 3+ years of experience in customer support roles, with at least 1 year in a lead or supervisory capacity.
• Proven experience in managing a customer support team, preferably in a remote setting.
• Excellent communication, interpersonal, and active listening skills.
• Strong problem-solving and analytical abilities.
• Proficiency in CRM software and helpdesk ticketing systems.
• Ability to remain calm and effective under pressure.
• Knowledge of customer service best practices and principles.
• Experience in troubleshooting technical issues.
• Strong organizational and time management skills.

• Lead, train, and mentor a remote team of customer support representatives.
• Oversee daily customer support operations, ensuring timely and effective resolution of customer issues across various channels (email, chat, phone).
• Develop and implement customer service policies and procedures to enhance customer satisfaction and loyalty.
• Monitor key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores, and take action to improve performance.
• Handle escalated customer complaints and complex inquiries with professionalism and efficiency.
• Identify recurring customer issues and provide feedback to product and engineering teams for product improvement.
• Create and maintain comprehensive knowledge base articles and support documentation.
• Conduct regular team meetings and performance reviews for remote support staff.
• Ensure adherence to company standards and service level agreements (SLAs).
• Analyze customer feedback and trends to identify areas for service improvement and training.
• Contribute to the selection and implementation of customer support technologies.

• Minimum of 5 years of experience in customer service or a related role, with at least 2 years in a supervisory or lead capacity.
• Proven experience managing a remote customer support team.
• Excellent communication, interpersonal, and active listening skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency with customer relationship management (CRM) software and helpdesk platforms (e.g., Zendesk, Salesforce Service Cloud).
• Ability to train and motivate team members effectively in a remote environment.
• Experience in developing and implementing customer service policies and procedures.
• Strong organizational skills and the ability to manage multiple priorities.
• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
• A patient, empathetic, and customer-centric approach.

• Leading, coaching, and mentoring a remote helpdesk support team.
• Developing and implementing comprehensive customer support policies and procedures.
• Managing the daily operations of the helpdesk, ensuring timely and effective issue resolution.
• Monitoring and analyzing support metrics to identify areas for improvement.
• Ensuring adherence to service level agreements (SLAs).
• Collaborating with other departments to resolve complex customer issues.
• Managing the helpdesk ticketing system and associated tools.
• Developing training materials and conducting training for support staff.
• Gathering customer feedback and implementing improvements.
• Maintaining a high level of customer satisfaction.

About us:

Network International is the largest Financial Technology company in the Middle East and Africa. Payments is our core business where we provide services in more than 50 countries – UAE, Jordan, South Africa, Egypt are some of our key markets. Apart from payments, we provide services on Data and Insights, Lending, Insurance, Risk Solutions, etc. Our core customers are businesses at every scale and segment, though recently we have been growing in the direct-to-consumer card segment as well.

Our EVP:

At Network International, every second counts. As a leader in the fast-paced world of financial services, we thrive on innovation, agility, and the relentless pursuit of excellence.

We recognize industry trends, the dual nature of technological advancements, and the scarcity of top talent. This is why we prioritize investing in our people.

Here, you'll work alongside industry experts to solve complex problems and leverage cutting-edge technology to stay ahead of the competition.

We offer a culture where your skills are valued, your growth is prioritized, and your achievements are recognized—because winning isn't just our goal; it's our standard.

About the Job
:

The Lead Desktop Support Engineer will oversee and elevate our desktop support operations within our organization. The ideal candidate should possess strong leadership skills, technical expertise, and a customer-centric approach to deliver exceptional support services to our internal stakeholders. As the Lead Desktop Support Engineer, you will lead a team of desktop support engineers, manage escalated technical issues, and drive continuous improvement initiatives to optimize our desktop environment's performance and reliability.

Responsibilities:

• Lead and mentor a team of desktop support engineers, providing guidance, training, and performance feedback to ensure high-quality service delivery.
• Serve as the primary point of contact for escalated technical issues, complex troubleshooting scenarios, and critical incidents related to desktop systems, hardware, and software.
• Collaborate with cross-functional teams, including IT infrastructure, security, and application support, to address desktop-related issues and enhance system integrations and compatibility.
• Develop and implement desktop support policies, procedures, and best practices to streamline operations, improve service levels, and ensure compliance with regulatory requirements.
• Manage desktop hardware and software procurement, inventory, and lifecycle management processes, including vendor selection, licensing, and asset tracking.
• Evaluate and recommend desktop technologies, tools, and solutions to enhance user experience, productivity, and security in alignment with business objectives and industry trends.
• Conduct regular performance monitoring, capacity planning, and optimization of desktop infrastructure components, such as operating systems, endpoint security solutions, and productivity applications.
• Lead desktop deployment projects, upgrades, and migrations, coordinating with stakeholders to minimize disruptions and ensure successful implementation within defined timelines and budget constraints.
• Collaborate with the IT service desk to develop and maintain knowledge base articles, user guides, and training materials to empower end-users and promote self-service capabilities.
• Participate in IT governance meetings and incident response teams to represent desktop support interests and contribute to strategic decision-making processes.
• Any other duties as assigned by line manager.

Qualifications:

• Bachelor's degree in information technology, Computer Science, or a related field.
• 5+ years of experience in desktop support roles, including at least 2 years in a leadership or supervisory capacity, preferably in a fintech or financial services environment.
• Expertise in deploying, configuring, and troubleshooting desktop operating systems (Windows, macOS) and productivity software (Microsoft Office 365, collaboration tools).
• In-depth knowledge of desktop hardware components, peripherals, and enterprise-class endpoint management solutions (e.g. Intune).
• Familiarity with regulatory compliance requirements, security standards, and data protection practices relevant to the financial industry (e.g., PCI DSS, GDPR).
• Strong project management skills with experience leading desktop deployment, upgrade, and migration projects from inception to completion.
• Excellent communication, interpersonal, and leadership skills with the ability to collaborate effectively with technical and non-technical stakeholders at all levels of the organization.
• Proven ability to analyze complex technical issues, develop innovative solutions, and implement process improvements to enhance service delivery and operational efficiency.
• Industry certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), ITIL Foundation, or equivalent are highly desirable.
• Flexibility to work outside of regular business hours as needed for critical incidents, project deployments, or system maintenance activities.

• Providing remote technical support and troubleshooting for field service engineers.
• Diagnosing and resolving complex installation and maintenance issues for industrial equipment.
• Leading and mentoring a team of field service technicians, offering guidance and technical expertise.
• Developing and updating remote diagnostic procedures and best practices.
• Creating technical documentation, including manuals and troubleshooting guides.
• Coordinating with engineering and product development teams to address recurring technical issues.
• Ensuring compliance with safety regulations and quality standards during installations and maintenance.
• Managing spare parts inventory and ensuring timely delivery to service sites.
• Analyzing service reports to identify trends and areas for process improvement.
• Conducting remote training sessions for field engineers on new equipment and troubleshooting techniques.

• Bachelor's degree in Mechanical Engineering, Electrical Engineering, or a related technical field.
• Minimum of 7 years of experience in field service, installation, and maintenance of complex industrial equipment.
• Proven experience in a leadership or supervisory role, managing technical teams.
• Strong diagnostic and problem-solving skills with a proven ability to troubleshoot complex electromechanical systems.
• Excellent understanding of industrial machinery, control systems, and associated technologies.
• Proficiency in using diagnostic tools and software.
• Exceptional communication, interpersonal, and customer service skills.
• Ability to effectively manage and guide remote teams.
• Willingness to travel occasionally for critical on-site support if required (though the role is primarily remote).

• Lead and manage a remote team of e-commerce customer service representatives.
• Develop and implement customer service policies, procedures, and quality standards.
• Provide training and ongoing coaching to customer service agents.
• Monitor customer service performance metrics (e.g., response time, resolution rate, customer satisfaction scores).
• Handle escalated customer inquiries and resolve complex issues efficiently.
• Ensure timely and accurate responses to customer inquiries via email, chat, phone, and social media.
• Analyze customer feedback and identify areas for service improvement.
• Collaborate with other departments (sales, marketing, logistics) to ensure a seamless customer experience.
• Maintain a comprehensive understanding of company products and services.
• Develop strategies to enhance customer loyalty and retention.
• Manage customer service software and tools effectively.
• Prepare regular reports on customer service performance and insights.
• Stay updated on e-commerce best practices and customer service trends.
• Foster a positive and supportive team environment for remote staff.
• Act as a brand ambassador, embodying company values in all interactions.

• Proven experience in a customer service leadership role, preferably in e-commerce.
• Demonstrated ability to manage and motivate remote teams.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong understanding of e-commerce operations and online customer behavior.
• Proficiency in customer relationship management (CRM) software and ticketing systems.
• Ability to analyze data and generate actionable insights.
• Customer-centric mindset with a passion for delivering exceptional service.
• Experience in training and performance management.
• Bachelor's degree in Business, Communications, or a related field is preferred.
• Ability to work independently and prioritize tasks effectively in a remote setting.