967 Support Manager jobs in Kenya
Senior Customer Support Manager
20200 Kapsuser
KES150000 Annually
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Job Description
Our client is seeking a highly experienced and customer-centric Senior Customer Support Manager to lead their customer service operations. This is a fully remote position, allowing you to manage and enhance customer support from anywhere. As the Senior Customer Support Manager, you will be responsible for developing and implementing strategies to deliver exceptional customer service and support. Your role will involve managing a team of customer support representatives, setting performance standards, and ensuring timely and effective resolution of customer inquiries and issues. You will be responsible for creating and maintaining customer support knowledge bases, developing training materials, and monitoring customer satisfaction metrics. The ideal candidate will possess strong leadership, communication, and problem-solving skills, with a proven ability to motivate and develop customer support teams. Experience with CRM systems and customer support software is essential. We are looking for a proactive individual dedicated to improving customer experience and driving customer loyalty. A minimum of six years of experience in customer service or support, with at least three years in a management or supervisory role, is required. A Bachelor's degree in Business Administration, Communications, or a related field is preferred. Excellent interpersonal skills and a passion for customer advocacy are crucial. If you are a dedicated leader ready to elevate customer support in a remote environment, we encourage you to apply.
Key Responsibilities:
Key Responsibilities:
- Lead and manage the customer support team.
- Develop and implement customer service strategies.
- Set performance goals and monitor key customer metrics.
- Ensure timely and effective resolution of customer inquiries.
- Create and update customer support documentation.
- Train and coach customer support representatives.
- Manage customer feedback and identify areas for improvement.
- Collaborate with other departments to enhance customer experience.
- Utilize CRM and support tools effectively.
- Bachelor's degree in Business or Communications (preferred).
- Minimum of 6 years of experience in customer support.
- Minimum of 3 years in a management or supervisory role.
- Proven experience in managing customer service teams.
- Strong understanding of customer support best practices.
- Excellent leadership, communication, and problem-solving skills.
- Proficiency in CRM software (e.g., Zendesk, Salesforce).
- Passion for delivering outstanding customer service.
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0
Senior Customer Support Manager
30200 Kitale, Rift Valley
KES200000 Annually
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Job Description
Our client is seeking an experienced and dynamic Senior Customer Support Manager to lead their fully remote customer service team. This role is crucial in ensuring exceptional customer experiences, driving team performance, and optimizing support processes. You will be responsible for managing a team of customer support representatives, developing training programs, and implementing strategies to enhance customer satisfaction and loyalty.
Key Responsibilities:
Key Responsibilities:
- Lead, coach, and mentor a team of customer support professionals to achieve performance goals and maintain high service standards.
- Develop and implement customer support strategies, policies, and procedures to ensure efficiency and customer satisfaction.
- Monitor key customer service metrics (e.g., response time, resolution rate, customer satisfaction scores) and identify areas for improvement.
- Manage the daily operations of the customer support department, ensuring timely and effective resolution of customer inquiries and issues.
- Create and deliver comprehensive training programs for new and existing customer support staff.
- Handle escalated customer complaints and complex issues, working towards satisfactory resolutions.
- Collaborate with other departments (e.g., product, engineering, sales) to address customer feedback and improve products/services.
- Utilize customer support software and tools to track interactions, manage cases, and generate reports.
- Develop and maintain knowledge base articles and FAQs to empower customers and support agents.
- Foster a positive and collaborative team environment, promoting continuous learning and development.
- Analyze customer feedback and trends to identify opportunities for service enhancement.
- Implement quality assurance measures to ensure consistent service delivery.
- Manage staffing levels and scheduling to ensure adequate coverage across all support channels.
- Represent the voice of the customer within the organization.
- Stay updated on industry best practices in customer support and service management.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service or support, with at least 2 years in a supervisory or management role.
- Proven ability to lead and motivate a team in a remote work environment.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong understanding of customer service principles and best practices.
- Experience with customer relationship management (CRM) software and helpdesk ticketing systems.
- Proficiency in using remote collaboration tools and performance monitoring software.
- Ability to analyze data, identify trends, and implement data-driven improvements.
- Strong organizational and time management skills.
- A customer-centric mindset with a passion for delivering exceptional service.
- Experience in developing and delivering training programs.
- Adaptability and resilience in managing customer issues.
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1
Senior Customer Support Manager
40100 Kisumu
KES120000 Annually
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Job Description
Our client is seeking a seasoned and empathetic Senior Customer Support Manager to lead their fully remote customer service and helpdesk operations. This is an exciting opportunity to shape and enhance the customer experience from anywhere in the world. You will be responsible for overseeing the daily activities of the customer support team, ensuring high levels of customer satisfaction, and driving continuous improvement in service delivery. Your role will involve managing inbound and outbound customer communications across various channels, including email, phone, and chat. You will develop and implement customer support policies and procedures, monitor key performance indicators (KPIs), and provide regular reports on team performance and customer feedback. This position requires strong leadership skills, the ability to motivate a remote team, and a deep understanding of customer service best practices. You will also be involved in training and coaching support agents, resolving escalated customer issues, and identifying trends to proactively address potential problems. Collaborating with other departments, such as product and sales, will be essential to ensure a cohesive customer journey. The ideal candidate will have a passion for customer advocacy, excellent problem-solving abilities, and a proven track record in managing customer support functions, preferably in a remote setting. We are committed to building a supportive and collaborative remote work environment. This role is a remote position, contributing to the client's customer service needs that align with the operational requirements traditionally associated with Kisumu, Kisumu, KE .
Key Responsibilities:
Key Responsibilities:
- Lead, manage, and mentor a remote customer support team.
- Develop and implement customer service strategies to enhance customer satisfaction.
- Oversee daily support operations, ensuring timely and effective resolution of customer inquiries.
- Monitor and analyze customer support metrics (e.g., response time, resolution time, CSAT).
- Handle escalated customer complaints and complex issues with professionalism and efficiency.
- Develop and maintain knowledge base articles and support documentation.
- Train and coach customer support representatives on product knowledge and service skills.
- Identify opportunities for process improvements and implement best practices.
- Collaborate with other departments to address customer feedback and product issues.
- Ensure adherence to company policies and service level agreements.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 6 years of experience in customer service or support, with at least 3 years in a leadership or management role.
- Proven experience managing remote customer support teams.
- Excellent understanding of customer service principles and best practices.
- Strong leadership, communication, and interpersonal skills.
- Proficiency in CRM software and helpdesk ticketing systems.
- Demonstrated ability to resolve complex customer issues.
- Strong analytical and problem-solving skills.
- Ability to adapt to a fast-paced, remote work environment.
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2
Senior Customer Support Manager
30200 Kitale, Rift Valley
KES1800000 Annually
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Job Description
Our client is seeking a dedicated and experienced Senior Customer Support Manager to lead our customer service operations. This is a fully remote role, allowing you to manage a high-performing team from any location. You will be responsible for ensuring exceptional customer experiences by developing and implementing effective support strategies, managing customer inquiries, and resolving complex issues with efficiency and empathy. Your primary goal will be to enhance customer satisfaction, loyalty, and retention. Key responsibilities include training and mentoring customer support representatives, monitoring team performance metrics, and identifying areas for improvement. You will also be involved in developing knowledge base articles, FAQs, and other self-service resources to empower customers. This role requires a deep understanding of customer service best practices, CRM systems, and customer support software. Excellent communication, interpersonal, and problem-solving skills are essential, as you will be interacting with customers and internal teams on a daily basis. We are looking for a proactive leader who is passionate about customer advocacy and possesses a strong ability to build and maintain positive customer relationships. If you are a strategic thinker with a proven ability to lead and motivate teams to deliver outstanding service, we encourage you to apply. This position offers a competitive salary, excellent benefits, and the opportunity to shape the customer support landscape for a growing organization.
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3
Senior Customer Support Manager
20100 Mwembe
KES110000 Annually
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Job Description
Our client, a leading SaaS company, is seeking a highly motivated and experienced Senior Customer Support Manager to lead their exceptional, fully remote customer service team. This role is critical in ensuring outstanding customer satisfaction and operational efficiency within the support department. You will be responsible for managing and mentoring a team of customer support representatives, developing and implementing support strategies, and optimizing support processes to deliver an unparalleled customer experience. The ideal candidate will have a proven track record in customer service management, excellent leadership and communication skills, and a deep understanding of customer support best practices and technologies. This is a remote-first position, requiring strong organizational and analytical abilities to excel in a virtual environment. You will be instrumental in shaping our client's customer support culture and driving continuous improvement. Responsibilities include:
- Managing, coaching, and developing a high-performing remote customer support team.
- Setting and monitoring key performance indicators (KPIs) for the support department.
- Developing and implementing customer support policies, procedures, and service level agreements (SLAs).
- Resolving escalated customer issues and ensuring timely and effective resolution.
- Analyzing customer feedback and support data to identify trends and areas for improvement.
- Collaborating with product and engineering teams to provide customer insights.
- Managing support channels, including email, chat, and phone.
- Developing and delivering training programs for support staff.
- Ensuring a consistently high level of customer satisfaction.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service or support, with at least 2 years in a management or supervisory role.
- Proven experience managing remote customer support teams.
- Strong understanding of customer support software and CRM systems (e.g., Zendesk, Salesforce).
- Excellent leadership, communication, problem-solving, and interpersonal skills.
- Ability to analyze data and translate insights into actionable strategies.
- Proficiency in developing and implementing customer support processes.
- High level of empathy and customer-centric mindset.
- Ability to work effectively in a dynamic, remote team environment.
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4
Senior Customer Support Manager
01001 Abothuguchi West
KES145000 Annually
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Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Manager to lead their exceptional remote customer service and helpdesk operations. This role is crucial for ensuring outstanding customer experiences, managing support team performance, and driving continuous improvement in service delivery. You will be responsible for overseeing the day-to-day operations of the customer support team, developing and implementing support strategies, and ensuring efficient resolution of customer inquiries and issues. As a remote-first leader, you will utilize advanced CRM systems, ticketing platforms, and communication tools to manage, train, and inspire your distributed team. Your expertise will be vital in setting service level agreements (SLAs), analyzing customer feedback, identifying trends, and implementing process enhancements. You will also play a key role in developing training materials, onboarding new agents, and ensuring the team possesses the necessary product knowledge and soft skills. The ideal candidate will possess a Bachelor's degree in Business Administration, Communications, or a related field, combined with a minimum of seven years of experience in customer service, technical support, or helpdesk management, with at least three years in a supervisory or management capacity. Proven experience managing remote teams is essential. You should have a deep understanding of customer support best practices, knowledge base management, and customer relationship management (CRM) principles. Excellent leadership, communication, problem-solving, and organizational skills are paramount. The ability to foster a positive and customer-centric team culture in a remote environment is key. This is an excellent opportunity for a seasoned customer support professional to make a significant impact on customer satisfaction and retention while enjoying the flexibility of a fully remote position. The opportunity is based in the central region, though the role is fully remote.
Key Responsibilities:
Key Responsibilities:
- Manage and lead a remote customer support and helpdesk team.
- Develop and implement customer support strategies and best practices.
- Ensure timely and effective resolution of customer inquiries and issues.
- Set and monitor customer service performance metrics and KPIs.
- Train, coach, and mentor customer support representatives.
- Manage CRM systems and customer support tools effectively.
- Analyze customer feedback and implement service improvements.
- Develop and maintain comprehensive knowledge base articles.
- Foster a positive and customer-centric team culture.
- Bachelor's degree in Business Administration, Communications, or related field.
- 7+ years of experience in customer service or technical support.
- 3+ years of experience in a customer support management role.
- Proven experience managing remote teams is essential.
- Strong understanding of CRM systems and helpdesk software.
- Excellent leadership, communication, and problem-solving skills.
- Ability to analyze customer data and identify trends.
- Proficiency in developing training materials and programs.
- Customer-focused mindset and a passion for delivering exceptional service.
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5
Senior Customer Support Manager
40100 Kisumu
KES170000 Annually
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Job Description
Our client, a rapidly expanding software company, is seeking an experienced and highly organized Senior Customer Support Manager to lead their fully remote customer service team. This crucial role involves overseeing all aspects of customer support operations, ensuring exceptional service delivery, and driving customer satisfaction and retention. You will be responsible for managing a team of support specialists, developing support processes, implementing customer feedback mechanisms, and leveraging technology to enhance support efficiency. The ideal candidate possesses strong leadership skills, a deep understanding of customer service principles, and a passion for creating positive customer experiences.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead, mentor, and manage a team of remote customer support specialists, fostering a high-performance culture.
- Develop, implement, and refine customer support processes, policies, and procedures.
- Ensure timely and effective resolution of customer inquiries and issues across various channels (email, chat, phone).
- Monitor key performance indicators (KPIs) for the support team, such as response time, resolution time, and customer satisfaction scores (CSAT).
- Utilize customer feedback and support data to identify trends and areas for improvement in products and services.
- Implement and manage customer support tools and technologies, including CRM and ticketing systems.
- Develop and deliver training programs for the support team on product knowledge and service best practices.
- Collaborate with product development, sales, and marketing teams to address customer needs and ensure a seamless customer journey.
- Manage escalations and complex customer issues effectively.
- Contribute to the development of self-service support resources, such as knowledge bases and FAQs.
- Drive initiatives to improve customer loyalty and retention.
- Maintain up-to-date knowledge of the company's products and services.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- 5+ years of experience in customer support or customer service management, with at least 2 years in a leadership role.
- Proven experience managing remote teams.
- Strong understanding of customer service principles, best practices, and KPIs.
- Experience with CRM and customer support ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to coach, motivate, and develop team members.
- Proficiency in developing and implementing efficient support processes.
- Strong analytical skills for interpreting customer data and identifying trends.
- Ability to work independently and manage multiple priorities in a fast-paced remote environment.
- Experience in the technology or software industry is highly desirable.
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6
Senior Customer Support Manager
10100 Bungoma, Western
KES300000 month
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Job Description
Our client is searching for a dynamic and experienced Senior Customer Support Manager to lead their global customer service operations, operating entirely remotely. This leadership position requires a strategic thinker with a passion for delivering exceptional customer experiences and building high-performing support teams. You will be instrumental in defining and implementing customer support strategies, optimizing workflows, and leveraging technology to enhance service delivery across multiple channels. The role involves managing a team of customer support representatives, ensuring timely and effective resolution of customer inquiries and issues, and driving customer satisfaction and retention. Your ability to foster a customer-centric culture and continuously improve support processes will be key to success.
Key Responsibilities:
Key Responsibilities:
- Develop, implement, and refine customer support strategies, policies, and procedures.
- Lead, mentor, and manage a remote team of customer support professionals, fostering a positive and productive work environment.
- Set performance standards and monitor key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction (CSAT).
- Analyze customer feedback and support data to identify trends and areas for improvement.
- Implement and manage customer support tools and technologies (e.g., CRM, ticketing systems, chatbots).
- Ensure consistent and high-quality service delivery across all support channels (email, phone, chat, social media).
- Collaborate with product and engineering teams to address customer issues and product feedback.
- Develop and deliver training programs for support staff on products, policies, and service best practices.
- Manage escalated customer issues, ensuring swift and satisfactory resolution.
- Contribute to the overall customer experience strategy and drive initiatives to enhance loyalty.
Required Qualifications:- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 7 years of experience in customer support or customer service management, with at least 3 years in a leadership role.
- Proven experience managing remote teams and distributed operations.
- In-depth knowledge of customer support best practices, CRM systems, and ticketing software.
- Excellent leadership, coaching, and people management skills.
- Strong analytical and problem-solving abilities with a data-driven approach.
- Exceptional communication, interpersonal, and conflict-resolution skills.
- Ability to work independently, prioritize effectively, and manage multiple tasks in a fast-paced remote environment.
- A passion for customer advocacy and creating positive customer interactions.
- Experience in (Specify Industry, e.g., SaaS, E-commerce) is a plus.
This advertiser has chosen not to accept applicants from your region.
7
Senior Customer Support Manager
50100 Kakamega, Western
KES180000 Annually
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Posted today
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Job Description
Our client is seeking an experienced and empathetic Senior Customer Support Manager to lead their remote customer service team. This is a fully remote role, allowing you to manage and inspire a team dedicated to providing exceptional customer experiences. You will be responsible for overseeing all aspects of customer support operations, ensuring that client inquiries and issues are resolved promptly and efficiently. Your leadership will drive customer satisfaction, retention, and loyalty. This position requires a strategic thinker with a proven ability to manage a distributed team, optimize support processes, and leverage technology to enhance customer interactions. You will be a key player in shaping our client's customer support strategy and ensuring their customers feel valued and supported.
Key responsibilities include:
The ideal candidate will have a Bachelor's degree in Business Administration, Communications, or a related field. A minimum of 6 years of experience in customer service or support, with at least 2 years in a management or supervisory role, is essential. Proven experience managing remote teams and a strong understanding of customer support best practices are critical. Excellent communication, problem-solving, and leadership skills are required. Experience with CRM systems and customer support platforms is a must. You should be adept at motivating teams and driving high performance in a remote work environment.
Key responsibilities include:
- Leading, coaching, and developing a remote customer support team.
- Monitoring customer support performance metrics and implementing improvements.
- Developing and refining customer support policies and procedures.
- Managing customer feedback channels and identifying areas for service enhancement.
- Resolving complex customer issues and escalations effectively.
- Ensuring the team adheres to service level agreements (SLAs).
- Collaborating with other departments to address customer needs and product feedback.
- Implementing and managing customer support software and tools.
- Creating and maintaining knowledge base articles and FAQs.
- Analyzing customer support data to identify trends and insights.
- Championing a customer-centric culture within the organization.
The ideal candidate will have a Bachelor's degree in Business Administration, Communications, or a related field. A minimum of 6 years of experience in customer service or support, with at least 2 years in a management or supervisory role, is essential. Proven experience managing remote teams and a strong understanding of customer support best practices are critical. Excellent communication, problem-solving, and leadership skills are required. Experience with CRM systems and customer support platforms is a must. You should be adept at motivating teams and driving high performance in a remote work environment.
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8
Community Support Manager
20101 Nyeri Town
KES75000 Annually
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Job Description
Our client is seeking a dedicated and empathetic Community Support Manager to lead our remote-first support initiatives. This pivotal role involves developing and implementing strategies to enhance the well-being and social integration of community members. You will be responsible for overseeing a team of community support workers, providing them with guidance, training, and supervision to ensure the highest quality of care. Key responsibilities include managing case loads, coordinating with external agencies for specialized support, and developing personalized care plans for individuals with diverse needs. You will also be instrumental in fostering a positive and inclusive community environment through virtual engagement activities and resource dissemination. The ideal candidate will possess strong communication, problem-solving, and interpersonal skills, with a proven ability to manage teams effectively in a remote setting. Experience in social work, community development, or a related field is essential. A deep understanding of community needs and available resources is also required. This is an exciting opportunity to make a significant impact on the lives of individuals and communities, from the comfort of your home office. We are looking for someone with a passion for service and a commitment to continuous improvement in care delivery. The ability to work independently, manage time efficiently, and maintain clear communication channels with colleagues and clients is paramount. Your role will be crucial in building a supportive network and ensuring that all community members feel valued and connected.
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