What Jobs are available for Senior Customer Support Team Lead in Eldoret?
Showing 503 Senior Customer Support Team Lead jobs in Eldoret
Customer Service Team Lead - Technical Support
Posted 2 days ago
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Job Description
Our client, a rapidly growing technology company, is seeking a motivated and experienced Customer Service Team Lead to manage their fully remote technical support team. This role is pivotal in ensuring exceptional customer satisfaction by leading a team of support specialists in resolving technical issues efficiently and effectively. The Team Lead will be responsible for supervising daily operations, providing guidance and training to team members, and handling escalated customer inquiries. You will monitor team performance, implement quality assurance measures, and contribute to the development of support processes and documentation. Key responsibilities include coaching and mentoring customer service representatives, setting performance targets, and fostering a positive and productive team environment. The ideal candidate will have a proven track record in customer service management, preferably within a technical support setting. Strong leadership, communication, and problem-solving skills are essential. You should be adept at de-escalating challenging customer situations and possess a deep understanding of customer service best practices. Proficiency in using CRM software and helpdesk ticketing systems is required. A passion for technology and a commitment to delivering outstanding customer experiences are paramount. This fully remote position offers the flexibility to work from home while leading a high-performing team. Join us in shaping the customer support experience for a leading technology firm, ensuring our clients receive prompt, accurate, and friendly assistance. You will be instrumental in maintaining high standards of service and driving customer loyalty through effective team leadership.
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Senior Customer Support Team Lead - Technical Solutions
Posted 2 days ago
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Job Description
Our client, a rapidly growing technology company, is looking for a highly motivated and experienced Senior Customer Support Team Lead to manage and elevate their customer service operations. This is a fully remote position, offering the flexibility to lead your team from anywhere. The ideal candidate will have a proven track record in customer support, technical troubleshooting, and team leadership within a high-volume environment. You will be responsible for guiding a team of customer support specialists, ensuring the delivery of exceptional service, and resolving complex technical issues for our client's diverse customer base. Key responsibilities include training, coaching, and mentoring support staff, developing and implementing effective customer support strategies, and monitoring key performance indicators (KPIs) to drive continuous improvement. You will also be involved in escalating and resolving customer complaints, analyzing support trends to identify product improvements, and collaborating with product and engineering teams to address recurring issues. A deep understanding of CRM systems and customer support platforms (e.g., Zendesk, Salesforce Service Cloud) is essential, along with strong analytical and problem-solving skills. The ability to remain calm and effective under pressure, and to foster a positive and productive team culture in a remote setting, is critical. Excellent communication skills, both written and verbal, are paramount. We seek a proactive leader passionate about customer satisfaction and dedicated to enhancing the overall customer experience. This role plays a vital part in customer retention and satisfaction for our client's offerings, supporting customers in regions including Eldoret, Uasin Gishu, KE , but is entirely remote. We are an equal opportunity employer and encourage applications from all qualified individuals. A Bachelor's degree or equivalent practical experience is preferred, along with significant leadership experience in customer support or technical helpdesk roles.
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1
Lead Customer Support Engineer
Posted 5 days ago
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Job Description
Our client is looking for a skilled and empathetic Lead Customer Support Engineer to manage their remote support operations. This role is essential for ensuring exceptional customer satisfaction by providing timely and effective technical assistance. You will be responsible for leading a team of support engineers, overseeing ticket resolution, and identifying trends in customer issues to provide feedback for product improvement. The ideal candidate will have a strong technical background, with extensive experience in troubleshooting complex software and hardware issues. You must possess excellent communication skills, both written and verbal, to effectively interact with customers from diverse backgrounds. This is a remote position, requiring you to manage your workload independently and collaborate with cross-functional teams, including product development and quality assurance, to resolve customer challenges. You will develop and maintain comprehensive knowledge base articles, FAQs, and support documentation to empower both customers and the support team. A minimum of 4 years of experience in customer support or technical support, with at least 1 year in a lead or supervisory role, is required. Proficiency in using CRM and helpdesk software is essential. You should be adept at de-escalating customer issues and finding satisfactory resolutions quickly. The ability to analyze support data, identify areas for improvement, and implement effective solutions is critical. A passion for customer service and a commitment to delivering an outstanding support experience are paramount. If you are a technically proficient and customer-focused individual looking for a leadership role in a fully remote environment, we invite you to apply.
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2
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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3
Job Description
Our client is seeking a highly motivated and experienced Lead Customer Support Specialist to manage and elevate their customer service operations. This is a fully remote position, ideal for a dedicated professional passionate about delivering exceptional customer experiences and leading a high-performing team. You will be responsible for overseeing the day-to-day activities of the customer support department, ensuring timely and effective resolution of customer inquiries and issues. The ideal candidate will have a proven track record in customer service, with strong leadership and problem-solving skills. Your responsibilities will include training and mentoring customer support representatives, developing and implementing support strategies, monitoring key performance indicators (KPIs), and identifying areas for service improvement. You must be proficient in using CRM software and helpdesk platforms, and possess excellent communication, interpersonal, and conflict-resolution skills. We are looking for someone who can handle escalated customer issues with professionalism and efficiency. This role requires a proactive approach to customer satisfaction, a deep understanding of customer needs, and the ability to foster a positive and collaborative team environment in a remote setting. You will play a crucial role in shaping our client's brand reputation through outstanding customer interactions. Join us to lead a team dedicated to excellence and to make a tangible difference in the lives of our customers. If you are a natural leader with a passion for service and a desire to excel in a remote-first environment, we encourage you to apply.
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4
Lead Technical Support Engineer
Posted 2 days ago
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Job Description
Our client is searching for a seasoned Lead Technical Support Engineer to join their fully remote customer service team. In this pivotal role, you will be the primary point of contact for complex technical issues, providing exceptional support to a global customer base. Your expertise will be crucial in diagnosing and resolving intricate software and hardware problems, ensuring minimal disruption to client operations. Responsibilities include managing support tickets, troubleshooting system errors, and escalating issues to appropriate internal teams when necessary. You will also play a key role in developing and maintaining technical documentation, knowledge base articles, and support scripts to empower both customers and junior support staff. The ideal candidate possesses a deep understanding of IT infrastructure, network protocols, and common operating systems. Excellent analytical and problem-solving skills are essential, as is the ability to communicate technical information clearly and concisely to both technical and non-technical audiences. This is a remote-first position, requiring excellent self-management, strong organizational skills, and the ability to thrive in a fast-paced, virtual environment. You will mentor and guide a team of support specialists, contribute to training initiatives, and help shape support processes and best practices. Your proactive approach to identifying trends in customer issues and recommending product improvements will be highly valued. The successful candidate will have a Bachelor's degree in Computer Science, Information Technology, or a related field, along with at least 5 years of experience in technical support, with a proven track record in a leadership capacity. Certifications such as CompTIA A+, Network+, or ITIL are a plus. Proficiency with CRM and ticketing systems is required. This role serves customers primarily within the **Eldoret, Uasin Gishu, KE** area, but is a completely remote position.
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5
Remote Lead Customer Support Specialist
Posted 2 days ago
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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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Lead Customer Support Specialist - Technical
Posted 2 days ago
Job Viewed
Job Description
Our client is looking for an experienced and empathetic Lead Customer Support Specialist to manage and elevate their remote customer service operations. In this role, you will be the primary point of contact for complex customer inquiries, providing expert-level technical support and guidance. Your responsibilities will include troubleshooting intricate software issues, guiding customers through product functionalities, resolving escalated complaints, and contributing to the knowledge base with detailed solutions. You will also play a crucial role in training and mentoring junior support staff, ensuring consistent service quality and adherence to company standards. A deep understanding of customer service best practices and a passion for creating exceptional customer experiences are paramount.
This fully remote position requires a proactive individual who can analyze customer needs, identify trends in support requests, and provide feedback to product development teams for service improvement. Excellent communication skills, both written and verbal, are essential for effectively interacting with a diverse customer base and internal stakeholders. You should be adept at de-escalating challenging situations and finding practical, efficient solutions. Proficiency with CRM software and ticketing systems is a must. A background in technical support, customer success, or a related field is highly preferred. We are seeking someone who can take initiative, work independently, and contribute positively to a remote team environment. The ability to manage your time effectively and maintain high productivity while working from home is critical for success in this role.
This is an excellent opportunity to take on a leadership role in a growing company, impacting customer satisfaction and loyalty on a global scale. You will be empowered to make decisions, drive improvements, and build a supportive and knowledgeable customer service team. Join us and help shape the future of customer support. This remote role is based out of our client's operations which have a significant presence in Eldoret, Uasin Gishu, KE.
This fully remote position requires a proactive individual who can analyze customer needs, identify trends in support requests, and provide feedback to product development teams for service improvement. Excellent communication skills, both written and verbal, are essential for effectively interacting with a diverse customer base and internal stakeholders. You should be adept at de-escalating challenging situations and finding practical, efficient solutions. Proficiency with CRM software and ticketing systems is a must. A background in technical support, customer success, or a related field is highly preferred. We are seeking someone who can take initiative, work independently, and contribute positively to a remote team environment. The ability to manage your time effectively and maintain high productivity while working from home is critical for success in this role.
This is an excellent opportunity to take on a leadership role in a growing company, impacting customer satisfaction and loyalty on a global scale. You will be empowered to make decisions, drive improvements, and build a supportive and knowledgeable customer service team. Join us and help shape the future of customer support. This remote role is based out of our client's operations which have a significant presence in Eldoret, Uasin Gishu, KE.
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