1,732 Technical Support Leader jobs in Kenya
Technical Support Manager
60100 Embu, Eastern
KES150000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client, a growing technology solutions provider, is looking for an experienced and proactive Technical Support Manager to lead their customer service and helpdesk operations. This is an on-site role based in Embu, requiring a hands-on leader to ensure exceptional support delivery. You will be responsible for managing a team of technical support specialists, overseeing daily operations, and ensuring that all customer inquiries and issues are resolved efficiently and effectively. Developing and implementing support processes, policies, and procedures to enhance customer satisfaction and team productivity will be a key focus. You will monitor support metrics, analyze performance data, and identify areas for improvement. The role involves training and mentoring support staff, fostering a positive and customer-centric team culture, and ensuring adherence to service level agreements (SLAs). You will also act as a point of escalation for complex technical issues, providing guidance and solutions. Collaborating with other departments, such as engineering and product management, to address recurring issues and contribute to product improvements will be essential. The ideal candidate will have a proven track record in managing technical support teams, preferably in a customer service or helpdesk environment. Strong knowledge of IT systems, troubleshooting methodologies, and ticketing systems is required. Excellent leadership, communication, problem-solving, and interpersonal skills are a must. You should be adept at motivating teams, resolving conflicts, and driving continuous improvement. Experience in developing knowledge bases and support documentation is highly desirable. This role offers a fantastic opportunity to lead a critical function within a dynamic company and make a tangible impact on customer loyalty and retention. You will be responsible for building and maintaining a high-performing support team that consistently exceeds customer expectations. A commitment to delivering outstanding service is paramount.
This advertiser has chosen not to accept applicants from your region.
0
Senior Technical Support Manager
20100 Mwembe
KES300000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is looking for an experienced Senior Technical Support Manager to lead their distributed Customer Service & Helpdesk team. This is a fully remote position, allowing you to manage and empower a team of support professionals from anywhere. You will be responsible for ensuring the highest level of technical assistance and customer satisfaction, overseeing incident management, problem resolution, and service level agreements (SLAs). The ideal candidate will have a strong background in IT support, excellent leadership capabilities, and a deep understanding of customer service best practices. Your role will involve developing and implementing support strategies, managing support ticket queues, and identifying trends to proactively address recurring issues. You will also be responsible for training and mentoring support staff, conducting performance reviews, and fostering a collaborative and high-performing remote team culture. Proficiency in helpdesk software, ticketing systems (e.g., Zendesk, ServiceNow), and remote support tools is essential. Experience in troubleshooting a wide range of hardware, software, and network issues is a must. We are seeking a proactive, organized, and empathetic leader with exceptional communication skills, capable of motivating a remote team and resolving complex customer escalations. This is a significant opportunity to enhance our client's customer support operations and contribute to customer loyalty and retention in a flexible, work-from-home capacity. Our client is committed to delivering outstanding service, and this role is central to upholding that standard through efficient and effective technical support. You will be instrumental in building and maintaining a reputation for exceptional customer care and technical expertise, ensuring that all customer inquiries are handled with professionalism and speed.
This advertiser has chosen not to accept applicants from your region.
1
Senior Technical Support Manager, Cloud Services
00100 Abothuguchi West
KES330000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client, a leading global provider of cloud-based enterprise solutions, is seeking an experienced and highly motivated Senior Technical Support Manager to lead their remote support operations. This is a fully remote position, offering an exciting opportunity for a leader in technical support to manage and optimize support functions from any location. The successful candidate will be responsible for overseeing a global team of technical support engineers, ensuring exceptional customer service delivery, and driving continuous improvement in support processes. You will play a critical role in managing ticket resolution, escalating complex issues, and maintaining high levels of customer satisfaction. This role requires strong leadership, excellent problem-solving skills, deep technical knowledge, and a proven ability to manage a high-performing remote team. We are looking for an individual who can champion customer success and foster a culture of excellence in technical support.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead, mentor, and manage a global team of remote technical support engineers, fostering a positive and productive work environment.
- Oversee the daily operations of the technical support function, ensuring timely and effective resolution of customer inquiries and technical issues.
- Develop and implement support strategies, policies, and procedures to enhance customer satisfaction and operational efficiency.
- Monitor key support metrics (e.g., response times, resolution rates, customer satisfaction scores) and identify areas for improvement.
- Manage the escalation process for complex technical issues, collaborating with engineering and product teams to ensure timely resolution.
- Act as a point of escalation for critical customer issues, demonstrating strong problem-solving and de-escalation skills.
- Develop and deliver training programs for the support team to enhance their technical knowledge and customer service skills.
- Contribute to the knowledge base and ensure that support documentation is accurate, comprehensive, and up-to-date.
- Analyze support trends and provide feedback to product development and engineering teams to drive product improvements.
- Manage team schedules, performance reviews, and resource allocation to ensure adequate coverage and efficient operations.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- Minimum of 7 years of experience in technical support, with at least 3 years in a management or leadership role overseeing remote teams.
- Proven experience in managing and motivating technical support teams in a global, remote environment.
- In-depth knowledge of cloud computing technologies, SaaS platforms, and common IT infrastructure.
- Strong understanding of customer service principles and best practices.
- Excellent troubleshooting, analytical, and problem-solving skills.
- Exceptional communication, interpersonal, and leadership skills.
- Experience with helpdesk ticketing systems (e.g., Zendesk, ServiceNow) and CRM software.
- Ability to manage multiple priorities and work effectively under pressure.
- Relevant certifications (e.g., ITIL, CompTIA, cloud-specific certifications) are a plus.
This advertiser has chosen not to accept applicants from your region.
2
Lead Customer Service & Technical Support Manager, Remote Team
00200 Ngong
KES190000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a highly experienced and motivated Lead Customer Service and Technical Support Manager to oversee their remote support operations. This is a fully remote position, demanding strong leadership skills and a commitment to exceptional customer experience. You will be responsible for managing a team of customer service and technical support representatives, ensuring they provide timely and effective solutions to customer inquiries and issues. Your duties will include setting performance standards, providing training and coaching, and monitoring key metrics such as response times, resolution rates, and customer satisfaction scores. The ideal candidate possesses a deep understanding of customer service best practices and experience with various CRM and helpdesk software. You must be adept at motivating and guiding a remote team, fostering a positive and productive work environment. Excellent communication, problem-solving, and conflict-resolution skills are essential. You will also be tasked with analyzing customer feedback to identify trends and areas for improvement in products and services. This role requires a proactive approach to problem-solving and a passion for exceeding customer expectations. We are looking for a leader who can drive continuous improvement in support operations and ensure customer loyalty. This is an excellent opportunity to take on a challenging leadership role within a customer-centric organization. The nominal work location is Ruiru, Kiambu, KE , but the role is entirely remote.
This advertiser has chosen not to accept applicants from your region.
3
Senior Customer Support Manager - Technical
80100 Nairobi, Nairobi
KES350000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Manager to lead their technical support operations, functioning in a completely remote capacity. This role is paramount in ensuring exceptional customer experiences by managing a team of support professionals, optimizing support processes, and driving customer satisfaction and retention. You will be responsible for setting performance standards, developing training programs, and implementing best practices to resolve technical issues efficiently and effectively. As a remote leader, you will utilize advanced collaboration and CRM tools to manage your team, monitor support metrics, and engage with customers across various digital channels, fostering a culture of service excellence. The ideal candidate possesses a strong background in technical support management, a deep understanding of customer service principles, and a proven ability to lead and inspire a remote workforce. You will be instrumental in developing knowledge base articles, troubleshooting guides, and escalation procedures to empower both customers and support agents. This position demands outstanding leadership, problem-solving, and communication skills, with the ability to handle complex customer escalations with empathy and professionalism. You will analyze support tickets, identify recurring issues, and collaborate with product and engineering teams to implement product improvements that enhance user experience. This is an exciting opportunity to shape the customer support function for a growing organization, driving customer loyalty and contributing to the company's success from a fully remote setup.
Responsibilities:
Responsibilities:
- Lead, manage, and mentor a remote customer support team.
- Develop and implement customer support policies, procedures, and best practices.
- Monitor and analyze key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.
- Ensure timely and effective resolution of customer technical issues.
- Develop and maintain comprehensive knowledge base content and troubleshooting guides.
- Manage customer escalations and resolve complex support challenges.
- Collaborate with product and engineering teams to provide customer feedback and drive product improvements.
- Implement customer feedback mechanisms and drive initiatives for service enhancement.
- Train and onboard new support agents, ensuring they possess the necessary technical skills and product knowledge.
- Foster a customer-centric culture within the support team.
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
- Minimum of 5 years of experience in customer support management, with a focus on technical support.
- Proven experience leading and managing remote support teams.
- Strong understanding of CRM systems and support ticketing platforms.
- Excellent problem-solving, analytical, and troubleshooting skills.
- Exceptional leadership, communication, and interpersonal skills.
- Ability to remain calm and professional under pressure.
- Experience in developing support documentation and knowledge bases.
- Familiarity with ITIL frameworks is a plus.
- Demonstrated ability to drive customer satisfaction and retention.
This advertiser has chosen not to accept applicants from your region.
4
Senior Customer Support Manager - Technical
00100 Abothuguchi West
KES65000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a highly experienced and motivated Senior Customer Support Manager to lead their remote technical support team. This role is vital in ensuring exceptional customer service and timely resolution of technical issues for their clientele. You will be responsible for managing a team of support specialists, developing and implementing support strategies, monitoring key performance indicators (KPIs), and continuously improving support processes. The ideal candidate will have a strong background in technical support, excellent leadership skills, and a deep understanding of customer relationship management. As a remote manager, you will leverage robust ticketing systems, communication platforms, and virtual collaboration tools to effectively guide your team, collaborate with product and engineering departments, and maintain high levels of customer satisfaction. Your ability to troubleshoot complex technical problems, train and mentor support staff, and advocate for customer needs will be critical.
Key Responsibilities:
Key Responsibilities:
- Lead, mentor, and manage a remote team of technical support specialists.
- Develop and implement effective customer support strategies and processes.
- Oversee daily support operations, ensuring timely and accurate resolution of customer inquiries and technical issues.
- Monitor and analyze support KPIs, such as response time, resolution time, and customer satisfaction scores.
- Identify trends in customer issues and collaborate with product development to implement solutions.
- Develop and maintain a comprehensive knowledge base and FAQ for customers and support staff.
- Train new support team members and provide ongoing coaching and development.
- Act as a point of escalation for complex technical issues.
- Ensure adherence to service level agreements (SLAs).
- Gather customer feedback and provide insights to improve products and services.
- Manage and optimize the use of customer support software and tools.
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
- Minimum of 7 years of experience in customer support or helpdesk roles, with at least 3 years in a supervisory or managerial capacity.
- Proven experience managing remote technical support teams.
- Strong technical aptitude and the ability to understand and troubleshoot complex software and hardware issues.
- Excellent understanding of customer service principles and best practices.
- Proficiency with customer support software (e.g., Zendesk, HubSpot Service Hub, Salesforce Service Cloud).
- Strong leadership, coaching, and team-building skills.
- Excellent problem-solving, analytical, and decision-making abilities.
- Exceptional written and verbal communication skills.
- Ability to remain calm and professional under pressure.
- Comfortable working in a fully remote environment and proficient with virtual collaboration tools.
- Experience in (Specify a relevant industry, e.g., SaaS, Fintech, E-commerce) is a plus.
This advertiser has chosen not to accept applicants from your region.
5
Senior Customer Support Manager (Technical)
80100 Shella
KES140000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and experienced Senior Customer Support Manager to lead their technical support operations in a fully remote environment. This role is crucial for ensuring exceptional customer service delivery, managing a team of support specialists, and enhancing customer satisfaction through efficient issue resolution and proactive support strategies. You will be responsible for developing and implementing support processes, training team members, and acting as a point of escalation for complex technical issues. The ideal candidate possesses a deep understanding of customer service principles, technical troubleshooting, and team management, preferably within a SaaS or technology-driven company. This remote position demands excellent leadership, communication, and problem-solving skills to effectively manage a distributed team and engage with customers globally. You will analyze support metrics, identify trends, and implement improvements to optimize support operations and reduce response times. We are looking for a customer-centric leader committed to fostering a positive support experience and driving customer loyalty.
Responsibilities:
Responsibilities:
- Lead and manage a remote team of technical support specialists, providing guidance and motivation.
- Oversee the day-to-day operations of the customer support function, ensuring timely and effective issue resolution.
- Develop, implement, and refine customer support processes and best practices.
- Train and mentor support team members, fostering continuous skill development.
- Act as a primary point of escalation for complex technical issues and customer complaints.
- Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction (CSAT).
- Analyze support data to identify trends, root causes of issues, and areas for improvement.
- Implement strategies to enhance customer experience and reduce churn.
- Collaborate with product development and engineering teams to provide feedback and drive product improvements.
- Develop and maintain comprehensive knowledge base articles and support documentation.
- Ensure adherence to service level agreements (SLAs) and company standards.
- Contribute to the development of proactive support initiatives.
- Manage support tools and technologies, ensuring their optimal utilization.
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
- Minimum of 7 years of experience in customer support, with at least 3 years in a management or leadership role.
- Proven experience in managing technical support teams, preferably in a remote setting.
- Strong understanding of IT support principles, troubleshooting methodologies, and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent leadership, team management, and coaching skills.
- Exceptional communication, interpersonal, and problem-solving abilities.
- Customer-centric mindset with a passion for delivering outstanding service.
- Ability to analyze data and make informed decisions to improve support operations.
- Proficiency in CRM software and support analytics tools.
- Ability to work effectively in a fast-paced, remote environment and manage multiple priorities.
- Technical background or familiarity with (Specific Technology/Industry, e.g., software applications, hardware troubleshooting) is highly advantageous.
This advertiser has chosen not to accept applicants from your region.
Be The First To Know
About the latest Technical support leader Jobs in Kenya !
6
Senior Customer Service & Helpdesk Lead - Remote Technical Support Manager
01000 Makongeni
KES80000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
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.
This advertiser has chosen not to accept applicants from your region.
7
Community Support Manager
50100 Kakamega, Western
KES140000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client, a leading non-profit organization dedicated to community empowerment, is searching for a compassionate and organized Community Support Manager to lead their remote operations. This role is central to fostering strong relationships with community members, providing essential support services, and coordinating outreach programs. You will be responsible for developing and implementing community engagement strategies, managing support staff, and ensuring the effective delivery of services. Key duties include assessing community needs, organizing workshops and events, managing volunteer programs, and maintaining detailed records of interactions and outcomes. The ideal candidate will have a strong background in social work, community development, or a related field, coupled with demonstrated experience in managing teams and projects. Excellent communication, empathy, and problem-solving skills are paramount. Proficiency in CRM software and a passion for making a positive social impact are essential. This is a fully remote position, requiring self-discipline, excellent time management, and the ability to connect with diverse populations through digital platforms. Join us in making a tangible difference in the lives of individuals and communities, working remotely while connected to **Kakamega, Kakamega, KE**.
This advertiser has chosen not to accept applicants from your region.
8
Community Support Manager
01100 Gathiruini
KES120000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking a compassionate and organized Community Support Manager to lead their support initiatives within a fully remote framework. This role is vital for ensuring that individuals in need receive timely, effective, and empathetic assistance. You will be responsible for overseeing a team of community support workers, managing caseloads, and developing strategies to address diverse community needs. Key duties include providing guidance and supervision to your team, coordinating with social services agencies and other community resources, and developing and implementing support programs. You will also be involved in crisis intervention, case management, and ensuring that clients receive appropriate referrals and ongoing support. The ideal candidate will have a strong background in social work, community development, or a related field, with significant experience in managing support services or teams. Excellent leadership, communication, and problem-solving skills are essential. You must be adept at empathetic communication, conflict resolution, and understanding the complexities of social challenges. A degree in Social Work, Psychology, Sociology, or a related discipline is required. Experience in a remote work environment and familiarity with case management software are highly desirable. This is a meaningful opportunity to make a significant difference in people's lives while enjoying the flexibility of a remote role. Your leadership will be instrumental in enhancing the well-being of individuals and families supported by the organization, contributing to the broader social fabric connected to **Mlolongo, Machakos, KE**.
This advertiser has chosen not to accept applicants from your region.
9